Late cancellations and no-shows reduce the availability of MobilityPLUS service to other customers; when you do not let GRT know that you do not need a trip, that trip is not available for anyone else.

Please ensure you are ready at the start of your scheduled pick-up window. If you do not need a booked ride, you must cancel it at least two hours before the start of your pick-up window.

What is a no-show?

  • When a trip is cancelled by the customer within the 30-minute pick-up window
  • When the customer is not waiting for their trip inside their door on the ground level of their building at the beginning of their 30-minute pick-up window
  • When the customer is not ready to leave at the pick-up time
  • When a customer or caregiver refuses the trip when the vehicle arrives
  • When the customer is not waiting at the pick-up point for their return trip
  • When the customer is unable to board because they are unable to independently manage their parcels
  • When the customer has not ensured a safe walk or pathway to their residence door in the winter

Repeated no shows

Customers who have three or more no-shows in a calendar month could have service suspended for one calendar month.

Process for repeated no-shows:

  • First set of late cancellations in a calendar month – customer receives a courtesy call from GRT staff
  • Second set of late cancellations in a calendar month – customer receives a letter of warning
  • Third set of late cancellations in a calendar month – customer receives a letter with information about a one-month service suspension

Trip cancellations after a no-show

  • When you no-show for a trip, the rest of the day’s booked trips will be cancelled. If you don't need a pre-booked trip, you must cancel at least two hours before the start of your 30-minute pick-up window.

Customer responsibility

It is the customer's responsibility to know and be ready for scheduled pick-up times, including trips booked on their behalf. The customer or the customer's advocate should make every effort to cancel scheduled trips as soon as possible. It is the customer's or advocate's responsibility to provide the reason for not cancelling a trip. A missed trip will not be counted as a no-show if it was for reasons beyond the customer's control.

No-show exceptions

  • When a GRT vehicle arrives outside of the booked window (early or late)
  • An error is made by GRT or contractor staff
  • Inclement weather that prevents a GRT vehicle from reaching your location
  • Unplanned customer hospitalization (documentation may be requested)
  • Program closures due to inclement weather
  • When the taxi office has not notified GRT dispatch of potential no show

Trip cancellations

What is a cancellation?

  • A trip cancelled more than two hours before the beginning of the 30-minute pickup window.

What is a late cancellation?

  • A trip cancelled less than two hours before the beginning of the 30-minute pickup window.

Repeated late cancellations:

  • Customers who have five or more late cancellations in a calendar month could have service suspended for one calendar month.

Process for repeated late cancellations:

  • First set of late cancellations in a calendar month – customer receives a courtesy call from GRT staff
  • Second set of late cancellations in a calendar month – customer receives a letter of warning
  • Third set of late cancellations in a calendar month – customer receives a letter with information about a one-month service suspension