Cancellation and no-show policy

Trip cancellations

What is a cancellation? A trip cancelled more than two hours before the beginning of the 30-minute pick-up window.

What is a late cancellation? A trip cancelled less than two hours before the beginning of the 30-minute pick-up window.

Excess late cancellations

Service could be suspended if you have five late cancellations in a calendar month. After the third month with five late cancellations within a 12-month period, you will be contacted about a one-month suspension.

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

No-shows

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

Excess 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 no-shows in a calendar month – customer receives a courtesy call from GRT staff
• Second set of no-shows in a calendar month – customer receives a letter of warning
• Third set of no-shows 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 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. A missed trip will not be counted as a no-show if it was for reasons beyond the customer's control, for example:

• 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

It is the customer's or advocate's responsibility to provide the reason for a no-show.