The purpose of the Metro Call‑A‑Ride No‑Show Policy is to help Metro Call‑A‑Ride deliver good service to you, our riders. The No‑Show Policy can help you understand how to manage your trips in a way that is respectful to other riders.
Metro Call‑A‑Ride is important. You deserve reliable, on-time service. Sometimes riders cancel late or do not cancel trips they are not going to take. Canceling late or not at all can make other rides late or early. It also costs money to taxpayers.
WHAT IS A NO‑SHOW?
A No-Show happens when:
- You do not cancel your trip at least 1 hour before the start of your pickup window
- You choose not to take the trip after the vehicle arrives and the vehicle arrives at the scheduled location within the pickup window
- You are not ready to go at your scheduled pickup time, and the operator must leave without you to pick up the next ride on schedule
WHAT IS A PICKUP WINDOW?
The pickup window is a thirty (30) minute window. Please be ready to go during your entire pickup window. Riders who are ready to board the vehicle when they get the arrival notification are helping to keep the service on time for everyone.
WHAT HAPPENS IF I GET NO‑SHOWS?
- Riders with 1 or 2 No‑Shows in a calendar month will not be suspended.
- Riders with 3 or more No‑Shows in a calendar month will have their riding record reviewed. The rider will be suspended if the number of confirmed No‑Shows is more than 10% of the number of trips taken.
- The length of time of a suspension will increase if a rider keeps getting no‑shows during a calendar year.
- The first suspension will be for 1 week.
- The second suspension will be for 2 weeks.
- The third suspension will be for 3 weeks.
- The fourth suspension will be for 4 weeks.
- All suspension letters will list the dates and times of the No-Shows. The suspension will start 3 weeks after the letter is mailed.
HOW DO I KNOW ABOUT MY NO‑SHOWS OR A SUSPENSION?
- Riders will receive a notification (text message, phone call, or app notification) when a trip is marked as a No‑Show. This lets riders change their riding habits or tell us if the No‑Show was not in their control.
- Every month, riders with enough No‑Shows to create a suspension will receive a letter. This letter will tell them when the suspension will be enforced.
WHAT IF I DO NOT AGREE WITH A SUSPENSION?
- First, contact Metro Call‑A‑Ride’s Customer Service Coordinator at 314.982.1505, option 4 to provide information about reasons a No‑Show is outside their control. No‑Shows out of the customer’s control will not be counted towards a suspension.
- Next, if you still believe that your suspension is not right, you can appeal
- The Metro Call‑A‑Ride appeal process lets the rider have their case heard by someone else.
NO‑SHOW APPEALS PROCESS
- Riders have 2 weeks from when they receive the suspension letter to appeal the decision in writing to Metro.
- Appeals will be heard and decided within 4 weeks from when the request is received. Customers can receive transportation services until a final decision is made.
- Appeals will be heard by a panel that includes Metro’s EEO Manager or designee, and two members of the St. Louis Metro Transit Accessibility Advisory Committee.
- Riders who appeal can speak in person and/or have others at the appeal meeting.
- The decision of the panel will be in writing and will be final.
WHERE DO I SEND A REQUEST TO APPEAL?
- Requests for Appeals should be made in writing to:
Metro Transit
Attn: ADA Coordinator
211 N. Broadway, Suite 700
St. Louis, Missouri 63102
Or fax to: 314.335.3419 - The ADA Coordinator or designee will contact you within 3 business days after receiving your request to appeal.
- Contact the ADA Coordinator at 314.982.1525 if you cannot make the request in writing. Call 7‑1‑1 for relay.
