Late cancellation/no-show policy

Watch this space for changes to our policy – coming this spring

Customer no-shows and late cancellations impact our ability to provide customers with trips, and represent a considerable cost to the TTC. A no-show occurs when our driver arrives at the scheduled destination at the scheduled time, waits an additional 5 minutes, and is unable to locate you. A late cancellation is any trip that is cancelled on the actual day of service instead of the day before. The current policy allows up to a maximum of 4 days with late cancellations and/or no-shows each month.

Wheel-Trans will be calling customers with an automated message to alert them on the first day and fourth day that they receive a no-show or late cancellation.

A late cancellation occurs when you cancel on the day that your trip is scheduled. All trips must be cancelled prior to 11:30 p.m. the evening before travel. If Wheel-Trans is more than 20 minutes late and you cancel your trip, it will not count as a late cancellation.

A no-show occurs when the vehicle arrives at the scheduled time and place, and you are not there. Our drivers will only wait five minutes before leaving a no-show notice.

A customer may not have more than four days of late cancellations and/or no-shows in any month. The fifth day of late cancellation/no-show in the month will result in the following actions:

  • 1st occurrence – an advisory letter is sent to the customer
  • 2nd occurrence – seven-day service suspension
  • 3rd occurrence – 14-day service suspension
  • 4th occurrence – 30-day service suspension
  • 5th and subsequent occurrences – 60-day service suspension

During a service suspension, Wheel-Trans service will be provided for customer trips related to medical appointments.