WRTA Paratransit

WRTA ADA "No-Show" Policy/"No-Show" Appeal Process


The WRTA has established the following process for paratransit riders:

Riders must be ready during the entire 20-minute pick-up window. The driver will arrive anytime during the pick-up window and will only wait five (5) minutes once the vehicle arrives, before leaving for the next pick-up. An individual is considered a ‘No-Show’ if he/she is not available for pick-up as described above.

Late cancellations are also covered by this ‘No-Show’ policy. A late cancellation is a cancellation placed within one hour of the scheduled pickup window. Riders must call 508.791.9782 to cancel at least one hour prior to the scheduled pickup time or they will be considered a ‘No-Show. Trips cancelled at the pick-up location are also considered late cancellations.

‘No-Shows’ and late cancellations are considered excessive when a customer reserves ten (10) or more trips within any month and no-shows and/or late cancels 20 percent (20%) or more of those scheduled trips. This will be considered a pattern or practice of missed trips and the customer will be sent written notification that he/she has violated the No-Show/Late Cancellation Policy and is subject to suspension.

Missed trips and late cancellations that occur for reasons beyond an individual's control are not considered a ‘No-Show’. Please contact PBSTM by phone at 508.791.9782, or fax to 508.797.5540, or email to [email protected] to report a no-show or late cancellation that is beyond your control.

The following suspension periods will be applied to violations of this policy that occur within the same rolling 12-month period.

Riders have the right to appeal that decision and are given 15 days to submit the appeal in writing to the WRTA. A copy of the ‘No-Show’ Appeal Process is attached to each letter. While a decision is in the Appeal Process, riders will continue to receive service.


The WRTA administrative ‘No-Show’ appeal process is intended to give paratransit riders who have been denied service the opportunity to have their cases heard by an official other than the one who made the initial decision.  Free transportation will be provided to appeal hearings if requested.

The ‘No-Show’ appeal process is as follows:

  1. Riders who wish to appeal a decision are given 15 days to submit the appeal in writing to the WRTA.
  2. Appeals will be heard and decided within 30 days of the receipt of request. While the appeal is in process, riders will continue to receive the paratransit service they were eligible for prior to the suspension of service. If the appeal extends beyond 30 days, riders will be able to receive transportation service until a final decision is rendered.
  3. Appeals will be heard by a panel independent from the WRTA.
  4. Individuals who appeal have the right to speak in person on their own behalf and/or have others represent them (at the rider's expense) at appeal proceedings.
  5. Individuals who appeal have the right to necessary accommodations, such as a sign language interpreter.
  6. The determination resulting from the appeal will be in writing and will state the reason(s) for the decision.
  7. If you have any questions regarding the Appeal Process, contact [email protected] or call 508.459.3328.


WRTA Administrator
Worcester Regional Transit Authority
60 Foster Street
Worcester, MA 01608

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