No Show Policy

To cancel a scheduled trip, call RTC Paratransit Customer Care at (702) 228-4800 or (702) 676-1834 (TDD).

A “no show” occurs when a customer does not board the vehicle within five minutes of the vehicle’s arrival or when a customer cancels a ride within the 30-minute ready window. Each no show is counted as one (1) penalty point.

A “late cancellation” occurs when a customer cancels a trip less than two hours before the start of
the 30-minute ready window. Each late cancellation is counted as half (1/2) of a penalty point.

In any 30-day period, any customer who has “no showed” or “late cancelled” at least 10% of those trips will receive a suspension notice. A trip cancelled in accordance with our policy, i.e., more than two hours before the start of the pick-up window, will not be counted in the total number of trips booked, and the client will not receive penalty points.

Additionally, to ensure suspension only applies to riders who have an established pattern or practice
of scheduling trips and not taking them, a customer must accumulate three (3) or more penalty points to receive a suspension. A customer will be subject to suspension only if both the minimum 10% of trips scheduled were “no showed” or “late cancelled” and the minimum number of penalty points are reached during the 30-day period.

The length of a customer’s suspension will adhere to the following schedule

  • Upon a first violation within a calendar year, a customer receives a warning letter.
  • Second violation: 7-day (1-week) suspension
  • Third violation: 14-day (2-week) suspension
    (Loss of Subscription)
  • Fourth violation: 21-day (3-week) suspension
    (Loss of Subscription)
  • Fifth violation: 28-day (4-week) suspension
    (Loss of Subscription)
  • Subsequent violations will increase by a week
    (Loss of Subscription)

Violations of this policy will result in suspension, per the above schedule. If a no-show or late cancellation is due to circumstances beyond your control, please call the Regional Transportation Commission of Southern Nevada’s (RTC) Paratransit Customer Care department at 702-228-4800 to explain the circumstance, and request the review and/or removal of the no-show or late cancellation. RTC will notify riders of all points assessed to their record. Prior to sending a suspension letter, RTC will review all no-shows and late cancellations to ensure that the process was followed properly and an accurate count is represented. Any no-show or late cancellation that is found to be in error will be removed from the customer’s account.

You can appeal the decision. If you dispute a suspension under this policy, you have the right to file an appeal. Appeal requests may be filed by the deadline per the instructions included with your notice of suspension. If you miss the appeal request deadline, your Paratransit service will be suspended on the date listed on your notice of service suspension.