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How to Cancel a Trip

Trips must be canceled as far in advance as possible so that THE RIDE can schedule and accommodate others.  Your cooperation in this matter significantly impacts the Contractor’s ability to serve other customers. At least one hour’s notice to your Contractor is required to avoid the trip being recorded as a No Show.

Who is Considered a No Show

You will be considered a No Show when you request a trip, receive confirmation, and then fail to cancel with at least one hour’s notice to your Contractor or you fail to show up within 5 minutes after your scheduled pick-up time.

On the Day of Your Trip

Be ready to travel 5 minutes before your scheduled pick-up and be prepared to wait up to 15 minutes after that time. The driver must wait for you for 5 minutes from the time of the scheduled pick-up. If you are not at the pick-up location the driver will obtain clearance, from her or his dispatcher, to leave after waiting 5 minutes.  Please do not leave your pick-up location to call before the end of the 15 minutes waiting period.

If THE RIDE vehicle does not arrive by the end of the 15 minutes period, please call your Contractor who will assist you in locating the vehicle and giving you its estimated time of arrival (ETA).

If you need to request a change to a trip location or time, call your Contractor.

If you know you will be detained at an appointment call your Contractor and ask to be put on “will-call” status. Then, when you are ready call your Contractor and they will arrange a new pick-up time for you.  

If you wish to cancel a trip, call your Contractor.

There are many changes to schedules due to traffic problems, customer delays, and weather. At each of the four Contractors, dispatch monitors and adjusts the activities of their vehicles to try to keep schedules running on time. Dispatch interacts with customers and drivers, as well as, our office, OTA, to troubleshoot problems. If you require any changes, please notify your Contractor as soon as possible.  You will not be left stranded.

MBTA-OTAPage 7 of 1212/01/07 R1.7

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