Paratransit
A paratransit trip was marked as a no-show. Rebuild the timeline first
Collect the reservation, pickup window, calls, vehicle arrival details, and cancellation record before requesting a review.
Original editorial illustration; not a photograph of Cathay operations.
A rider may believe they were ready while the trip record shows a no-show or late cancellation. The most useful first step is not a long argument—it is a clear timeline. Reservation details, pickup-window information, phone records, vehicle observations, and cancellation confirmations can help the rider explain exactly what happened through the agency's established review process.
Save the original trip details
Write down the reservation number if one was provided, travel date, origin, destination, promised pickup window, and whether the trip was one-way or part of a round trip. Keep screenshots or confirmations in their original form.
If someone else booked the trip, note that person's name and the instructions they gave. Do not fill gaps from memory later when a call log, message, or account record can establish the time.
Build a minute-by-minute account
Record when the rider reached the pickup point, where they waited, whether the location was visible and accessible, and when any calls or messages occurred. Note an observed vehicle arrival only when someone actually saw it, including the location where it stopped.
Separate facts from conclusions. 'The rider waited inside the marked lobby from 9:10 to 9:55' is more useful than 'the driver never tried.' If the vehicle could not reach the stated entrance, include that access detail.
Use the agency's policy and review channel
Policies differ by transit agency. For New York City Access-A-Ride, the MTA publishes a specific no-show and late-cancellation policy and says written suspension notices identify the trips being counted. Riders should read the current policy and follow the contact or appeal instructions in any notice.
Submit only the trips and evidence relevant to the disputed record. Keep a copy of what was sent, the date, the method, and any case or confirmation number.
Further readingMTA: Access-A-Ride Policy for No-Shows and Late Cancellations (opens in a new tab)Improve the next pickup without accepting an incorrect record
While a review is pending, confirm the exact waiting location and reachable phone number for future reservations. Save cancellation confirmations and report entrance or access changes before the trip.
Making the next trip clearer does not require the rider to agree with a disputed no-show. It simply reduces ambiguity while the agency evaluates the earlier event.
- Reservation and pickup window.
- Waiting location and times.
- Calls, messages, and confirmations.
- Submission date and case number.
Your next step
Discuss paratransit service support
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