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From: Pat Hall, Director ADA Services Bi-State Development Agency
Date: 9/13/2002
Time: 2:11:42 PM
Remote Name: 63.225.104.181
Hello Everyone,
This Pat Hall from St. Louis and I work for the transit agency, Bi-State. One of the issues that we are dealing with at the Agency is no shows and cancellations & the impact on service delivery. We have a cancellation & no show policy in place that uses a point system, but the public feels that it is one-sided. They get penalized for late cancellations & no shows, while the Agency does not generally grant a free ride or positive points when we are late. I would like to help the Agency put a more balanced program in place to get better customer cooperation and build goodwill in the community.
During the MPS institute, I spoke with several communities but I need more detailed information that I can share with the Agency staff members responsible for Paratransit Operations. Transit Agencies, please send me a copy of your no show/cancellation program and if you have any type of compensation that you provide for untimely pickups/drop-offs, information about that program as well. Community Organizations, I would like your opinion about the cancellation policy and compensation program in your area.
Thank you all for your assistance, and I would be happy to post a summary of the information that I receive to help other communities that may be dealing with similar issues.
Pat Hall Director, ADA Services Bi-State Development Agency 707 N. First Street, MS 168 St. Louis, MO 63102
Email: phall@bsda-transit.org Phone: (314) 982-1525