General Information

No-Show/Late Cancellation Policy

MTS understands that because MTS Access requires trips to be scheduled in advance, riders may sometimes miss scheduled rides or forget to cancel rides they no longer need. MTS also understands that riders may sometimes miss scheduled trips or are unable to cancel trips in a timely way for reasons that are beyond their control. However, repeatedly missing scheduled trips or failing to cancel trips in a timely way can lead to suspension of service. The following information explains MTS No-Show Policy.

A.    Definitions: 

1.  No-show 
   In instances when the vehicle arrives at the scheduled pickup location within the pickup window and the driver waits at least five (5) minutes, a no-show occurs when a rider fails to appear for a scheduled trip. In these instances, driver will contact dispatch and dispatch will attempt to call the rider to inform them their driver is waiting. If the dispatcher is unable to contact the rider then dispatch will issue a no show and release the driver to proceed with their route. An automated call will be made to the rider after the no show is logged notifying them of the no show.
2. Pickup Window 
   The pickup window is defined as a 30-minute pick-up window given to the rider at the time of reservation. Riders must be ready to board a vehicle that arrives within the pickup window. The driver will wait for five (5) minutes within the pickup window for the rider to appear.
3. Late Cancellation
   A late cancellation is defined as either: a cancellation made less than one (1) hour before the scheduled pickup time or as a cancellation made at the door or a refusal to board a vehicle that has arrived within the pickup window.

B.    No-Shows Due to Operator Error or to Circumstances Beyond a Rider’s Control

MTS does not count as no-shows or late cancellations any missed trips due to our error, such as:

• Trips placed on the schedule in error
• Pickups scheduled at the wrong pickup location
• Drivers arriving and departing before the pickup window begins
• Drivers arriving late (after the end of the pickup window)
• Drivers arriving within the pickup window, but departing without waiting the required 5 minutes

MTS does not count as no-shows or late cancellations situations beyond a rider’s control that prevent the rider from notifying us that the trip cannot be taken, such as:

• Medical emergency
• Family emergency
• Sudden illness or change in condition
• Appointment that runs unexpectedly late without sufficient notice

Riders should contact MTS Access when experiencing no-shows or late cancellations due to circumstances beyond their control (See Section E of this Policy).

C.    Suspension Policies for a Pattern or Practice of Excessive No-shows and Late Cancellations

MTS reviews all recorded no-shows and late cancellations to ensure accuracy before documenting them in a rider’s account. Each verified no-show or late cancellation, consistent with the above definitions, counts as one (1) no-show or late cancellation. Riders may be subject to suspension after they meet all of the following conditions:

• Three (3) or more no-shows or late cancellations in one (1) calendar month; and
• Booked at least 10 trips in the month; and
• Have “no-showed” or “late cancelled” at least 10 percent of total number of scheduled trips in the same one (1) calendar month.

MTS will notify riders by automated telephone call after each no show to inform the rider of the no show and to provide information on how they may dispute the no-show.

If a rider has no shows but it does not reach the threshold for suspension, they will receive a warning notice, which will be sent out after the end of the month.

If a rider has no shows that do reach the threshold for suspension, they will receive a suspension notice, which will be sent out after the end of the month.

Suspensions begin 30 calendar days after the suspension letter is issued. Violations result in the following suspensions:

• First violation: 7-day suspension
• Second violation: 14-day suspension
• Third violation: 30-day suspension
• Fourth and subsequent violations: 30-day suspension

D.     Disputing Specific No-Shows or Late Cancellations

Riders wishing to dispute specific no-shows or late cancellations are encouraged to contact MTS Access as soon as possible after the no-show or late cancellation. Riders should contact MTS by email at noshow@sdmts.com or call, Monday through Friday from 8 a.m. to 5 p.m. at 1-888-517-9627 Option #8 to explain the circumstance, and request the removal of the no-show or late cancellation.

E.     Appealing Proposed Suspensions

Riders wishing to appeal suspensions have the right to file an appeal, which must be in writing, to MTS Access. The appeal request can be mailed to 100 16th St, San Diego, CA 92101 or sent via email at noshow@sdmts.com. Riders must submit written appeal requests within 21 calendar days of issue date of suspension letters. Riders who miss the appeal request deadline will be suspended from MTS Access on the date listed on the suspension notice. All suspension appeals follow MTS appeal policy below.

F.    MTS Procedure for No-show/Late Cancellation Suspension Appeals

All appeals are first submitted to MTS Access Paratransit Service Contractor (Contractor) for review. If the Contractor determines there was an error and there are no-shows that should not have been counted against the rider, the Contractor will cancel the suspension and notify the rider. If the Contractor believes the suspension still is justified it will forward all relevant information to MTS Access Management for scheduling at the MTS Access Appeals Board. The MTS Access Appeals board will then schedule the rider for an appeal hearing as outlined in the MTS Access No-show/Late Cancellation Policy. The rider may appear in person to the MTS Access Appeals Board Hearing, but it is not required. All suspensions will be placed on hold while this appeals process is completed. The rider will be notified by mail of the final outcome. If the suspension is upheld, the rider will be given 30-day notice of new suspension start date. MTS aims to complete all reviews of suspension appeals within 30 days of submission.

For a complete copy of the MTS Access No Show policy please contact us at:
Phone: (888) 517-9627
Email: noshow@sdmts.com

MTS does not charge riders for no-show or late cancelation trips. No-show or late cancelation totals reset each month.

Subscriptions

For passengers with a regular travel pattern (the same trip on multiple days), subscription service may be available. Subscriptions will be reviewed for efficiency, and if they comply with 49 CFR Section 37.133. If subscriptions become inefficient, MTS may decide to eliminate some or all subscription services. Subscriptions, if granted, may be placed on hold for a maximum of 60 days (for vacations, school breaks, etc.). After 60 days, any subscription that has not been reactivated will be discontinued. Any passengers who receive a suspension as a result of violation of the MTS Access No Show Policy may have their subscription services discontinued. All subscription requests will be reviewed and may be accepted or rejected based on the shared ride nature of this service. Changes to subscription rides may result in the discontinuation of the individual’s subscription. There are only a limited number of subscription trips available. Please call MTS Access at 1-888-517-9627 for more details.

All subscription trips are automatically cancelled on most holidays and days of reduced service that surround holidays. See Holiday Subscription Service for a current list of days where subscription trips are cancelled or call 1-888-517-9627. If you have a subscription and will still need your ride on a given holiday, you must contact the reservation office from ten (10) days in advance until 5 p.m. the day before travel to book your trip.

Holiday Subscription Service - Automatic Cancellation

Subscription service will be cancelled on the holidays listed below.

If you require your subscription trip on any of these listed dates, please contact MTS Access at 1-888-517-9627, from ten days in advance until 5 p.m. the day before travel and advise us of your need for your subscription trip. This only affects holiday subscription service and will have no impact on your other subscription trips.

If you have any questions, please call MTS Access at 1-888-517-9627 or 1-800-921-9664.

Holidays

Passenger Assistance

Passengers and/or caregivers must advise our reservations center if a passenger cannot be left unattended. The passenger will receive origin-to-destination service within our guidelines. Passengers who appear, or claim to be, unable to care for themselves and do not have someone to receive them will be transported back to the origin of their trip, to the nearest medical facility, or to a police or sheriff’s station, at the discretion of MTS.

Please note, MTS Access drivers may travel up to 60 feet from the vehicle if they can remain in visual contact with their vehicle. MTS Access drivers are forbidden to enter any private residence.

Drivers will assist passengers with up to two (2) twenty (20) pound packages on and off the vehicle. All packages must be able to be safely secured under the passenger’s seat or in the passenger’s lap. When traveling to/from the airport, cruise ship terminal, or a transit center, the driver will assist with up to two (2) fifty (50) pound packages.

Personal Care Attendant (PCA)

Any MTS Access passenger may travel with a PCA. A PCA typically assists with one (1) or more daily life activities such as providing personal care, performing manual tasks, or providing assistance with mobility or communication. A PCA may ride with you free of charge. While a PCA may travel without paying a fare, at least one (1) passenger must always pay a full fare. Two (2) passengers cannot claim each other as PCA to avoid fare payment.

Companions

You may reserve up to two (2) spaces in addition to yourself. One (1) seat for a companion, which can be anyone (certified or not) that you choose to bring with you and one (1) a Personal Care Attendant (PCA). Additional companions may ride on a space available basis. All companions must pay the full fare.

Children

On MTS Access, children five (5) years of age or younger may ride free with a fare-paying adult.

Reasonable Modifications

Passengers may request reasonable modifications on the spot with the driver or in advance with MTS Access Reservations staff. MTS may deny a reasonable modification request, whether made in advance or on the spot, for the following reasons:

1. Granting the request would fundamentally alter the nature of MTS’s services, programs or activities;
2. Granting the request would create a direct threat to the health or safety of others;
3. The individual with a disability is able to fully use the entity’s services, programs, or activities for their intended purpose without the need of a modification; and/or
4. Granting the request would cause undue financial or administrative burden.

If a request is denied, MTS will take any other action to the maximum extent possible to ensure that you receive MTS’s services or benefits.

Examples of reasonable modification requests that may be denied, include but are not limited to:

1. drivers taking on “attendant services” typically provided by a PCA (e.g. drivers are not permitted to assist passengers with the consumption of food, beverages, or medication)
2. requested pick-up/drop-off location poses a direct threat (e.g. reversing the vehicle down a narrow alley or hard to maneuver stops).

Click here for a full copy of MTS’s reasonable modification policy.

Mobility Devices

The wheelchair lifts on our vehicles are designed to not exceed a combined device and passenger weight of 800 pounds, and accommodate devices 30 inches in width, and 48 inches in length. If you and your mobility aid exceed those dimensions but can safely fit on the vehicle, you will be transported. Mobility aids and passengers that exceed the 800 pounds or are not able to safely fit onboard the vehicle will not be transported.

On-Time

MTS Access vehicles will arrive any time within a 30-minute ready-time window and still be considered “on time”.

• Example: If your ready-time window is between 9:00am and 9:30am, the vehicle can arrive any time between 9:00am and 9:30am.

On occasion, a cancellation or lighter-than-average traffic could allow a driver to arrive earlier than your scheduled pickup time. You have the option to leave early or require the driver to wait until your scheduled time.

Same-day trips are not required by the ADA. If a passenger misses their return trip, MTS does not guarantee to provide an alternative return trip. MTS will make our best effort to offer you an alternative return trip time. Please note, if a trip if available, there is no guarantee on how quickly the trip will be scheduled.

Please be ready to board the vehicle immediately upon arrival. This helps to ensure better on-time performance that benefits all riders.

Late MTS Access Vehicles

If your MTS Access vehicle does not arrive within the 30 min window, please call MTS Access at 1-888-517-9627 to check on the status of your ride. Please inform the dispatcher that you are checking on the status of a scheduled ride or log in to MTS EZ Access to check the status of your ride.

Missed Trips

If a passenger misses their return trip, MTS does not guarantee to provide an alternative return trip. MTS will make our best effort to offer you an alternative return trip time. Please note if a trip is available, there is no guarantee on how quickly their scheduled trip will arrive. In the event a trip is missed due to an error on MTS’ part, MTS will send a ride to pick up the passenger as soon as possible.

Destination Changes

If a passenger wishes to change their destination while on board the MTS Access vehicle, they must call the MTS Access reservation office. Destination changes can only be authorized by the MTS Access reservations office. If a passenger no longer wishes to travel to the originally booked destination, and the new trip destination cannot be accommodated or approved, the driver will be instructed to return the passenger to the place of their trip origin.

Automated Notifications

MTS Access utilizes an automated notification system that will call riders with important information such as day before trip notification, day of trip notification, imminent arrival notification, no-shows, cancelled trips and trip booking notifications.

Passenger Code of Conduct

MTS Access may exclude riders from our services if they engage in violent, seriously disruptive or illegal conduct, or represent a direct threat to the health or safety of themselves or others. At the time of such an incident, the passenger will either be returned to the place of their origin, or local law enforcement will be called to the scene at the discretion of MTS management.

Your Civil Rights - Title VI Policy

MTS assures that no person shall, on the grounds of race, color or national origin, be excluded from participation in, be denied the benefits of, or be otherwise subjected to discrimination under any agency program or activity. To request additional information on MTS’ nondiscrimination obligations or to file a Title VI complaint against MTS, please write to:

MTS Deputy General Counsel
1255 Imperial Ave., Suite 1000
San Diego, CA 92101
Email: TitleVIComplaints@sdmts.com

or click here to file a Title VI complaint against MTS.

Traveling Outside of the MTS Service Area

If you are certified by MTS Access and will be traveling outside of the MTS Access service area, you can contact MTS Access and we will forward a copy of your eligibility for Complementary Paratransit service to the local provider in the area you are traveling to.