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ACCESS SERVICE: TERMS YOU NEED TO KNOW

Pick-up Window

Pick-up window is the timeframe when your ride should arrive and be considered on-time.

No-Show

A No-Show occurs when you fail to board the vehicle within 5 minutes after it arrives within the pick-up window. Trips that are not canceled at least 2 hours before your scheduled time will be considered Same-Day Cancellations. Same-Day Cancellations are counted as No-Shows. If you No-Show your trip going home, please call the transportation provider to reschedule your trip. You will be scheduled on the next available vehicle. When you accumulate a total of 3 No-Shows and/or Same-Day Cancellations within a month, the following penalties will apply:

  • 1st Month—a written/verbal warning program counseling.
  • 2nd Month—10 days suspension letter and program counseling.
  • 3rd Month—20 days suspension letter and program counseling.
  • 4th Month—30 days suspension letter and program counseling.

An appeal hearing may be requested for any suspension. Penalty progression starts new each calendar year..

Late Cancellation

A Late Cancellation occurs when you cancel a scheduled trip between 5 p.m. the day prior to the trip and up to two hours before the  scheduled pick-up time. For every 3 Late Cancellations, a rider will be charged 1 No-Show.

MONTHLY TOTAL Each month, the number of no-shows and late cancellations are added together. If the monthly total equals five (5) or more and represents at least five (5) percent of the customer’s trips for that month, the customer is in violation of the policy. Each month's trips are calculated separately.

On-Board Travel Time

Under normal operating conditions, you should not be onboard the shared ride vehicle for more than 90 minutes. Taxicabs provide direct service to your destination.

Advanced Reservation

Non-metered providers require advance notice to reserve a ride. Non-metered providers also use ride-sharing with other passengers. (See Service Guidelines)
 



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