Setting your trip times

C-VAN can plan your trip around a pick-up time or appointment time, but not both.

• Always use a pick-up time to schedule your ride unless you must arrive at a destination no later than a certain time, such as for work or a doctor’s appointment.
• Let the reservationist know how much flexibility you have regarding your times. When reserving rides to/from a specific appointment, be sure to:
  • Allow for time you may need to get from the C-VAN vehicle to your destination inside the building.
  • Set your return trip time so that you have sufficient time to finish your appointment and be ready to depart.
  • Find out about the opening and closing times at your destination and plan your trip so you won’t have to wait outside. Operators cannot wait with you if the building is not open.

Negotiating your pick-up window

When your trip is scheduled, you will be given a time range for your pick-up. This is referred to as your “pick-up window.” This 30-minute period is when you can expect your pick-up to occur.

You are expected to be ready to board the vehicle when the operator arrives at any point within this window. The operator will wait for a maximum of 5 minutes after arriving at the pick-up location.

For example, if your scheduled time is 8:00 a.m. your pick-up window is between 8:00 a.m. and 8:30 a.m. the vehicle can arrive anytime between 8:00 a.m. and 8:30 a.m. Please be ready to board the vehicle immediately upon arrival. This helps to ensure a better on-time performance for all riders.

Your scheduled pick-up time will be negotiated with C-VAN and may be up to 60 minutes earlier or later than you requested to provide equitable service for all C-VAN riders. C-VAN does their best to accommodate the ride times you request; however, alternate times may be offered. For example, if you would like to be picked up at 8:30 a.m. and that time is not available, we may offer you a trip as early as 7:30 a.m. or as late as 9:30 a.m.

Minimum stay

When reserving a ride on C-VAN, the rider must stay at their destination at least 45 minutes. This means there must be 45 minutes between all drop-offs and pick-ups for additional rides.

Subscription Rides

Regular trips that begin and end at the same location and time and continue for at least three (3) consecutive trips (ride history) are eligible for subscription rides. To request a subscription ride after showing a ride history, follow the ride reservation process:

• Ask for a subscription ride arrangement.
• Continue to request each ride until your subscription ride request is confirmed by a customer service representative.
• Subscription ride requests may take up to two weeks to process.
• To avoid no-show penalties, make sure to cancel any rides you may not need.
• Permanent changes to subscription rides will require a new ride history to establish a new subscription trip, and that the requested time be changed by a minimum of 30 minutes.
• Subscription rides will be cancelled for all C-TRAN observed holidays. Please reach out to Customer Service to verify your ride.

What if I am late for my ride?

C-VAN provides an imminent arrival notification by phone, indicating that your vehicle is about seven minutes away. If you are not already receiving these notifications, please contact C-VAN Customer Service and they can check your profile to ensure it is up to date. This notification is based on the vehicle’s location and estimated time of arrival. Actual arrival times may vary slightly if there is unexpected traffic encountered after the notification is sent.

Regardless of the imminent arrival call, riders need to be ready to leave at their scheduled pick-up time. If necessary, the operator will wait for a maximum of 5 minutes from their arrival inside the pick-up window.

If you are not ready within the 5-minute window or the operator is unable to locate you at your designated pick-up location, the ride will be recorded as a No-Show, and the operator will be directed to depart the location.

What if C-VAN is early picking me up?

Sometimes your vehicle will arrive before the beginning of the pick-up window because of a cancellation or especially light traffic. If your vehicle arrives before the pick-up window, you may get on the vehicle right away or wait until the start of your confirmed pick-up window. It is your choice; the operator will not start the 5-minute window until your scheduled time starts.

Cancel rides in advance

Cancel as soon as possible and more than 1 hour before the scheduled pick-up time to avoid a No-Show. If you have scheduled a return trip that you no longer need, be sure to cancel that, as well. Canceling rides in advance helps C-VAN run on time and avoids risking a No-Show penalty point.

No-Shows

C-TRAN, in accordance with the Department of Transportation Americans with Disabilities Act regulations at 49 C.F.R § 37.125(h) for ADA complementary paratransit service, has developed a no-show policy to encourage responsible trip scheduling and use by its riders. C-TRAN understands riders may sometimes miss scheduled rides or forget to cancel rides for reasons beyond their control. However, repeatedly missing scheduled and subscription trips or failing to cancel any scheduled trip more than one hour in advance can lead to temporary suspension of C-VAN services.

Definition of a No-Show

A No-Show occurs when all of the following criteria are met:

• The ride has not been cancelled either by calling customer service or using the automated system at least 61 minutes before the scheduled pick-up widow, and
• The vehicle arrives at the scheduled pick-up location within the 30-minute pick-up window, and
• The operator cannot reasonably locate the rider within 5 minutes, and
• Dispatch is notified by the operator. At this time, dispatch will verify that the operator is at the correct location.

How to avoid a No-Show

• Review dates, times and addresses with the reservationist to be sure the information is correct.
• Call C-VAN to cancel rides as soon as the ride is no longer needed. If you do receive a No-Show, cancel the return at least 61 minutes in advance.
• Cancel at least 61 minutes in advance of the scheduled pick-up time.
• Be prepared to board at the starting time of the pick-up window and within 5 minutes of the vehicle arriving.

When a No-Show does not count

C-VAN does not count no-shows or any missed trips due to an administrative error, such as:

• Trips placed on the pick-up schedule in error or scheduled at the wrong pick-up location or time;
• Vehicles arriving and departing before or after the pick-up window; and
• Vehicles arriving within the pick-up window but departing without waiting the required five (5) minutes. Note: C-TRAN uses an Automated Vehicle Location (AVL) system to track and to monitor paratransit vehicles; in a dispute, the AVL is used to determine arrival and wait times.

C-VAN does not count any missed trips due to situations beyond the rider’s control preventing them from notifying us their trip cannot be taken, such as:

• Medical or family emergencies, sudden illnesses, or changes in the physical condition of the rider; or
• Appointments that run unexpectedly late without sufficient notice.

Riders should contact Customer Service at 360-695-8918 as soon as possible when experiencing circumstances beyond their control.

No-Show monitoring and rider notification

C-VAN reviews all no-show trips for each day to ensure accuracy. Each verified no-show consistent with the policy is given one penalty point. Penalty points accumulated each quarter may result in a suspension of service. At the beginning of each new quarter, all penalty points accrued in the previous quarter are removed. Quarters are considered as: January–March; April–June; July–September; and October–December.

Riders are subject to a suspension when their no-show accumulations meet the following conditions:

• Accumulate three (3) penalty points in one quarter;
• Have received a no-show warning letter stating the three (3) penalty points; and
• Have no-showed at least 10% of their completed trips.

All suspension notices include a copy of the No-Show Policy and information on disputing no-shows and how to appeal suspensions. A service suspension begins on the date stated in the suspension notice and lasts for seven (7) calendar days.

The third violation in a quarter triggers a warning letter but no suspension. Subsequent violations result in the following suspensions:

• Fourth violation: seven (7) calendar day suspension;
• Sixth violation: seven (7) calendar day suspension;
• Ninth violation: seven (7) calendar day suspension;
• Twelve violation: seven (7) calendar day suspension;
• Fifteenth violation: seven (7) calendar day suspension; and
• Eighteenth violation: seven (7) calendar day suspension.

Appealing No-Show Penalty Points

Riders wishing to dispute specific no-shows can call Customer Service at 360-695-8918 during normal business hours. Disputing a no-show must occur within 15 calendar days from the date of the no-show notification. The rider should give an explanation or reason for the no-show to enable staff to make an accurate decision on the retention or reversal of the no-show. You will receive written notice of a no-show reversal in the mail.

Riders can request the full No-Show policy including appeal process for No-Show suspensions by calling Customer Service at 360-695-8918, option 2.

Same-day ride changes

Aside from cancellations, no changes can be made to any trips on the day of your scheduled ride, including time of travel, or any changes to the address. Riders can, however, always call C-VAN Customer Service if they are ready early and dispatch will be notified.