Handi-Van

StarTran Proposed Changes to the No-Show and Late-Cancellation Policy

An opportunity for public input was held at the StarTran Advisory Board meeting:

Thursday, April 26; 8:00 AM City Council Chambers County/City Building 555 South 10th Street Lincoln, NE 68508

StarTran is proposing changes to Handi-Van polices regarding No-Shows and Late-Cancellations. In an effort to reduce the number of No-Shows and Late-Cancellations, StarTran will be proposing a point system based on the number of No-Shows or Late-Cancellations.

Both No-Shows and Late-Cancellations hurt the service, but repeated, excessive No-Shows and Late-Cancellations by a few riders constitute a pattern or practice that is abusive to the StarTran HandiVan system, affecting other riders, drivers and dispatchers.

Definition

A No-Show is when the vehicle arrives at the scheduled time and location but the customer and driver do not connect and the driver leaves without the customer. A Late-Cancellation is when a trip is cancelled less than one (1) hour before the customer’s scheduled trip.

Exclusions

We realize that there are times when you cancel and the vehicle still arrives to pick you up. We strive to communicate with the driver to avoid this but sometimes it cannot be done. If you canceled your trips using StarTran 402-441-7110, we have a record of your canceled trips; they will not count against you. No-Shows or Late-Cancellations due to circumstances beyond your control are not counted against you. Also, if the vehicle arrives outside of the 30-minute pickup window and you do not ride, then the No-Show will be recorded as a missed trip and not counted against you.

Penalties

The penalties are based on points accumulated as outlined in the Point System Table.

All Late-Cancellations are counted as one point and all No-Shows are counted as two points.

Points will be doubled for round trips that are No-Shows or Late-Cancellations.

The policy term will be for one (1) year based on first notification letter sent to patron. The penalty progressions start over each year.

Letters are mailed with each step when the number of points accumulated meets the threshold; patrons have at least 15 days to request an appeal. If no appeal is requested, the suspension will start on the date stated in the letter.

Point System

All Late-Cancellations are counted as one point and all No-Shows are counted as two points.

Points will be doubled for round trips that are No-Shows or Late-Cancellations.

Points Accumulated Next Steps
6 points A formal letter documenting your Late-Cancellations and/or No-Shows.
12 points Customer is unable to use StarTran HandiVan services for two (2) days.
18 points Customer is unable to use StarTran HandiVan services for seven (7) days.
24 points Customer is unable to use StarTran HandiVan services for 30 days. A phone interview with StarTran HandiVan will be required to review their service needs.
30 points Customer is unable to use StarTran HandiVan services for 60 days. A phone interview with StarTran HandiVan will be required to review their service needs.
36 points Customer is unable to use StarTran HandiVan services for 90 days. A phone interview with StarTran HandiVan will be required to review their service needs.

PDF Version of Points Table (53 K) PDF

Right to Appeal

You have the right to appeal the Suspension and to provide information and/or documentation that may explain the No-Shows or Late-Cancellations.

Appeals are conducted by the Appeals Committee, comprised of representatives of the City and the League of Human Dignity. You have the right to an in-person hearing. The Appeals Committee will review your case without your presence if you choose not to attend in person. You may also participate by telephone; a call-in number will be provided if you elect to participate via telephone.

To request an appeal hearing you have several options:

  • Call Customer Service at 402-441-7109
  • Complete and return the Notice of Appeal form PDF included in your letter
  • Write your own letter notifying StarTran of your intent to appeal

These are options, and you do not have to file a written appeal. All of these options provide you the opportunity to be heard and to present information and arguments why you believe the No-Ride violations should be excused. Written letters of Appeal should be sent to:

StarTran – HandiVan 710 J St Lincoln, NE 68508

StarTran will advise you in writing of the Appeal Committee’s decision concerning your appeal. The decision of the Committee is final. Patrons have the right to use the service if the Committee has not made a decision within 30 days of the completion of the appeal process.


PDF Version of Proposed Policy Changes (86 K) PDF