No Show & Cancellation Policy

The Benzie Transportation Authority(BTA) understands that because your ride requires trips to be scheduled in advance, riders may sometimes miss scheduled rides or forget to cancel rides they no longer need. BTA also understands that riders may sometimes miss scheduled trips or be 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 BTA’s no-show policy.

Definitions: No-Show, Pickup Window, and Late Cancellation

No-show

A no-show occurs when a rider fails to appear to board the vehicle for a scheduled trip. This presumes the vehicle arrives at the scheduled pickup location within the pickup window and the driver waits at least 3 minutes. No Show fee is the one-way fare DOUBLED.

Pickup Window

The pickup window is defined as the 20-minute window provided when scheduling your ride. Riders must be ready to board a vehicle that arrives within the pickup window. Upon arrival, the driver will wait for a maximum of 3 minutes within the pickup window for the rider to appear.

Late Cancellation

A late cancellation is defined as either: a cancellation made less than 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. Late Cancellation is the one-way fare DOUBLED. 

Definition: No-Shows Due to Operator Error or to Circumstances Beyond a Rider’s Control

BTA does not count as no-shows or late cancellations any missed trips due to BTA’s 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 arrive in the pickup window and depart without waiting 3 minutes.

BTA 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 Benzie Bus when experiencing no-shows or late cancellations due to circumstances beyond their control.

Handling Subsequent Trips Following No-shows

When a rider is a no-show for one trip, all subsequent trips on that day will be automatically canceled. It is the responsibility of the rider to reschedule the return trip if still needed.

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

Each verified no-show or late cancellation consistent with the above definitions counts as 1 penalty point. Riders will be subject to suspension after they accumulate 5 penalty points in one calendar month. 

Penalties are as follows:

• 1st month in violation = warning letter
• 2nd month in violation = 7 days suspension
• 3rd month in violation = 14 days suspension
• 4th month in violation = 21 days suspension
• 5th and subsequent months in violations: 28 days suspension

All suspension notices include a copy of this policy, information on disputing no-shows or late cancellations and how to appeal suspensions.

Disputing Specific No-Shows or Late Cancellations

Riders wishing to dispute specific no-shows or late cancellations must do so within 5 business days of receiving suspension letters. Disputes may be emailed to dispatch@benziebus.com