The MobilityLink No-Show and Late Cancellation policy has been designed to discourage unnecessary cancellations and No-Shows. No-Shows and cancellations reduce the efficiency of the service and cause inconvenience to other passengers. MobilityLink recognizes that there are times you cannot help canceling your service or not showing up for a scheduled trip
A No-Show will be added to a passenger’s record when the following situation(s) occur:
- A passenger is not at the pick-up point within five minutes after the vehicle arrives within the scheduled pick-up window
- A passenger cancels a ride less than two hours before the scheduled pick-up time
- A passenger chooses not to ride after the vehicle arrives within the scheduled pick-up window
If you fail to show up for a scheduled trip and a No-Show is recorded, any other trips for that day will remain on the schedule. It is your responsibility to cancel any other trips for the day if not needed. Under federal law, MobilityLink may not assume that a passenger will not take the other scheduled trips for that day.
If you have a No-Show or cancel late for reasons beyond your control (for example, a sudden illness or hospitalization) please contact MobilityLink at 410-764-8181 and select Option 8 as soon as possible to provide an explanation. Any customer who receives a No-Show designation will be notified of such in writing. You will have the opportunity to appeal any No-Show on your record.
What are the penalties for no-show violations?
You are subject to the No-Show penalties if you cancel your rides late and/or fail to show up for 30 percent of your scheduled trips during a month. The purpose of the policy is to discourage behavior that is costly for MobilityLink and an inconvenience to other customers who are delayed when someone does not show up as scheduled.
- A warning letter will be issued after the first violation
- A final warning letter will be issued after the second violation
- After the third violation you will be notified of a seven (7) day suspension of service
- After the fourth violation you will be notified of a seven (7) day suspension of service
- After the fifth violation you will be notified of a seven (7) day suspension of service
- After the sixth violation you will be notified of a thirty (30) day suspension of service
Each letter will show the day and time of each violation. If you disagree with the notification or warning letters, you should take the earliest opportunity to clarify misinformation. Please provide information that explains any circumstances beyond your control that may have caused a No-Show or late cancellation. If the initial information is not corrected in a timely manner it may affect your appeal in later steps.
A No-Show will not be charged if the vehicle arrives beyond the 30-minute pick up window.
How do I appeal a no-show penalty?
If you disagree with a suspension, you will need to adhere to the following procedures for an appeal:
- Your appeal request may be done in writing, in person, or by phone within seven days from the date on your No-Show/Late Cancellation Suspension letter.
- Submit the Appeals Form to Mobility Appeals, Office of Equal Opportunity Compliance Programs at 4201 Patterson Avenue 2nd Floor, Baltimore, MD 21215, or
- Make an in-person appeal request at the same address, or
- Call the ADA Compliance and Determination Administrator at 410-764-8507. You can leave a message and this will be recorded as a notice of appeal.
- Your hearing will be scheduled within 30 days of the appeal request. You will be notified of the date, time and location of your hearing.
- It is important that you attend the hearing in person, by phone, or that you submit by the hearing date any information you would like us to consider.
- Please contact MobilityLink to schedule a ride to your appeal hearing if needed. The ride will be provided free of charge to encourage your attendance at the hearing.
- If you fail to participate in your appeal, the original decision will be reviewed and an appeal decision will be rendered as to whether to uphold or overturn the original decision.
- You may have a representative with you during the hearing.
- Within thirty days of your hearing, you will be informed in writing whether your appeal is upheld or denied.
- If you appeal a suspension, service will continue until the appeal is decided. If the appeal is denied, suspension will begin the following day. During the time between a request for an appeal and the appeal hearing decision, any No-Show violations incurred during that time will be recorded and added to any existing violations.