To ensure that all our customers have the opportunity to book their rides, starting Friday November 29, 2019, we are assessing and suspending COLT accounts based on:
- High no shows rate (failing to board the bus without prior cancellation) – 3 or more no shows out of 10 booked rides; and/or
- High late cancellation rate – 50% or more trips out of 10 cancelled within 5 hours of the scheduled trip time.
We understand your plans may change and we appreciate when you cancel your trip in advance rather than no show. The suspension program is meant to address account holders who show a pattern of late cancellation or no show — this behaviour unfairly reduces the level of service we can provide to other COLT riders.
We will be assessing accounts on a ongoing basis; if you fall within this suspension threshold you will be contacted directly to outline the terms and conditions of your suspension and how you can apply to have the suspension removed. If the problem of no shows and/or late cancellations persists, and the behaviour is deemed to be interfering with COLT service, then Transit Bylaw 22/2019 will be enforced.