Recording Cancellations, Missed Trips, and No-Shows

PASS offers a variety of cancellation reasons and codes.

Before you begin

Schedule Editor must be open.

About this task

In cases when a client calls to cancel a trip or the driver shows up at the appointed time and place of a pick-up and the client is not present, or the vehicle fails to pick-up the client at the appointed time and place, or a trip has been booked in error, the trip must be marked as canceled.

How PASS cancel codes are used depends on the individual policies at your site. Site-specific codes and rules about cancellation code and no show usage are defined by a system administrator in Schedule Status Codes ancillary data.

Procedure

  1. Locate the trip (pick-up or drop-off event) to be canceled.
    Typically, this would be done in Run Itinerary view. If a trip you want to cancel has not yet been scheduled to a run, click the Display Trips button:
    Ts on blue paper.

    In the list of unscheduled trips, click the appropriate trip.

    If unscheduled trips are not listed, adjust the filters on the Options tab.

  2. Do one of the following:
    • Click the Cancel/No Show menu, and then click the cancel command that best fits the situation. If a confirmation message appears, click OK.

      The Cancel/No Show menu allows you to choose standard cancel codes.

    • Right-click, and then click Cancel/No Show. If a confirmation message appears, click OK. Select the cancel code to be applied and click OK.

Results

The trip is taken off the run itinerary (or removed from the unscheduled trips list) and labeled with the appropriate code.
Note: If you choose Missed Trip but Transported, the trip is marked with the code NT. Because the provider is still able to transport the client to the destination, the drop-off remains on the run itinerary.
Note:

If you choose Cancel at Door, No Show, or Missed Trip, the Set Time dialog box appears. This dialog box records the time at which any one of the three noted trip cancellation types occurred. Enter the necessary information and then click OK to close the dialog box.

The drop-off event for this trip disappears from the run itinerary. In the Status column, the pick-up event for this trip is labeled with the appropriate cancel code. If no Estimated time was specified but an Actual time was specified in the Set Time dialog box, the time appears in the Est Time column.

What to do next

To view the canceled trip, you may need to check Client Itinerary view, or look for it in Trip Administration.