rabbittransit’s definition of a “no show” is any time a driver goes to pick up a client and he or she decides not to use the service or is not at the pickup site and has not called in to cancel his or her trip at least one (1) hour before the scheduled pick-up time. Clients that call rabbittransit at least one (1) hour before their scheduled pick up will not be charged with a “no show”.
All passengers who no show a trip will be automatically cancelled for all other scheduled trips for the day. It is the responsibility of the passenger to call at least one (1) hour in advance of the scheduled return trip (or subsequent trip) if the passenger still needs a ride. If the passenger contacts rabbittransit less than one (1) hour before the scheduled return trip (or subsequent trip), the passenger may be required to pay full fare.
We understand emergencies do occur. Should you encounter an emergency/crisis situation that can be documented, which causes you to miss your transportation appointment, you should contact customer service as soon as possible to alert them of your serious circumstances and forward to rabbittransit the necessary documentation. Taking these proper steps may prevent your trip from being recorded as a “no show” and deter from any possible service suspensions.
Should a rabbittransit Paratransit service client be a no-show during a particular month, the following actions will be taken:
Any questions regarding this No Show Policy can be answered by calling the rabbittransit Call Center at 717-846-7433 or 1-800-632-9063.
*MATP customers will also receive the MATP Written Notice Form / CAO Referral. MATP customers have separate timeframes and required state forms.
**Suspensions for MATP customers will go into effect 15 calendar days from the date of the letter and Written Notice Form notifying the customer of service suspension. The notification will be sent via first class mail.
Anytime rabbittransit must suspend or terminate a customer’s service, that customer has the right to appeal rabbittransit’s decision.
Should a customer wish to appeal rabbittransit’s decision to suspend or terminate service, the following process must be followed by the customer
Upon receiving rabbittransit’s letter notifying them that their service will be suspended or terminated, the customer must complete a Service Suspension/Termination Appeal Form and any MATP appeal forms (when applicable) and return the form(s) within 7 business days. The appeal should be sent to the Executive Director of rabbittransit. If the suspension/termination involves a MATP trip, the appeal* can also be sent to:
If your application for paratransit services for ADA is denied (or you are denied recertification), you may file an appeal on the form given to you, as long as you don't wait too long (you must be allowed at least 60 days within which to file your appeal). The ADA requires that the appeal process include an opportunity to be heard and to present information and arguments. The decision on the appeal must be made by someone uninvolved with the initial decision to deny eligibility. Written notification of the result must be provided, with reason(s) stated. If the transit agency has not made a decision within thirty days of the completion of the appeal process, paratransit service must be provided until and unless a decision to deny the appeal is issued.
If a Service Suspension/Termination Appeal Form cannot be completed within the 10 days, the customer must call the rabbittransit Call Center at 717-846-RIDE (7433) or 1-800-632-9063 and a rabbittransit staff member will complete this form over the telephone.
Upon receipt of the Service Suspension/Termination Appeal Form, rabbittransit, will respond to the customer’s appeal within 10 business days. All appeals will be reviewed by the Service Suspension/Termination Review Committee. The customer must continue to receive service while the suspension is under appeal, with the exception of issues of safety. If service is suspended for a MATP customer, the customer must have service available for an additional two weeks, so that alternate service can be arranged.
If you file an appeal, you have a few options. (1) Appeal to rabbittransit to resolve the issue locally, or, (2) you may appeal directly to the State. If you wish to do this, you can complete the form and forward it to rabbittransit (Northumberland County) or the County Human Services Department (York/Adams Counties). If you would like assistance in filing the appeal, you can call rabbittransit at 717-846-7433 or toll free at 1-800-632-9063 or the Human Services Department at 717-771-9347 or toll free at 1-800-441-2025 ext.9347. rabbittransit or the Human Services Department must forward your appeal to the State Bureau of Hearings and Appeals within 72 hours of your request.
*MATP customers have 30 days to complete the MATP appeal form.