Changes, No Shows, Will Calls and Cancellations
Changes in pick-up times and/or destinations must be made before 5 p.m. the day before your scheduled trip. If you need to cancel your scheduled trip, please call 817-215-8600 at least one (1) hour prior to your trip.
No-Show: A no-show occurs when a passenger fails to board the vehicle within (5) minutes after the driver arrives within the scheduled window time, cancels a trip at the door, or cancels a trip late within (1) hour of the scheduled pick up time. ACCESS will consider suspending service for those who habitually fail to take trips according to the no-show definition. You will not be charged with a no-show for circumstances beyond your control. If your service is suspended for no-shows, you have the right to appeal that decision. You will receive instructions on how to appeal in your service suspension notice. There will be no interruption in service until a determination has been made on your appeal.
Will Call: A scheduled trip is placed on will call for those passengers who get to their original destination late due to unforeseen delays on behalf of ACCESS and/or for medical emergency situations. If this occurs with your trip, please call ACCESS immediately to confirm a time for pick-up. The ACCESS dispatcher will make every effort get you picked up as soon as possible.