No-show policy

View the GoTriangle ACCESS No-Show Policy here. No-shows increase GoTriangle ACCESS operational costs, waste taxpayer funds and cause an inconvenience to passengers who are riding the van or who wanted to but were unable to book a trip during the time of the no-show. It is important to identify passengers who have developed a pattern and practice of accumulating no-shows, based on their frequency of use.  

In order to be subject to a warning or suspension, a passenger must have booked 10 trips or more in a calendar month. Example: If a passenger books 10 trips and doesn't show up for 20 percent or more of these trips during the calendar month, he or she will be in violation of the no-show policy and subject to the progressive corrective action plan.

A passenger will be subject to the progressive corrective action plan only if both the minimum number of trips booked and the minimum number of no-shows are reached during a calendar month.

All suspension periods will begin on a Monday. The length of a passenger’s suspension will adhere to the progressive corrective action plan described as followed:

  • First calendar month with ten (10) or more trips booked – When the no-show percentage of a passenger’s scheduled trips reaches 20 percent of the trips booked during that calendar month, the passenger will be advised verbally of the no-show policy and a letter will be sent to the passenger’s residence with a copy of the policy enclosed. All written notices will include specific details and date(s) of the no-show and/or late cancellation. The no-show record can be wiped clean if the passenger does not have any more no-shows during the next calendar month.
  • Second consecutive calendar month with no-shows – When the no-show percentage reaches 20 percent of the trips booked during the second consecutive calendar month, the passenger will receive a final warning letter and a copy of the no-show policy. All written notices will include specific details and date(s) of the no-show and/or late cancellation. The no-show record can be wiped clean if the passenger does not have any more no-shows within the next 30 consecutive days.
  • Third consecutive calendar month with no-shows – When the no-show percentage reaches 20 percent of the trips booked during the third consecutive calendar month, the passenger will receive a seven-consecutive-day suspension.
  • Fourth consecutive calendar month with no-shows – When the no-show percentage reaches 20 percent of the trips booked during the fourth consecutive calendar month, the passenger will receive a 14-consecutive-day suspension.
  • Fifth consecutive calendar month – When the no-show percentage reaches 20 percent of the trips booked during the fifth consecutive calendar month, the passenger will receive a 21-consecutive-day suspension.
  • Sixth consecutive calendar month – When the no-show percentage reaches 20 percent of the trips booked during the sixth consecutive calendar month, the passenger will receive a 30-consecutive-day suspension.

Right of appeal:

Anyone affected by the No-Show Policy and/or disagreeing with the eligibility determination received is entitled to request an appeal. Any request for an appeal must be made in writing and must be mailed within 60 days of the date of the suspension or eligibility determination letter. Please address your request for an appeal to the attention of the transit manager. If you disagree with the decision made by the transit manager, you may appeal that decision in writing to the director of EEO/DBE. Your written request for appeal must be received by the director of EEO/DBE within 10 calendar days after the date of the written decision of the transit manager.

Persons submitting written appeals to the transit manager and the director of EEO/DBE shall be provided written notification of the decision and the reasons for the decision. GoTriangle is not required to provide ADA service to the individual pending the determination on appeal. However, if  GoTriangle has not made a decision within 30 calendar days of the completion of the appeals process, GoTriangle shall provide ADA service from that time until and unless a decision to deny the appeal is issued.


Visitors policy

Eligible visitors will be served for a period of 21 days – during any 12-month period on GoTriangle ACCESS. Individuals from outside the GoTriangle service area of Raleigh, Durham and Chapel Hill (also referred as the Triangle area) will be served by GoTriangle ACCESS as ADA visitors if they are unable to use the local and/or regional accessible, fixed-route transportation services due to disability-related functional limitations.

According to ADA regulations, an individual residing outside of the area served by GoTriangle ACCESS is eligible for complementary paratransit service as a visitor:

  • 2a: If the individual presents documentation of ADA paratransit eligibility from his or her home jurisdiction.
  • 2b: If the individual has no such documentation (of ADA paratransit eligibility), then the individual is to provide documentation of residence outside of the Triangle area and proof of functional limitations due to his or her disability. 

To request visitor status, contact the GoTriangle ACCESS office by phone, mail or fax.  Please be prepared to give:

  • 3a: Information verifying ADA eligibility from outside the Triangle area.
  • 3b: Evidence of disability as described in 2a and 2b above.
  • 3c: Expected dates when visitor desires to use GoTriangle ACCESS and the address of where the visitor will be staying in the Triangle during his/her visit to the area.



    GoTriangle ACCESS office staff will process the application promptly. The visitor will be notified of the determination regarding status as an ADA-eligible visitor and, if eligible, information will be entered into the rider database.

Contact us here:

  • Mailing address: GoTriangle ACCESS, 5201 Nelson Road, Morrisville, NC 27560
  • Phone: 919-485-7468
  • Fax: 919-485-7471