This is called a ‘no-show’ and occurs when the Reach vehicle arrives within the designated pick-up window and the customer is not at the designated location. Other ways to receive a ‘no-show’ are:
- When booking for and traveling with multiple customers, all customers must be at the designated pick-up location. If number of customers at time of booking are not at the designated pick-up location, the account holding customer will receive a ‘no-show’.
- A ‘no-show’ can also occur if the customer cancels an trip they booked in advance less than two (2) hours before the designated pick-up window.
If the customer has booked several sequential rides and no-shows for the first leg of the trip, all later scheduled trips are not automatically cancelled.
When a Reach customer accumulates three ‘no-shows’ within a month, they will receive a notification warning of potential further action if excessive ‘no-shows’ occur. Reach Customers with excessive ‘no-shows’ will be evaluated for account suspension.