Hamilton’s accessible transit system, the Disabled and Aged Regional Transit System (DARTS), is implementing a new system for addressing no-show and cancelled trips by riders.
The new points-based system will dock riders two points for failure to show, two points for “cancellation at the door” and one point for late cancellations. The new system will no longer issue penalties for “excessive cancellations,” which refers to passengers cancelling a large number [more than 25 per cent] of the rides they book.
Upon reaching seven points within a calendar month, riders will be issued a warning letter. If they have another seven-point violation within another calendar month within a twelve-month period, they will be issued a three-day suspension of service.
A third month of violation within the twelve-calendar-month period will result in a ten-day suspension. A fourth month of violation within the twelve-calendar-month period will result in a 30-day suspension.
Michelle Martin, the City’s Manager of Accessible Transit Services, explained there are appeal processes before any suspension takes effect. Furthermore, suspended individuals will continue to have access to DARTS for medical appointments.
“For any level of suspension, customers may appeal to the Accessible Transportation Supervisor to have medical trips excluded. So this is different than the previous policy.”
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v. 1.0.0
Published: July 11, 2025
Last updated: July 11, 2025
Author: Joey Coleman
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v. 1.0.0 original version