When you book a ride with SMART you are making a commitment to the system and the driver as a schedule is created to accommodate your trip. If due to some reason you are not able to take the ride, we advise you to cancel as soon as possible.
To ensure that all SMART customers have access to book rides, we have updated our policy. Effective December 15, 2023, we will limit bookings for SMART users with excessive late cancellations or no-shows.
Who is impacted: Customers with at least 10 rides booked in the last 60 days that have cancelled late* and/or were a no-show for 20% of their rides. (*Cancelled rides are counted only if they are cancelled within 2 hours of the trip departure.)
What will happen: Those who fall in this threshold, will have their ability to book rides limited for 7 days. During the 7 days they can only book rides up to 48 hours in advance and have at most 3 upcoming trips booked.
Customers who cancel late and no-show to their SMART trips cause fewer rides available to others. Fewer cancellations and no-shows improves SMART's system capacity. Thank you for your assistance helping SMART get our community to where they need to go!