What if I cancel or do not show for my ride?

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!

Show All Answers

1. What are the Milpitas SMART health guidelines during the COVID-19 pandemic?
2. Where can I ride Milpitas SMART?
3. What are the Milpitas SMART service hours?
4. How is this different from Uber or Lyft and other transit services in the area?
5. What other modes of transit can I connect to?
6. Where can I board Milpitas SMART?
7. What type of seats can I book?
8. How much does it cost for a ride?
9. Am I eligible for a reduced fare?
10. How do I pay for a ride?
11. How do I book in advance?
12. How do I schedule a trip?
13. How do I cancel or change a scheduled ride?
14. Can I book in another language besides English?
15. How do I know when a driver will pick me up?
16. How will I recognize my Milpitas SMART ride?
17. How long will the driver wait for me?
18. What if I cancel or do not show for my ride?
19. Will I be able to rate my trip?
20. What is Milpitas SMART's policy for car seats?
21. What if I am traveling with a service animal or pet?
22. Who will be my driver and are they required to have background check?
23. What if I have comments, concerns, or questions about Milpitas SMART?