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Cancelled Trip Any trip where the rider cancels by 5 p.m. the day prior to the scheduled trip. Late Canceled Trip Any trip where the rider cancels after 5 p.m. the day prior to the trip but before the scheduled pick-up time. Passenger No-Show Any one of the following: • Any trip where the driver arrives at the pick-up destination during the scheduled 20-minute pick-up window and the rider is not present. • Any trip where the driver arrives at the pick-up destination during the scheduled 20-minute pick-up window and the rider cancels at the door. Trips will be tagged as a no-show only after driver and dispatcher have tried to make contact with passenger(i.e. knocking on rider's door and calling rider on phone). Contractor will automatically cancel any return trip for passenger who no-shows unless notified by the rider that the trip is still needed. Provider Missed Trip Any one of the following: • Any trip where CONTRACTOR fails to send an appropriate vehicle out for a scheduled pick-up and as a result the trip is not performed. • Any trip where the driver arrives outside the 20- minute pick-up window and the rider refuses the trip. • Additionally, CONTRACTOR and CITY staff will make a determination as to whether a trip is considered a no-show or missed trip when the vehicle arrives outside of the pick- up window and the rider is not present. These trips will be investigated to determine whether certain missed trip criteria are met(i.e. the rider was not present because s/he took an alternate mode of transportation so that s/he would not be late for an appointment.) Late Trip Any trip provided to a rider/group where the driver arrives 1- 20 minutes past the pick-up window. Very Late Trip Any trip provided to a rider/group where the driver arrives 21-59 minutes past the pick-up window.