What is a pickup window?

A pickup window is the tolerance the payer allows around a scheduled pickup time. A common standard is negative 15 to plus 15 minutes, meaning a 9:00 pickup is on time from 8:45 to 9:15. Some contracts use a wider window for standing orders and a tighter one for appointment-critical trips, and most add a separate rule that the rider must arrive before their appointment time.

Why pickup windows matter for NEMT

The window defines on-time performance, so dispatch should schedule to the window, not to the nominal time: planning to arrive at the start of the window gives a buffer for traffic and slow-loading riders. Communicating the window to riders also reduces friction; a rider who expects "between 8:45 and 9:15" is not calling dispatch at 9:02.