What is a trip cancellation?

A trip cancellation is a booked ride withdrawn before the driver arrives. Cancellations come from riders, facilities, brokers (for example when a member loses eligibility) or the provider itself. Contracts distinguish advance cancellations, which are free, from late cancellations inside a cutoff (commonly two hours), which some payers reimburse at a reduced rate if the driver was already en route.

Why cancellations matter for NEMT

Cancellations are unavoidable; unmanaged cancellations are a cost problem. Track cancellation rate by source and time of notice, confirm trips the day before to surface cancellations early, and make sure dispatch re-fills the freed slot. Where late cancellations are billable, document the driver's location and time with GPS and bill them; they are one of the most commonly forgotten line items.

Related terms

• Will Call
• On-Time Performance (OTP)
• Pickup Window
• Deadhead Miles
• Same-Day Trip