Please notify CrossTown Connect Dispatch at (978) 844-6909 no later than 4:00 p.m. on the day before your scheduled trip if you must cancel.
- American Disabilities Act (ADA) paratransit customer cancellation policy requires passengers to call 2 hours prior to the scheduled pick up window.
- Before 4:00 pm, you can speak with Dispatch directly; after 4:00 pm and on weekends, you can leave a message with the following information:
- Your name
- Date and time of the trip that you are cancelling
- Please note that emailed cancellations or cancellations made by calling the driver directly or any phone number than Dispatch at (978) 844-6809 will not be accepted.
- A trip is considered a NO-SHOW if you don’t appear at your scheduled pick-up point with 5 minutes of the driver’s arrival. If you’re running late, be sure to call the dispatcher so we can determine if arrangements can be made.
- If you cancel or don’t show up (NO SHOW) for trips regularly, you’ll be issued a violation, and your access to Acton Transportation Services can be suspended for a period of time. It is considered a violation of policy if you late cancel or no-show for at least 20% of the trips you have booked in any given month.
- If the person being excluded has had a violation in the past 12 months, they may be suspended for up to 7 days.
- If the person being excluded has had two or more violations in the past 12months, they may be suspended for up to 14 days.
- If the person being excluded has had three or more violations in the past 12 months, they may be suspended for 30 days.
If you have questions or need this information in another format, please call CrossTown Connect Dispatch at (978) 844-6809 or email transportation@actonma.gov.