No-Shows and Late Cancellations

YKFlex staff will keep a record of all incidents of no-shows and late cancellations to identify policy abuse. Incidents with valid explanations will not be treated as violations.

A warning letter will be issued if a passenger has more than 3 no-shows or more than 6 late cancellations with unsatisfactory explanations in one calendar month.

Consequences

  • Additional incident within one month of a warning letter: Second warning
  • Second letter within 6 months of a warning letter: 2-day suspension and cancellation of subscription trips
  • Third letter within 12 months of a warning letter: 7-day suspension
  • Fourth and subsequent letters within 12 months of a warning letter: Service suspension and required meeting with YKFlex Staff before service resumes

Warning letters explain the policy, potential suspension, and appeal period, as well as request the user contact YKFlex staff.

Violent, Disruptive, or Illegal Behaviour

Behaviour that endangers people or property will not be tolerated.

  • First incident: Written warning
  • Second incident: 30-day suspension
  • Third and subsequent incidents within 12 months: Service suspension and required meeting

Serious offences may result in immediate suspension. Riders with cognitive disabilities may be required to travel with an attendant.

Appeals

Appeals are available for eligibility decisions, warnings, and suspensions, and must be based on new or misinterpreted information. Compassionate appeals are not considered.

  • No-show/late cancellation appeals: justification may be provided by phone or in person
  • First and second warnings: phone or in-person justification
  • Third and subsequent warnings or eligibility decisions: written appeal to the YKFlex Manager

Note: Appeal deadlines will be stated in warning letters.