New and Revised Policies Sent to AAR Customers
AAR has revised its No-Show/Late Cancellation Policy and its Subscription Service Policy and established a new Seatbelt Requirement Policy – These policies will become effective on November 1, 2006. You should have received them in October. If you need copies or have questions, please call us at 877-337-2017 press "1" for the English menu and then"1" again for Eligibility.
No-Show/Late Cancellation - This policy creates a new formula for deciding if customers' missed or late cancelled trips establish a "pattern or practice" that justifies suspension of service and it sets reasonable periods of time for these suspensions. Under this policy, reserving 7 or more trips within any month and no-showing and/or late cancelling 60 percent (4) or more of them is considered excessive and a violation of this policy. Violations of this policy occurring within the same rolling 12-month period may lead to suspensions that run from 2 months (for a first violation) to 3 years (for a fourth violation). Prior to suspension, customers receive a notice of suspension and have an opportunity to appeal their suspension.
Subscription Service Policy - This service is designed for customers who travel from the same location to the same destination at the same time of day for each trip, at least 1 day a week. Trips on Subscription Service are prescheduled.
Under this revised policy customers will maintain subscription service, unless they cancel 60 percent or more of their trips in any 2 consecutive months (with a minimum of 7 trips a month) or if there is a consistent pattern of cancellations of any part of a subscription. Customers still retain the right to request advance reservations trips.
Seatbelt Requirement Policy - Customer safety is AAR's major concern. Traffic conditions may require the vehicle operator to make sudden stops, turns and/or maneuvers. Fastening one's seatbelt ensures a safer ride for customers. Therefore, customers must fasten their seatbelts prior to the AAR vehicle's movement. Drivers will assist in fastening and/or unfastening seatbelts upon request. This includes fastening the seatbelt/shoulder harness for those using wheelchairs/scooters. Customers refusing to wear seatbelts or seatbelt/shoulder harnesses will not be transported. The only exception is for customers whose disability prohibits the wearing of seatbelts.