Managing rider violations is an important part of keeping paratransit service safe, reliable, and fair—for eligible riders who depend on it and for the teams working hard to deliver it every day. While eligibility requirements and application processes help protect service, there are a few additional tools you can use to prevent inevitable violations like no-shows or late cancellations.
What is your main lever for protecting service once riders are approved? Clear suspension policies and the tools to implement them. These policies protect on-time performance and productivity by reducing repeat no-shows and late cancellations that waste vehicle hours, while also giving staff a consistent way to respond to serious safety or conduct issues.
Via’s Rider Suspensions feature makes it easy to manage violations. Apply and track suspensions in a structured way—so enforcement of your agency’s policy is consistent and defensible.
Use individual suspensions when the decision requires judgment.
These are situations where context matters and you may need rider-specific conditions or documentation, such as:
Use bulk suspensions when you’re enforcing an objective rule at scale.
Bulk actions are best for policy-based thresholds—where the criteria is clear and consistent across riders, for example:
A centralized view of rider activity is essential for maintaining service health. Via’s Riders Page and activity reports give you one place to manage all riders in your service, including no-show counts, so you can track trends, manage suspensions, protect eligibility, and keep your service running smoothly.
When suspensions are applied cleanly and consistently, agencies can save service for eligible riders, protect capacity for the trips that matter most, and keep costs in check—without adding administrative burden to already-busy teams.
Want to learn more? Check out Via’s paratransit services here.