How to Cancel a Trip
You must cancel same-day trips no later than two hours before your scheduled pickup time by calling 585-224-8529. Drivers are not able to cancel rides.
If you know one or two days in advance that you won’t be taking your scheduled trip, call scheduling (585-224-8330).
When cancelling a two-way trip, you must inform Access that you are cancelling both the original trip at your pickup location and the return trip from your drop off location. Return trips are not automatically cancelled.
The penalties for customers who no-show or late cancel trips are listed under No-Show/Late Cancellation Violations.
- Be at your pickup location ready to travel at your scheduled pickup time. If you need to take an elevator or walk a distance to your pickup location, please allow extra time.
- When the vehicle arrives, please show the driver your ID card and pay the exact fare as you board.
- Drivers must wait five minutes after your scheduled pickup time, even if they arrive early. Drivers arriving after your scheduled pickup time must also wait five minutes before leaving.
- If you do not arrive within the 5 minute wait period, the driver will leave.