T
Operations

Turnback (or Handback): or Handback

Definition
The act of a Transportation Provider returning a previously accepted trip to the Broker, usually due to lack of capacity or driver availability.

Overview

Why it Matters

This is the #1 Key Performance Indicator (KPI) Brokers use to grade providers. A high turnback rate (e.g., >2%) can lead to contract termination because it forces the Broker to scramble for a "Back-up" vehicle.

How it Works

The provider clicks "Reject" or "Return" in the portal on a trip they accepted 2 days ago.

Code Comparison

Comparison: Turnback vs. Rejection

Rejection: Declining a trip when it is first offered. (No penalty).

Turnback: Giving back a trip after you promised to do it. (High penalty).

Common Questions

  • Late Turnbacks: Returning a trip 1 hour before pickup. This is often fined heavily.
  • If you must turn back a trip, do it at least 24 hours in advance.

Sources

TCRP Report - Paratransit Service Contracting