My local paratransit has been sued several times for substandard service. One of the results of that is that the cost of the ride is refunded if the ride is late. The penalty is the same whether the ride is 5 minutes or two hours late. One of the downsides to this is that, if a ride is already late, the client will be left further behind as the dispatcher gives priority to riders who can still be picked up on time, minimizing the penalties.
I would like to see the incentive for that behavior minimized by having further penalties for every 15 minutes late a client makes it to their destination. So, if a client gets to work two hours after the scheduled time, there would be eight penalties assessed, rather than one.