Editing and Canceling Transports
Learn how to edit and cancel scheduled transports.
Plans change — here's how to edit or cancel a scheduled ride.
Before you start: confirm your current assigned group matches the group the ride is booked under (check the Ride Details page). If they don't match, you can't edit or cancel the ride.
Editing a Ride
Open the ride's Ride Details page. Rides that are in progress, completed, or canceled can't be edited — and if it's the return leg of a round trip whose outbound leg is already completed, you'll need to cancel and rebook as one-way instead.
Editing a stretcher or ambulance ride with an electronic PCS Form? See PCS Forms in Roundtrip first — extra steps may be needed to keep the form validly signed.
Just changing the time? Click Change Ride Time at the top of the page, choose a pickup or drop-off time, and click Set Time.
Any other edit: click Edit Trip, make your changes through the booking flow, and click Book Trip on the final step to save.
What Happens After an Edit
Editing a critical attribute — ride time, pickup/drop-off location, payer type, or vehicle type — can affect a Transportation Partner's ability to fulfill the ride. What happens next depends on the vehicle type and whether the ride was already assigned:
Situation | What Happens |
Rideshare, any edit | Updated details are shared with the driver once the ride launches |
Non-rideshare, critical edit to an assigned ride | The provider is notified and must submit a new ETA — if they don't or can't, the ride returns to the Community |
Non-rideshare, non-critical edit to an assigned ride | Details update in Roundtrip; the provider stays assigned, no new ETA needed |
Non-rideshare, any edit to an unassigned ride | Details update in Roundtrip; no action needed since no provider is assigned yet |
Brokered, edit to an assigned ride | Details update in Roundtrip; if already authorized, you'll need to contact the broker directly with the update |
Brokered, edit to an unassigned ride | Details update in Roundtrip; the broker gets the new info when authorization is requested |
Canceling a Ride
Open the ride's Ride Details page and click Cancel. (Not available for rides already in progress or completed.)
Depending on how the ride is scheduled, you'll see different cancel options:
- One-way ride: cancels the single ride
- Round trip: choose to cancel just one leg or both, using the tabs in the pop-up
- Repeating series: choose to cancel just this ride, the round trip, or the entire series
Select a cancellation reason, add any extra context if needed, and click Cancel Ride. The ride moves to the Canceled tab, and the rider and any assigned provider are notified.
Canceling Multiple Rides at Once
- From the Trips tab, select the rides you want to cancel.
- Click Cancel Rides.
- Choose a reason and add any notes.
- Click Cancel Ride.
A banner confirms how many rides were canceled — all move to the Canceled tab, with notifications sent the same way as a single cancellation.
Still need help? Contact the 24/7 Navigation Center at (877) 396-8080 or email rideqa@roundtriphealth.com.