I Booked a Non-Rideshare Ride - What Happens Next?

Once you've scheduled a ride through Roundtrip, the process for getting the ride claimed and fulfilled sets into motion. The journey from this point can vary based on the transport level and whether Roundtrip is responsible for obtaining authorization. For an overview of what happens after a ride is successfully booked, see below:

Non-rideshare rides offer more variation in the journey compared to rideshare transports. They typically rely on Roundtrip's Community of Transportation Providers to claim and fulfill the ride. The journey can differ depending on whether Roundtrip is responsible for obtaining authorization, if the ride needs to be arranged through a broker, and so on. Read on to understand the nuances of these higher-level transports.

At a high level, this graphic shows some of the key events that occur during a non-rideshare ride's lifecycle:

Unlike rideshare rides, Roundtrip doesn't always receive real-time updates for these higher level transports. While some ride statuses automatically update on Roundtrip's platform, it is important to note that the Transportation Provider assigned to the ride often needs to manually update some of the ride statuses. Because their drivers are constantly on the road, these manual updates may not always occur timely. Regardless, there are still several ways to monitor the status of a non-rideshare ride:

In the Roundtrip Portal, you can track the current ride status on the Trips Page and the Trip Details Page. Both pages automatically update with the relevant status badge, keeping you informed about the current status. For a comprehensive look at the different status badges, please refer to this article.

Notifications are a crucial feature to keep both you and your Rider updated about the current ride status. Please note that for stretcher and ambulance level vehicles, Rider notifications are disabled by default. You can choose to enable these notifications within the booking flow when appropriate.

Unfortunately, there might be instances when a provider hasn't arrived at the estimated time of arrival (ETA) they submitted. If they haven't updated the ride status or ETA via Roundtrip to indicate a delay, we recommend reaching out to the provider if they're greater than 15 minutes late.

To locate the assigned provider’s contact information and ETA, navigate to the Trip Details Page within Roundtrip and scroll to the bottom of the page. Look for the green banner with the title “Winning ETA”.

You may contact the provider directly for an update or contact our Navigation Center at (877) 396-8080 for assistance.

If your organization is contracted for Brokered Authorizations with Roundtrip, the ride journey may look a little different. With these authorizations, rides will not go to the General Community and instead will need to be arranged with the appropriate broker.

The following graphic provides an overview of the events that occur as Roundtrip navigates the authorization for a brokered ride:

If your organization is contracted for Non-Brokered Authorizations with Roundtrip, the ride journey will look similar to the journey for other payer types. With these authorizations, rides will still go to the Community to be claimed. Once a provider has been assigned to the ride, Roundtrip’s Navigation Center can begin the authorization process.

Please note: authorizations with many commercial payers often occur after the ride has taken place. Our Navigation Center will prioritize payers known to require same-day authorizations.

The following graphic provides an overview of the events that occur as Roundtrip navigates the authorization for a non-brokered ride:

In the Roundtrip Portal, you can track the current authorization status on the Trips Page and the Trip Details Page. Roundtrip's Navigation Center will update the authorization status as updates are received. For a comprehensive look at the different authorization statuses and where to view them, please refer to this article.

When our Navigation Center updates the authorization status within Roundtrip, you will receive a notification via your preferred method. Please note, you must enable notifications for the specific ride to receive these updates. This can be configured on Step 5 of the booking flow within Roundtrip.