My Rider has a Lost or Damaged Item
Overview of reporting an item that was lost or damaged during transport.
We know how frustrating it can be when an item gets left behind or damaged during transport. Depending on the type of transport scheduled, the next steps may vary. Please refer to the information below on how to manage each situation, considering the vehicle type and circumstances.
For Rideshare Rides
My Rider Lost an Item
If a rider's personal items are left in a rideshare vehicle, we want to do our best to ensure those items are returned as quickly as possible. If it is a short time after the completion of the rideshare ride, you or your rider may attempt to contact the rideshare driver using the listed phone number from the Roundtrip Portal. Please be advised that the phone number provided is temporary so it may no longer work if it has been 20 minutes or longer since the ride was completed.
If you are unable to contact the driver, Roundtrip can assist with reporting the lost item to our rideshare partner:
- Contact our 24/7 Navigation Center at (877) 396-8080 for immediate assistance or send an email to rideqa@roundtriphealth.com to report the lost item. Please provide the following information in your outreach:
- Rider's full name
- Ride ID (if available)
- Date and time of the ride
- Description of item
- Rider's phone number
- Rider's email address
- Our team will then connect with Lyft/Uber to report the lost item. Lyft/Uber will connect with their driver and Lyft/Uber will follow up with the rider directly regarding any next steps.
My Rider Reported an Item was Damaged During Transport
If a rider's personal items were damaged during rideshare transport, Roundtrip can assist with reporting the incident to Lyft/Uber. Please follow these steps to escalate this incident to our team for further assistance:
- Contact our 24/7 Navigation Center at (877) 396-8080 for immediate assistance or send an email to rideqa@roundtriphealth.com to report the damaged item. Please provide the following information in your outreach:
- Rider's full name
- Ride ID (if available)
- Date and time of the ride
- Description of item and resulting damage
- Description of how the damage occurred
- Rider's phone number
- Rider's email address
- Our team will then connect with Lyft/Uber to report the damaged item. Lyft/Uber will connect with their driver and Lyft/Uber will follow up with the rider directly regarding any next steps.
For All Other Vehicle Types
My Rider Lost an Item
If a rider's personal items are left behind during transport, we want to do our best to ensure those items are returned as quickly as possible. We recommend for you or your rider to attempt to contact the assigned Transportation Provider directly to report the lost item.
If you are unable to contact the assigned Transportation Provider directly, Roundtrip can assist with reporting the lost item to them:
- Contact our 24/7 Navigation Center at (877) 396-8080 for immediate assistance or send an email to rideqa@roundtriphealth.com to report the lost item. Please provide the following information in your outreach:
- Rider's full name
- Ride ID (if available)
- Date and time of the ride
- Description of item
- Rider's phone number
- Rider's email address
- Our team will then connect with the assigned provider to report the lost item. Once contact is made, the provider will follow up with the rider directly regarding any next steps.
My Rider Reported an Item was Damaged During Transport
If a rider's personal items were damaged during transport, we recommend for you or your rider to attempt to contact the assigned Transportation Provider directly to report the incident.
If you are unable to contact the assigned Transportation Provider directly, Roundtrip can assist with reporting the incident to them:
- Contact our 24/7 Navigation Center at (877) 396-8080 for immediate assistance or send an email to rideqa@roundtriphealth.com to report the damaged item. Please provide the following information in your outreach:
- Rider's full name
- Ride ID (if available)
- Date and time of the ride
- Description of item and resulting damage
- Description of how the damage occurred
- Rider's phone number
- Rider's email address
- Our team will then connect with the assigned provider to report the damaged item. Once contact is made, the provider will follow up with the rider directly regarding any next steps.
Still need help? Contact our 24/7 Navigation Center at (877) 396-8080 or email our Support Team at rideqa@roundtriphealth.com for further assistance. Please be sure to include the Ride ID if inquiring about a specific ride. Learn how to locate the Ride ID here.