Overview of Ride Statuses
An overview of ride statuses within Roundtrip and how they are reflected via status badges.
Throughout a ride's lifecycle, status badges in Roundtrip will update you on the ride's current status. Status badges can vary slightly depending on the type of transport booked:
Rideshare Status Badges
For Rideshare rides booked through Lyft and Uber, Roundtrip receives real time updates once the ride has been launched. These updates will be reflected in the ride’s status badge within Roundtrip:
Requested
The ride is scheduled but has not yet been launched to begin finding a driver. The ride will launch 5–20 minutes before the scheduled ride time (depending on your group’s settings).
Finding Driver
The ride has launched to Roundtrip’s rideshare partners and is searching for the closest available driver. This process can take a few minutes.
To Pickup
A driver has been assigned and is en route to the rider’s pick-up location.
At Pickup
The assigned driver has arrived and is waiting at the rider’s pick-up location.
To Destination
The rider has been picked up and the driver is en route to the rider’s drop-off location.
At Destination
The assigned driver has arrived at the rider’s drop-off location.
Completed
The rider was dropped off and the driver marked the ride as successfully completed.
Canceled
The ride has been canceled.
Not Started
The ride was scheduled as a will call and has not yet been launched or had a time set.
Non-Rideshare Status Badges
For all other levels of transport excluding Rideshare, status badges may look a little different depending on your organization’s settings and what services are in scope with Roundtrip. In addition, some statuses are dependent on intervention by the assigned Transportation Provider so there may be some variation from ride to ride:
Pending
Ride was requested but has not yet been sent to the Community. The ride may need to be scheduled through a broker if the payer is a Medicaid plan.
Confirming ETA
Makes the ETA Confirmation window visible in the dispatcher view with a new Confirm ETA status and real‑time timer.
Checking Availability
Ride was requested and providers within Roundtrip’s Community have been notified that the ride is available.
Claimed
A Transportation Provider has been assigned to the ride.
On time
The assigned Transportation Provider has indicated that they are on-time for the scheduled pick-up.
Delayed Rides
The assigned Transportation Provider has indicated that they are running late for a scheduled pick-up. The number of minutes may vary depending on the time the provider selects.
To Pickup
The assigned Transportation Provider has indicated that they are en route to the pick-up location.
At Pickup
The assigned Transportation Provider has indicated that they arrived at the pick-up location.
Calling Transports
If this service is in scope with your organization, this means calls are being manually placed to Transportation Providers in the area.
CAD-Integrated Non-Rideshare Status Badges
When a transportation provider has their fleet management software integrated with Roundtrip, Status Badges on the Dashboard and on each Trip Details page will show more granular progress of the transportation provider. If a ride is claimed by one of these providers, the status badges you’ll see once a ride is in progress include:
- To Pickup
- At Pickup
- To Destination
- At Destination
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.