Ride Fulfillment is defined as the percent of rides that were successfully completed exclusive of 1) canceled rides for reasons outside of Roundtrip’s control and 2) rideshare disruptions (missed connection or no driver is found) that are redispatched and ultimately completed. Reasons for canceling a ride that are outside of Roundtrip control can include duplicate bookings, changed appointments, delayed discharges, etc.

Completion Rate is simply the proportion of scheduled rides that are completed. If 100 rides were scheduled within a specific date range, and of those rides 50 were completed to date, then the completion rate is 50%. This rate includes every cancelation reason that a user may select when canceling a ride, regardless of the reason or cause. It also includes every rideshare disruption, regardless of whether the ride was eventually fulfilled. Ride Fulfillment, on the other hand, excludes certain cancelation reasons that are outside of Roundtrip’s control and adjusts for rideshare rides that may have been redispatched, but ultimately end up with the ride being completed.

Missed Connections are cancellations that occur when the Rider and Rideshare Driver fail to connect at the pickup location and complete the ride as requested. This can happen due to two major scenarios:

Usually a missed connection can be resolved by redispatching a new rideshare ride in Roundtrip. For more details and recommendations on preventing missed connections, please view this article.

Driver availability for rideshare can vary depending on a variety of factors including location, time of day, weather conditions, etc. If a rideshare ride is launched in Roundtrip but our rideshare partners are unable to locate an available driver, the ride will be canceled. In some cases, redispatching the ride a few minutes later may be successful if a new driver becomes available in the area. In other cases, redispatching may result in additional cancelations. An alternate vehicle type such as a taxi may need to be booked instead or the rider may opt to find alternate transportation.

To proactively prevent these cancelations, Roundtrip regularly reviews coverage data from our rideshare partners to help predict driver engagement in certain areas. This historical data is used as a predictor of driver availability for a requested location. If our data indicates there is low driver availability for a requested pick-up or drop-off address, a warning will populate in the Book Trip Flow to alert the ride booker and will recommend a different level of transportation be booked.

Because rideshare drivers are independent contractors, Lyft and Uber allow drivers to cancel rides at their own discretion. Drivers may decide to cancel if the requested ride is beyond their preferred scope. For example, if the driver has to travel a far distance to the pickup location or decides the drop-off location is too far away, the driver may opt to cancel the ride without receiving any compensation. When this occurs, redispatching a new rideshare ride is usually successful to locate a new driver who will fulfill the request.

When an assigned Transportation Partner does not show up as expected, we understand how frustrating this can be for you and your rider. If this occurs, we recommend contacting the assigned Transportation Partner directly for an update or by reaching out to our 24/7 Navigation Center at (877) 396-8080 for further assistance.

Our Transportation Team routinely reviews feedback on our Transportation Partners' performance. If a partner has repeated no-shows or late arrivals, our team will provide coaching and retraining as needed. Additionally, we implement corrective action plans for partners who consistently demonstrate unsatisfactory performance.

In some circumstances, unfortunately Roundtrip may not be able to secure a Transportation Partner to fulfill the transport request. We understand how frustrating this can be for you and your riders. Once a transport is booked in Roundtrip, the Transportation Partners in our Community are notified that the ride is available. Our Transportation Partners may then respond to these rides by submitting an ETA or declining if they are unable to accommodate the request. You and your rider will receive an automated notification once a Transportation Partner is found (if notifications are enabled).

If no Transportation Providers are available to claim the transport, it will be canceled within Roundtrip. Depending on your organization’s settings, the cancelation may occur a set time before the scheduled ride time if unsecured or several hours after the requested ride time. If rides repeatedly cancel due to unclaimed rides, our Transportation Team may assess if additional Transportation Partners need to be onboarded or if our existing partners need to be re-engaged to increase fulfillment.

Location can be a significant barrier to care for riders, especially for those living in or receiving care from facilities in rural areas. Meeting transportation needs in these regions can be particularly challenging. Roundtrip’s dedicated Transportation Team has extensive experience in supporting transportation needs, even in the most remote parts of the country. Our team takes a multi-faceted approach to increase ride fulfillment in these challenging areas: