Rideshare Issues
Overview of commonly asked questions pertaining to issues with Rideshare rides.
Sometimes rides don’t always go as planned. This article outlines some common rideshare issues that you and your rider may encounter along with the appropriate next steps to follow.
I Have a Complaint about a Driver
While it is our goal for all riders to have a safe, comfortable ride, there unfortunately may be instances when a rideshare driver does not meet expectations. In these cases, we encourage you or your rider to report such instances to Roundtrip so feedback and coaching may be provided.
To file a complaint regarding a serious or urgent matter, you can call our 24/7 Navigation Center at (877) 396-8080. For all other ride complaints, please email our Support Team at rideqa@roundtriphealth.com with the following information:
- Ride ID
- Driver's name
- Vehicle description
- Description of the incident
Once received, our Support Team will contact the respective rideshare partner for further action.
Drivers Keep Canceling or Arriving to the Wrong Location
One of the biggest frustrations that Riders and Care Coordinators face with rideshare transports are "Missed Connections." These are cancellations that occur when the Rider and Rideshare Driver fail to connect at the pick-up location and complete the ride as requested. This can happen due to two major scenarios:
- The driver cancels the ride at their own discretion
- The driver cancels the ride as a “Passenger No Show”
- This can be caused by either the Rider not arriving to the vehicle timely or the driver arriving to the wrong location.
Depending on the cause of the missed connection, next steps may vary. Notifications are a great way for Riders to stay up to date on their driver’s arrival and to prevent these cancelations. If your Rider is experiencing repeated cancelations, please contact our 24/7 Navigation Center at (877) 396-8080 or email our Support Team at rideqa@roundtriphealth.com for further investigation.
My Rider Lost an Item
If a rider's personal items are left in a vehicle, we want to do our best to ensure those items are returned as quickly as possible. Please view our dedicated article on this topic here.
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.