Rideshare Missed Connections

One of the biggest frustrations that Riders and Care Coordinators face with rideshare transports are "Missed Connections." These are cancelations that occur when the Rider and Rideshare Driver fail to connect at the pick-up location and complete the ride as requested. This usually happens for one of two reasons:

A rideshare trip may be canceled by the driver after arriving at the pickup location if the trip falls outside of the driver's preferred scope.

When a driver marks their arrival in the rideshare application, additional trip details become available, including the total distance, estimated duration, and drop-off location. After reviewing these details, the driver may decide not to complete the ride and can cancel the trip at their discretion.

If notifications are enabled for the ride, both the ride booker and the rider will receive a cancellation notification.

The cancelation process typically follows these steps:

A canceled ride can be redispatched through any of the following methods:

Notification preferences are configured during the booking process.

Riders can receive:

Ride bookers can receive:

A rideshare trip may be canceled as Rider Not Present at Pickup or Passenger No-Show when the driver arrives at the scheduled pickup location and the rider does not enter the vehicle within the required waiting period.

According to rideshare provider policies, drivers are generally required to wait approximately five minutes at the pickup location before the trip qualifies as a no-show cancellation and any applicable cancellation fee.

A no-show may occur for several reasons, including:

If notifications are enabled for the ride, both the ride booker and rider will receive updates throughout the process.

The no-show process typically follows these steps:

A canceled ride can be redispatched through any of the following methods:

Notification preferences are configured during the booking process.

Riders can receive:

Ride bookers can receive:

Sometimes a rider may report that they cannot find their driver even though the ride status shows To Patient or At Patient.

Before requesting a new ride, try the following troubleshooting steps:

Review the ride in the Roundtrip Portal and confirm that the status is either To Patient or At Patient.

Ensure the pickup address listed in the portal matches the rider's current location.

Ask the rider, or a staff member assisting the rider, to look outside and around the pickup location to determine whether the driver is waiting nearby.

Use the driver contact information available in the Roundtrip Portal. If additional assistance is needed, contact the Roundtrip Navigation Center at (877) 396-8080 for help connecting with the driver.

In some cases, rideshare drivers may arrive at a nearby location rather than the exact address entered in Roundtrip.

This can occur because rideshare providers often navigate using GPS coordinates that may not perfectly align with the physical address associated with the trip.

If riders frequently experience missed connections because drivers are arriving at the wrong location:

Providing this information allows the team to investigate and identify any location or mapping issues that may be contributing to the problem.

For rideshare rides, cancelation fees can be incurred when there is a rider no-show/missed connection or if the ride is canceled after a driver is already en route. The criteria for a cancelation fee and the amount of the fee can vary depending on which rideshare partner was assigned to the ride:

Cancelation fees incurred from our rideshare partners will be passed along to your organization at cost.

If a rideshare ride is canceled but your rider still requires transportation, there’s a few ways to redispatch the ride. A redispatch is an attempt to quickly relaunch a canceled rideshare ride to find a new driver. There’s a few methods to request a redispatch of a canceled ride:

Staff members with Roundtrip access can easily redispatch a rideshare ride right within the Roundtrip Portal. A redispatch effortlessly transfers all the details from the canceled ride to a new ride with a single click, saving you the time and effort of booking a new ride from scratch.

To redispatch a ride within Roundtrip, first navigate to the Trip Details page for the canceled ride. Confirm all ride details are correct. If all details are accurate, click “Redispatch Ride” near the top of the page.

You’ll be prompted to confirm your selection to redispatch the ride. Click the “Redispatch Ride” button to continue.

The new ride will launch immediately to begin finding the nearest driver with our rideshare partners. You will automatically be navigated to the Trip Details page of the newly redispatched ride. You will see a banner at the top of the page where you can click to navigate back to the original canceled ride if needed.

The original canceled ride will now also have a banner linking you to the new redispatched ride.

Once the ride has been redispatched, you and your rider will receive notifications, if enabled, to stay up to date on the assignment and arrival of a driver for the new ride.

We recognize the frustration that missed connections can cause for both your staff and riders. To prevent such incidents, we suggest evaluating the unique needs of your riders to confirm they are compatible with the services that rideshare transport can offer.

Please check with your admin users around the timing of when rideshare rides launch for your facility. It is recommended that riders are ready at the time of rideshare launch, as a driver in some instances may get there sooner than the requested time and still only wait 5 minutes. Be on the lookout for those notifications and proceed outside when the driver arrives.

When notifications are toggled on for the rider during trip booking, the rider will be notified of the drivers ETA, the description of the vehicle, etc.

In addition, we recommend implementing the following strategies to further streamline the pick-up process: