Troubleshooting: Rideshare Rides
Rideshare rides don't always go as planned. This guide covers the most common issues and how to respond including canceled rides, missed connections, lost items, and driver complaints.
Why Did the Ride Cancel?
Rideshare cancelations happen a bit differently than other vehicle types, since Lyft and Uber drivers don't have access to the Roundtrip portal. Here's what each cancelation reason means:
Cancelation Reason | What Happened | Fee? |
Canceled By Driver | Driver accepted the ride but couldn't complete it | No |
Passenger No Show | Driver arrived, but the rider didn't get in the vehicle in time | Yes |
Canceled by Transport Company | Rider canceled directly in the rideshare app | May apply |
Failed to Launch Due to an API Error | A technical error stopped the ride from starting | No |
No Drivers Available | No drivers were available nearby | No |
Cancelation fees from our rideshare partners are passed to your organization at cost.
Missed Connections
A "missed connection" happens when the rider and driver don't successfully connect at pickup. It usually happens one of two ways:
The Driver Canceled After Arriving
Once a driver marks their arrival, they can see the full trip details (distance, duration, drop-off) and may decide not to complete the ride. If this happens, both the rider and ride booker get a cancelation notification when enabled.
The Rider Wasn't Ready (Passenger No-Show)
Drivers generally wait 5 minutes at pickup before the trip counts as a no-show, which may trigger a cancelation fee. Common causes:
- The rider wasn't ready when the driver arrived
- The rider needed more time to reach the pickup spot
- The rider or ride booker missed the driver's arrival notification
- The driver and rider couldn't find each other at pickup
How to Redispatch a Canceled Ride
A redispatch relaunches the ride to find a new driver, copying over all the existing ride details.
- Go to the Trip Details page for the canceled ride.
- Double-check that all details are correct — a redispatch copies everything as-is, including mistakes. If something's wrong, book a new ride instead.
- Click Redispatch Ride near the top of the page, then confirm.
The new ride launches immediately, and you're taken to its Trip Details page. Both rides link back to each other so you can find either one later.
Other ways to redispatch:
- If the rider has text notifications enabled and the ride was a no-show, they can text YES to (215) 309-9702.
- Call the Roundtrip Navigation Center at (877) 396-8080.
My Rider Can't Locate Their Driver
If the ride status shows To Patient or At Patient but the rider can't find the driver:
- Verify the ride status in the Roundtrip Portal.
- Confirm the pickup address matches where the rider is actually waiting.
- Check the immediate area — the driver may be nearby but not at the exact spot.
- Contact the driver using the number in the portal. Still stuck? Call the Navigation Center at (877) 396-8080.
Why do drivers sometimes arrive at the wrong location? Rideshare apps navigate by GPS coordinates, which don't always match the exact address entered in Roundtrip. If this happens repeatedly for a rider, email rideqa@roundtriphealth.com with the Ride ID and details so the team can investigate.
My Rider's Ride Won't Launch (API Error)
Occasionally a ride cancels immediately due to a technical issue. Common causes:
- The rider already has another ride in progress (in Roundtrip or their personal Lyft/Uber app)
- The rider's phone number is being used on another active ride
- The rider is banned from Lyft or Uber
- A temporary system issue on Lyft, Uber, or Roundtrip's side
For a banned rider, Roundtrip usually redispatches automatically to the other rideshare partner. Other cases may need a manual redispatch — always confirm there isn't already a duplicate ride in progress first. If this keeps happening, call the Navigation Center at (877) 396-8080.
My Rider Lost an Item
If it's been less than 20 minutes since the ride ended, try contacting the driver directly using the phone number in the Roundtrip Portal (this number expires after about 20 minutes).
If that doesn't work, email rideqa@roundtriphealth.com or call (877) 396-8080 with:
- Rider's full name
- Ride ID
- Date and time of the ride
- Description of the item
- Rider's phone number and email
Roundtrip will report it to Lyft/Uber, who will follow up with the rider directly.
My Rider Reported a Damaged Item
Same process as above — email or call with the rider's name, Ride ID, date/time, a description of the item and damage, how it happened, and the rider's contact info. Roundtrip will escalate to Lyft/Uber on your behalf.
I Have a Complaint About a Driver
For anything serious or urgent, call the 24/7 Navigation Center at (877) 396-8080.
For all other complaints, email rideqa@roundtriphealth.com with:
- Ride ID
- Driver's name
- Vehicle description
- Description of the incident
Roundtrip will follow up with the rideshare partner directly.
Preventing Missed Connections
- Make sure notifications are turned on for the rider during booking — they'll get the driver's ETA and vehicle description.
- Confirm the rider knows when the ride is set to launch and encourage them to be ready and outside a few minutes early, since a driver may arrive sooner than expected and only waits 5 minutes.
- If a rider frequently experiences low rideshare availability or missed connections, consider whether a different vehicle type (taxi or medical sedan) is a better fit going forward.
Still need help? Call the 24/7 Navigation Center at (877) 396-8080 or email rideqa@roundtriphealth.com. Include the Ride ID whenever possible.