Troubleshooting: Taxi, Medical Sedan, Wheelchair Van, Stretcher & Ambulance Rides
This guide covers common issues for all non-rideshare vehicle types - cancelations, no-shows, lost items, and provider complaints.
Why Did the Ride Cancel?
Anyone with Roundtrip access can cancel a ride — Care Coordinators, Transportation Partner dispatchers, Navigation Center agents, or the rider (if an organization allows self-booking through the Rider App). The cancelation banner on the ride shows who canceled it and why.
Common cancelation reasons:
Reason | Use When |
Accidental Booking | The ride was booked in error |
Appointment Changed or Canceled | The rider's appointment changed and transport is no longer needed |
Canceled by Transportation Provider | The provider canceled, often after a no-show or unavailability |
Duplicate Booking | Another ride already exists with the same details |
Rider Canceled Transportation | The rider no longer needs the ride |
Rider Found Alternate Transportation | The rider arranged another way to get there |
Unable to Secure Transportation | No transportation providers accepted the ride |
Transportation Company Was Late | The provider arrived late or not at all |
Will Call Was Not Launched | A will call ride's time was never provided |
Other | None of the above fit — also used for automated system cancelations |
Choosing the right reason matters — it's what other users see on the ride, and it feeds Roundtrip's reporting.
When Cancelation Fees Apply
A cancelation fee may apply if:
- The provider already has a driver en route to pickup
- The provider has arrived at the pickup location
- The provider arrives for pickup but the rider doesn't show up
When a fee applies, it's calculated using the provider's base rate plus three miles, and passed to your organization at cost.
My Rider Lost an Item
Start by having the rider or ride booker contact the assigned Transportation Provider directly.
If you can't reach them, 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 contact the provider on your behalf, and the provider will follow up with the rider directly.
My Rider Reported a Damaged Item
Same first step: contact the Transportation Provider directly if you can.
If that doesn't work, email or call with the rider's name, Ride ID, date/time, a description of the item and the damage, how it happened, and the rider's contact info. Roundtrip will escalate to the provider on your behalf.
Complaint About a Transportation Company
For anything serious or urgent, call the 24/7 Navigation Center at (877) 396-8080.
For all other complaints, email rideqa@roundtriphealth.com with the Ride ID, the name of the Transportation Company, and a description of the incident.
Still need help? Call the 24/7 Navigation Center at (877) 396-8080 or email rideqa@roundtriphealth.com. Include the Ride ID whenever possible.