What Happens After You Book a Ride?

Once a ride is booked, what happens next depends on the vehicle type. Here's the journey for each.

Rideshare Rides

Roundtrip doesn't assign a driver right away — it launches the trip and starts searching 5–20 minutes before the scheduled pickup (timing depends on your organization's settings), then coordinates directly with Lyft/Uber to find one.

Monitoring the ride: track it from the Trips page or the Ride Details page. Once a driver is assigned, you'll also see their name, vehicle details, contact info, and real-time location. The Activity tab on Ride Details shows a real-time log of everything that's happened so far.

Rider updates: Roundtrip gets real-time updates from Lyft/Uber, so enabling rider notifications during booking is the best way to keep the rider informed — driver assignment, vehicle details, ETA, arrival, and progress.

For the full list of status badges you'll see along the way, see Overview of Ride Statuses.

Non-Rideshare Rides

These rely on Roundtrip's Community of Transportation Providers to claim and fulfill the ride — so the journey varies more, especially depending on whether authorization is needed.

Monitoring the ride: track status from the Trips page or Ride Details page — both update automatically. At the bottom of Ride Details, you'll also see arrival timestamps:

If the provider's fleet software is CAD-integrated, you'll see their actual arrival time once they reach the curb.

Otherwise, you'll see an estimated arrival time based on ride distance.

Because these providers update statuses manually while on the road, updates aren't always instant. If a provider is more than 15 minutes past their submitted ETA with no update, it's worth contacting them directly — or call the Navigation Center at (877) 396-8080.

Taxi auto-cancellation: if no taxi provider confirms availability within your organization's configured window (e.g., 24–48 hours before pickup), the ride automatically cancels — giving you time to make other arrangements. If enabled, you'll get a notification when this happens.

If authorization is required: Roundtrip's Navigation Center handles this automatically, either directly with a broker or with the payer, depending on your organization's setup. For the full breakdown of authorization outcomes, see Overview of Authorization Statuses.

For the full list of status badges you'll see along the way, see Overview of Ride Statuses.

Still need help? Contact the 24/7 Navigation Center at (877) 396-8080 or email rideqa@roundtriphealth.com.