Why Did My Patient’s Ride Cancel?
Overview of common cancelation reasons within Roundtrip.
Ride cancelations can occur for a variety of reasons and can vary depending on the vehicle type. Keep reading to learn more about cancelation reasons within Roundtrip:
Understanding Cancelation Reasons
Rides can be canceled directly by users with Roundtrip access. This includes Care Coordinators, Dispatchers from assigned Transportation Providers, or Roundtrip Navigation Center Agents. If your organization allows Riders to book their own transportation via our Rider App, you may also see cancelations initiated by Riders.
- Note: Because rideshare drivers do not have access to the Roundtrip portal, their cancelation reasons and process to cancel a ride are different than an actual Roundtrip user. Please view the section below titled “Rideshare Cancelations” to learn more.
The banner that appears on a canceled ride will provide details into who canceled the ride and why.
For these user initiated cancelations, a user will choose from a predetermined list of cancelation reasons. It’s important to choose the most accurate cancelation reason as it provides context to other users about why a ride was canceled and also is used for reporting purposes.
Cancelation Reasons
Use the cancelation reason that most closely matches the situation.
Accidental Booking
Use when: The ride was booked in error and should not have been scheduled.
Cancelation reason: Accidental Booking
Available to:
- Care Coordinator
- Navigation Center Agent
- Rider (via Rider App)
Appointment Changed or Canceled
Use when: The rider's appointment has been rescheduled or canceled and transportation is no longer needed.
Cancelation reason: Appointment Changed or Canceled
Available to:
- Care Coordinator
- Navigation Center Agent
- Rider (via Rider App)
Canceled by Transportation Provider
Use when: The assigned transportation provider canceled the ride, such as after a rider no-show or when transportation is no longer available.
Cancelation reasons:
- Canceled by Dispatcher
- Canceled by Transport Company
Available to:
- Transportation Provider
Duplicate Booking
Use when: Another ride already exists for the rider with identical or very similar trip details.
Cancelation reason: Duplicate Booking
Available to:
- Care Coordinator
- Navigation Center Agent
- Rider (via Rider App)
Rebooking Ride
Use when: The Navigation Center needs to cancel an existing ride to book a replacement ride.
Cancelation reason: Rebooking Ride
Available to:
- Navigation Center Agent
Rider Canceled Transportation
Use when: The rider indicates they no longer need the scheduled ride.
Cancelation reason: Rider Canceled Transportation
Available to:
- Care Coordinator
- Navigation Center Agent
- Rider (via Rider App)
Rider Found Alternate Transportation
Use when: The rider found another way to get to their destination, such as transportation from a family member or friend.
Cancelation reason: Rider Found Alternate Transportation
Available to:
- Care Coordinator
- Navigation Center Agent
Unable to Secure Transportation
Use when: No transportation providers in the Roundtrip network were available to accept the ride.
Cancelation reason: Roundtrip Was Unable to Secure Transportation
Available to:
- Care Coordinator
- Navigation Center Agent
Transportation Company Was Late
Use when: The assigned transportation provider arrived late or did not arrive at all.
Cancelation reason: Transportation Company Was Late
Available to:
- Care Coordinator
- Navigation Center Agent
Will Call Was Not Launched
Use when: A ride was scheduled as a will call, but the trip was never launched or a pickup time was never provided.
Cancelation reason: Will Call Was Not Launched
Available to:
- Navigation Center Agent
- Roundtrip System
Other
Use when: None of the other cancelation reasons accurately describe the situation.
This option may also be used by Roundtrip for automated system cancelations, including advance cancelation notices, rides that remain unclaimed beyond 60 days, member eligibility issues, and similar scenarios.
Cancelation reason: Other
Available to:
- Care Coordinator
- Navigation Center Agent
- Roundtrip System
Cancelation Fees
Cancelation fees may apply if a ride is canceled after a transportation provider has dispatched a vehicle. If a driver is en route or arrives at the pickup location before the ride is canceled, the transportation provider may request compensation for the canceled trip.
The user who is canceling the ride will also have the option to enter any additional context regarding the cancelation in a free text field. Once the ride is canceled, the chosen cancelation reason and any context added by the user will show in the cancelation banner on the “Ride Details” page.
Rideshare Cancelations
While rideshare is a great option for flexible and on-demand transportation, there are some unique scenarios that may result in cancelations. Rideshare rides may be canceled by drivers, riders, or the Roundtrip system depending on the situation. Here’s a few common scenarios you may encounter:
Common Rideshare Cancelation Scenarios
Driver Canceled the Ride
- Scenario: A driver accepted the ride but later could not complete it.
- Roundtrip Reason: Canceled By Driver
- Fee Incurred: No
Rider No-Show (Missed Connection)
- Scenario: The driver arrived, but the rider did not enter the vehicle within the required wait period.
- Roundtrip Reason: Passenger No Show
- Fee Incurred: Yes
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.
Rider Requested a Cancelation
- Scenario: The rider asked the driver to cancel the trip.
- Roundtrip Reasons:
- Canceled By Driver
- Passenger No Show
- Fee Incurred: May apply
Rider Canceled Through the Rideshare App
- Scenario: The rider canceled directly in the rideshare partner's app.
- Roundtrip Reason: Canceled by Transport Company
- Fee Incurred: May apply
Ride Failed to Launch
- Scenario: A technical error prevented the ride from being created successfully.
- Roundtrip Reason: Failed to Launch Due to an API Error
- Fee Incurred: No
No Drivers Available
- Scenario: No drivers are available in the area.
- Roundtrip Reason: No Drivers Available
- Fee Incurred: No
Costs for Cancelation Fees
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:
Rideshare Partner | Cancelation Criteria | Cancelation Fee |
Lyft | Driver arrives within 0.1 miles of the pick-up location
Driver waits on scene for the rider for at least 5 minutes
Driver attempts to make contact with the rider | Flat fee is assessed (varies by market) |
Uber | Driver arrives within 0.1 miles of the pick-up location
Driver waits on scene for the rider for at least 5 minutes | Dynamic fee is assessed based on the distance traveled by the driver for the pick-up |
Cancelation fees incurred from our rideshare partners will be passed along to your organization at cost.
Redispatching a Canceled Rideshare Ride
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:
- You or a staff member with Roundtrip access may redispatch the ride within the portal (more on this below).
- If the rider has text notifications enabled, they may text “YES” to (215) 309-9702 to automatically redispatch their ride (for rides canceled due to a rider no-show only).
- The rider or staff member may contact our 24/7 Navigation Center at (877) 396-8080 for assistance with redispatching the 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.
- Note: Before redispatching a canceled ride, please ensure all ride information is correct, especially the pickup and drop-off locations. A redispatch simply copies all of the existing ride details so any incorrect information will transfer to the new ride. If any information is incorrect, you will need to rebook a new ride with the correct details instead.
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.
In rare cases, you may encounter a rideshare ride that cancels due to a failure to launch. This is often referred to as an “API Error”.
This cancelation reason indicates that there was an issue when launching a ride via our rideshare partners. This can occur due to a few reasons - here are the most common issues that result in an API error:
- Rider already has a ride in progress: The Rider may have a duplicate ride in progress in Roundtrip or in their private Lyft/Uber app. Our rideshare partner is flagging the ride as a duplicate and canceling the ride.
- Rider’s phone number is used in multiple rides: The phone number provided for the Rider's notifications is currently in use for another ongoing rideshare ride. This issue could be similar to the one mentioned above, or it could be due to using the same phone number for multiple Riders in Roundtrip.
- Rider is banned with Lyft/Uber: The Rider has violated Lyft or Uber’s Terms of Service and can no longer use their service. If the ride launches to the rideshare partner which has banned the Rider, the ride will automatically cancel.
- Lyft/Uber System Issue: In rare cases, Lyft or Uber may experience a system issue that prevents rides from launching as expected.
- Roundtrip System Issue: In rare cases, Roundtrip may experience a system issue that prevents rides from launching to our rideshare partners as expected.
For some API issues, such as a banned rider, the ride will cancel in Roundtrip but will automatically redispatch to the alternate rideshare partner to prevent any delays in pick-up. In other cases, the ride will need to be manually redispatched - this is to prevent further duplicate rides. Always confirm that the Rider does not have a duplicate ride in progress before redispatching. If your Rider is receiving repeated API error cancelations, please contact our 24/7 Navigation Center at (877) 396-8080 for immediate assistance with booking a new ride.
Non-Rideshare Cancelations
For non-rideshare transports, rides can only be canceled by users with Roundtrip access including Care Coordinators, Dispatchers from the assigned Transportation Provider, Roundtrip’s Navigation Center Agents, and Riders (if your organization allows Riders to use the Rider App). Unlike rideshare rides, Dispatchers from the assigned Transportation Provider have access to navigate the Roundtrip portal and may cancel rides as needed.
A cancelation fee may be incurred for non-rideshare transports in the following circumstances:
- The ride is canceled when the assigned Transportation Company has a driver en route to the pick-up location
- The ride is canceled once the assigned Transportation Company arrives at the pick-up location
- The assigned Transportation Company arrives for the scheduled pick-up but the rider does not show up
In these instances, a cancelation fee will be calculated and assessed based on the assigned Transportation Company’s base rate plus three (3) miles. Cancelation fees incurred will be passed along to your organization at cost.
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.