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:

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.

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.

For information on user initiated cancelations in Roundtrip, click on this guide to view in more detail:

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 “Trip Details” page.

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:

For more information on the type of rideshare cancelations and fees that may be incurred, check out this guide:

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.

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 can happen due to two major scenarios:

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.

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:

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.

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:

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.