How to Submit ETAs and What Happens Next – Roundtrip

Once you’ve located an available ride in the Roundtrip Community that your company is available to take, you’ll need to submit an ETA. Continue reading to learn how and when you should submit an ETA:

Reviewing Trip Details

Before submitting an ETA for an available ride, please ensure you have thoroughly reviewed all ride details.

Examples of key information to review includes:

Ride attributes (i.e. vehicle type, locations, pick-up times, etc.)

Rider demographics (i.e. weight)

Rider clinical needs (i.e. oxygen, wheelchair, etc.)

Payer information

Transport notes (i.e. driver instructions, number of stairs, etc.)

Dispatchers are responsible for reviewing all ride details prior to providing an ETA to confirm that your company can meet the transport requirements. In addition, always review the payer tab prior to submitting an ETA to ensure your company will not have issues with payment down the line.

For insurance paid rides, Roundtrip does not verify if your company is in-network with the insurance company selected as the payer for the ride. It is important to verify your company is in-network with the insurance company before claiming the trip.

Submitting an ETA

Once you’ve confirmed that your company can meet the requirements for the requested ride, you are welcome to submit an ETA. Follow the instructions below to get started:

Navigate to the Trip Details Page for the ride.

Click “Submit ETA” in the upper right corner.

A pop-up window will appear for you to enter your company’s ETA. Enter the soonest time your company is able to arrive at the requested pick-up location.

Click “Submit” to send your ETA to Roundtrip.

Success! You’ve submitted your ETA for the ride. See the “What Happens Next” section below for more details on what occurs after you’ve responded to the ride.

Unable to accommodate the ride? You can decline the ride on the Trip Details page instead. View this article for more information.

Responding to Additional Legs of a Round Trip within the ETA Submission Modal

If a ride that you are responding to is part of a round trip, you may be able to submit an ETA on the additional leg within the ETA Submission Modal (if the other leg is available). The experience may look slightly different depending on whether the additional leg has a set ride time or is scheduled as a will call:

Rides with a Set Ride Time

If your company would like to respond to the additional leg of the trip, simply click on the toggle in the ETA Submission Modal. This will expand the modal to allow you to submit an ETA on the additional leg at the same time. You can also click “View ride” to view the Trip Details page for the additional leg.

Rides Scheduled as a Will Call

If your company is able to accommodate a will call return ride, simply click on the toggle in the ETA Submission Modal to indicate that you’d like to respond to both rides. If your company is awarded the outbound ride, you’ll automatically be assigned the will call return ride as well.

Submitting ETAs through Quick Actions

From the Community Dashboard, you can also respond to rides without navigating to the Trip Details page.

Use Quick Actions to quickly respond to available rides right from the dashboard. To get started, click on the “⋮” next to any available ride in the Community to open the Quick Actions menu. Select the most appropriate action from the provided list to submit an ETA or decline the ride.

Important Note: When using Quick Actions to submit an ETA, your company is still responsible for reviewing the Trip Details page prior to transport to ensure you can accommodate the ride request, including any payer requirements, rider needs, or equipment requests.

What Happens Next

Once your company’s ETA is submitted for a ride, the status badge will update to “Responded” on the Community page.

No further action is needed on your end until the ride is awarded. Depending on the ride’s status at the time of your submission, the path for the ride to be awarded may vary:

ETA Submission Windows

When a ride initially becomes available in the Community, all Transportation Companies in the service area will be alerted via their preferred notification method. There is a window of time where Roundtrip will collect ETA submissions from other Transportation Companies before awarding the ride. This window of time, called the ETA Submission Window, can vary by client. You can easily identify rides still in the ETA Submission Window based on the status badge - these rides will have a countdown timer displayed.

Once the timer ends, Roundtrip will automatically review all ETA submissions and award the ride to the company with the best ETA submission. If no ETA submissions were received, the ride will remain in the Community to be reviewed by the Transportation Companies in the area. These rides will no longer have a timer displayed with their status badge.

If the ride is still available following the end of the ETA Submission Window, the ride will be awarded immediately to any Transportation Company that submits an ETA.

Ride is Not Awarded

If your company submitted an ETA for a ride but was not awarded the ride, you will receive a notification via your preferred notification method. The ride will no longer show in your Community once it has been awarded to another company.

Unsure why your company was not awarded a ride? Check out this article for more information.

Ride is Awarded

If your company's ETA submission is selected as the best, you will be notified via your preferred method, confirming that your company has been awarded the ride. The ride will no longer show in your Community but will now be visible on the Rides page. The status badge will also update to “Assigned”.

Once your company is assigned a ride, the next step is fulfilling the transport and updating the ride status within Roundtrip.

Want to know what happens once the ride is assigned? Check out this article for more information.