Why Wasn’t My Company Awarded the Ride? – Roundtrip

In most cases, the ride goes to the company whose ETA is closest to the requested pickup time.

If two companies submit the same ETA, it goes to whichever one submitted first.

How Ride Awards Work

The ride enters the Roundtrip Community.

Eligible transportation companies review it.

Companies submit their best ETA.

Once the ETA Submission Window closes, Roundtrip evaluates every ETA submitted.

The ride is awarded to the company with the most favorable ETA.

Example: A ride is requested for 2:00 PM. Company A and Company B both submit a 2:00 PM ETA — Company A at 10:05 AM, Company B at 10:07 AM. Company C submits 2:30 PM at 10:02 AM. Company A wins the ride: their ETA matches the request and was submitted first among the tied companies. Company C's ETA didn't match the requested time, so submitting earliest didn't help them.

If Your Company Wasn't Awarded the Ride

This usually means:

Another company submitted a closer ETA, or

Another company submitted the same ETA before yours did.

You'll get a notification (through your selected method) both when your company wins a ride, and when a ride you submitted an ETA for goes to someone else.

Still need help? Please contact our 24/7 Navigation Center at (215) 774-6893 for immediate assistance or contact our Support Team via email at rideqa@roundtriphealth.com.