There are many different reasons you may need to cancel a trip, so please be sure you are cancelling the trip for the correct reasoning. We monitor and analyze cancellations for trends and fraud, waste, and abuse, so it's important to select the right reason.
Below are definitions for each “Cancellation Reason”:
MEMBER NO SHOW
Please select “Member No Show” if you have arrived at the pick-up location and completed all of the following:
1. Knocked on the passenger’s door and did not get a response.
2. Looked for the passenger and waited for at least five (5) minutes past the scheduled pick-up time and were unable to find them.
3. Called the passenger three (3) times and did not get through to the passenger.
Please select “Member Cancelled” if the passenger verbally cancels the trip over the phone or after arriving. The passenger needs to verbally confirm that they do not want to take the trip.
Please select “Incorrect Information” when passenger information is incorrect. Examples include wrong address, wrong appointment time, or if the passenger is in the hospital and/or no longer needs a trip.
Please select “Provider Incident” for an accident or vehicle breakdown. Other incidents may include, but are not limited to, passenger emergencies.
If you have contacted the passenger and the trip cannot be completed due to bad weather (e.g. roads are closed or it's too dangerous to drive) please select "Weather."
In the event that you are unable to complete an accepted trip due to unforeseen situations such as an accident or flat tire, please call Driver Support to report why you are not able to complete the trip.