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What Do I Do If I Can't Find a Rider?

Taylor F
Updated

Because many riders are minors or members of other vulnerable populations, it is important for CareDrivers to make every attempt to find a rider by following the steps below. 


In this article:

Step 1: Tap I Can't Find Rider

  1. Confirm that it is time to pick up the rider. If you have arrived a few minutes early, wait until the scheduled pickup time before beginning this process. 



  2. If the scheduled pickup time has passed and you still can't find the rider, tap I Can't Find the Rider.



  3. If you locate the rider while following these steps, tap the back arrow to return to the Rider Pickup screen at any time.



Step 2: Confirm you're in the right place

Once you've tapped I Can't Find the Rider, you'll see a set of steps to follow and a countdown timer at the top of the screen. 

The timer is counting down the required wait time. This time is set by the Ride Organizer to make sure riders are not left behind if they are delayed or there is confusion about the pickup. You must wait and continue to try to find the rider until either the timer reaches zero or you are able to confirm with the rider's caregiver that they don't need the ride.

Complete each step in the app to ensure you've done everything possible to find the rider. 

  1. Confirm that you are at the correct address. Make sure you can see the physical address; do not rely only on GPS navigation. Tap the circle to confirm that the step is complete. 



  2. Review all instructions. You may need to walk inside or drive to a specific part of the building to find the rider. Tap the circle to confirm that you have followed all the instructions.



Step 3: Contact the caregiver and Ride Organizer

Once you have confirmed you're in the right place, you are required to contact the rider's caregiver. They may be able to contact the rider for you or they may tell you that the ride is no longer needed. 

  1. Tap the phone icon to call the caregiver to confirm whether the rider still needs a ride. If the caregiver doesn't answer, tap the word bubble icon to send the caregiver a text message. You must try to reach the caregiver by both call and text before moving on to the next step.


  2. If you cannot reach the caregiver, tap See more contacts to see contact information for the Ride Organizer. Call and text the Ride Organizer to confirm whether the ride is still needed.

  3. If the caregiver or Ride Organizer tells you that the rider does not need the ride, tap I've been told Rider is not riding. 
    If you can't reach anyone, click here.


  4. Enter the name and select the role of the person who told you the ride won't be needed. Select the reason the rider does not need the ride. Only the caregiver or Ride Organizer can confirm the ride isn't needed.



  5. Tap Report Rider is not riding. The ride will be canceled and HopSkipDrive will be alerted of the change. You do not need to call HopSkipDrive support if you have completed all the steps. You will be paid for the canceled ride just as you would be for any last-minute cancellation.





Step 4: Can't reach anyone? Wait until the timer runs out.

  1. If you complete all the steps above and aren't able to confirm that the ride is not needed, wait at the pickup location until the wait timer runs out. The timer bar at the top of the screen will turn green when it's OK to leave.



    Tap Continue without Rider.



    • If the no-show rider was the only one on the ride, the ride is considered canceled. You will be paid the full estimated fare in accordance with our Ride Organizer cancellation policy. HopSkipDrive will be notified that the rider did not show up, you do not need to call.

    • If there are other riders on the ride, continue to pick up and drop off all remaining riders. You will be paid the original estimated fare (before the rider was marked no-show) or a fare based on the actual time and distance you drove, whichever is greater.


       Note: Trust and safety are important values at HopSkipDrive, and Ride Organizers expect you to make every effort to find their riders. Falsely reporting a rider as a no-show will affect your status as a CareDriver and may result in removal from the HopSkipDrive platform.


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