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Removing a Rider from a Ride or Ride Series

Taylor F
Updated

In this article:

About removing a rider from a ride

Sometimes circumstances change and a rider no longer needs a scheduled ride. When there are multiple riders on the ride, you can remove the rider while keeping the ride as scheduled for the other riders. You can remove a rider from a single ride in a series or remove them from all rides going forward.

Notifications

  • Caregivers will receive a text message when their rider is removed from a ride. The text message includes the date and time of the ride and informs them that the ride has been canceled for their rider. 

  • Riders with a phone number listed on their profile will also receive a text message when they are removed from a ride listing the date and time of the ride and informing them that the ride has been canceled.

  • If removing a rider impacts the schedule of the remaining riders, those riders and caregivers will receive text message updates with the updated ride information.

Learn more about caregiver notifications here. 

  • If the affected ride has already been claimed by a CareDriver, the driver will receive a text message alerting them to changes in their ride. If they are already driving, the CareDriver will see an in-app notification and the navigation in the CareDriver app will adjust to any route updates.


How to remove a rider from a ride

You can remove a rider any time before the CareDriver arrives to pick them up. However, the process is slightly different depending on how much time is left before the ride starts.

Removing a rider more than two hours before the ride starts 


If there are more than two hours remaining before the start of the ride, follow the steps below:

  1. Select the desired ride. If you are removing a rider from a Ride Series, select the first ride you want the changes to apply to.


  2. Click Edit.



  3. On a shared stop, click the X next to the rider you want to remove. You can remove a rider from either the pickup or drop-off step and they will automatically be removed from the entire ride.


    If the rider is the only one on a stop, click the trash can icon to completely remove the stop. 


  4. Click Save.

  5. If you are editing a ride that is part of a series, select which rides to apply your changes to, then click Save. You can choose:

    • Just this ride: Apply changes only to the selected ride.
    • This and following rides: Apply changes to the selected ride and all rides after it in the series.
    • All future rides: Apply the changes to all remaining rides in the series, regardless of which ride you selected.



    Don't forget to check whether there are additional rides on the same day that the rider may need to be removed from as well.

    When you remove a rider from a single ride, you'll see them listed in the ride details with the label not riding. When you completely remove a rider from a ride series, they will not longer be listed on rides going forward. Learn more about tracking removed riders here. 


Removing a rider from a ride in the next two hours

Although rides cannot be edited less than two hours from the start time, you can remove a rider any time before the CareDriver arrives at the rider's pickup location. Follow the steps below to remove a rider.

  1. On the Rides page, select the desired ride.

  2. Click Remove Rider.

    Screenshot with Remove Rider button highlighted

  3. Select the rider(s) to remove from the ride, then click Remove. The selected rider will be removed from the ride. If the ride is part of a series, the rider will not be removed from any other rides in the series. If you remove all riders, the ride will be canceled.


    You'll see the removed rider listed in the ride details with the label not riding. 

    Any rider removed from a ride within one hour of the start time will also appear on the Removed tab on the Rides page when the ride is complete. Use this list to identify riders who may need to be removed from additional rides to avoid last-minute cancellations. Learn more about the Removed list here.


Add a rider to a ride they were previously removed from

If you'd like to add a rider back on to a ride they were removed from, you can do so up to 2 hours before the scheduled ride start. Navigate to the desired ride and click Edit. Click Add Rider to Pickup or drop-off and select the desired rider. If needed, you can also add an additional stop to the ride. 

Learn more