In RideIQ and in the supporting documentation for your HopSkipDrive invoices, you'll see a Cancellation Reason listed for each canceled ride. Most cancellation reasons are selected by the person canceling the ride, either a Ride Organizer or HopSkipDrive Support. Some cancellations are generated automatically by the system or initiated by CareDrivers or caregivers.
Use the guide below to understand what each cancellation reason means:
| Reason | Description |
|---|---|
| Adding rider to existing HopSkipDrive series | The ride was part of a series that was canceled in order to add the rider to an existing series. |
| Alternate provider used for this ride | The ride was canceled because the rider will use other transportation on this day. For example, the rider may be driven by a parent. |
| CareDriver behind schedule | The ride was canceled because the CareDriver was late. |
| CareDriver professionalism | The ride was part of a series that a Ride Organizer canceled due to dissatisfaction with CareDriver professionalism. This could include lateness, failure to follow notes, or other concerns. |
| Caregiver automated cancelation | A rider's caregiver contacted HopSkipDrive to cancel the ride via our automated SMS cancellation process. |
| Caregiver ended transportation for rider | The ride was part of a series that was canceled by the rider's caregiver. In most cases, caregivers do not have the ability to cancel Ride Series directly, so this reason generally indicates that the caregiver canceled the Ride Organizer to opt out of transportation. |
| Caregiver removed all riders | The ride was canceled because the caregiver removed all riders from the ride using the HopSkipDrive app. |
| CarePartner canceled | The ride was part of a series that was canceled by the CarePartner transportation provider. |
| Communication or coordination issues | The ride was part of a series that the Ride Organizer canceled due to dissatisfaction with communication or coordination with HopSkipDrive. |
| School closure (emergency/severe weather) | The ride was canceled due to a snow day or other unplanned closure. |
| HopSkipDrive delay; reassigned to another provider | Due to lateness, the Ride Organizer canceled the individual ride in order to use another transportation option. |
| HopSkipDrive initiated cancel | The ride is part of a series canceled by HopSkipDrive. |
| HopSkipDrive rebooking ride | The ride is part of a series that was canceled in order to rebuild the Ride Series with updated information. |
| HopSkipDrive rebuilding ride | The individual ride was canceled because HopSkipDrive is making changes. In some cases, it is better to cancel the ride and rebuild it with the updated information. |
| Inconsistent service or availability | The ride was part of a series that a Ride Organizer canceled due to dissatisfaction with ride consistency or availability of service. |
| Organizer initiated - no-show | The ride was canceled because the rider was not present at pickup, reported by a Ride Organizer. |
| Organizer rejected proposal | This reason applies to rides that were requested in areas with low CareDriver availability. In some cases, HopSkipDrive will propose an alternative ride schedule in order to fulfill a request. This cancellation reason means the Ride Organizer did not agree to the proposed alternative. |
| Organizer removal all riders | The ride was canceled because a Ride Organizer removed all riders from the ride. |
| Organizer request rejected | The ride was part of a Ride Series requiring Rider Services that was requested but could not be filled. |
| Pricing or budget constraints | The ride was part of a series that a Ride Organizer canceled due to pricing or budget constraints. |
| Rebuilding series for rider | The ride was part of a series that a Ride Organizer canceled in order to schedule a new replacement Ride Series with updated information. |
| Request conflict | The requested ride or Ride Series was canceled because it was in conflict with another ride request. |
| Rerouting, rider added to existing trip | The ride is part of a series that was canceled in order to add the rider to another Ride Series. |
| Ride request expired | The ride was part of a series requiring Rider Services that was requested but not processed. |
| Rider absence (e.g. out sick) | The ride was canceled because the rider does not need transportation for the day. This could be due to illness, vacation, or other short-term absences. |
| Rider did not meet organizational policies (e.g., too many cancels) | The ride was part of a series that a Ride Organizer canceled due to the rider violating organizational policies. This could include too many consecutive cancellations, behavior concerns, or other organizational policies. |
| Rider no longer qualifies for this transportation | The ride was part of a series that was canceled because the rider is no longer eligible for transportation services. |
| Rider no-show at pickup | The rider was not present at pickup for the ride. |
| Rider refusal to ride | The rider was present but refused transportation for this individual ride. |
| Route change | The ride is part of a series that was canceled in order to change the ride locations. |
| Schedule change | The ride or Ride Series was canceled due to a change in the rider's schedule. |
| School closure, routine | The ride was canceled because the school is closed for a routine reason such as a teacher in-service day or similar. |
| Switching rider to different provider | The ride was part of a series that was canceled in order to use a different transportation provider for the rider. |
Where to find cancellation reasons
You can see the reason a ride was canceled in the following places:
- In the supported documentation you receive with your monthly invoice
- On the Canceled rides list in RideIQ
-
In the Ride Overview and Ride Log for a specific ride
Learn more about reviewing canceled rides in this article.