If your fellow carpooler is not ready at the scheduled departure time, we encourage you to contact them via SMS or phone call.
If you cannot reach them or they've let you know that they cannot make the carpool, be sure to cancel via the app by selecting My fellow carpooler can't make it or I can't find my fellow carpooler. To do so, follow the instructions or screenshots below:
- Tap the 3 dots in the top right corner of your trip card
- From the menu, select the cancellation reason that fits best ('My fellow carpooler can't make it' or 'I can't find my fellow carpooler')
If this occurs within 1 hour of the scheduled start time, you'll receive $5 credit under our cancellation policy. If you're a Rider, you should then use an alternative form of transportation to get to work/home. If this occurs during a PM trip and you used Scoop to get to work in the morning, you may be eligible for our Guaranteed Ride Home program*!
*For carpools using shift scheduling as a Rider: if your Driver to work is unable to make the trip, your return trip will also be canceled as part of Scoop’s shift scheduling cancellation policy. For more information see cancellations when using shift scheduling.
Note: shift scheduling is only available for carpoolers whose employers are a part of a specific Managed Carpool Program. If your employer is a part of a program offering shift scheduling, you will see it within the Scoop app.