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What if my Commuter can no longer make the trip or doesn't show up?

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If your fellow commuter 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. To do so, follow the instructions or screenshots below.

If you are a Rider:

Tap the Cancel carpool button at the bottom of your Matched view, or tap the 3 dots in the top right corner of your Route Details view, to bring up the cancellation menu. From the menu, select My fellow carpooler can't make it or I can't find my fellow carpoolerYou will then be added to the carpool shortlist for another chance at matching.

If your employer partners with Scoop to sponsor backup commute options, you will also be eligible for backup commute credit, which you can use toward alternative transportation to or from work. 

If your employer partners with Scoop but does not yet sponsor backup commute options, you may be eligible for our Guaranteed Ride Home program* for your evening trip.

If you are a Driver:

For a 2-person carpool, tap the Cancel carpool button at the bottom of your Matched view, or tap the 3 dots in the top right corner of your Route Details view, to bring up the cancellation menu. From the menu, select My fellow carpooler can't make it or I can't find my fellow carpooler.

For a 3-person carpool, if one of your Riders has let you know that they cannot make the carpool, you can remove them from the carpool by tapping Remove in your Matched view and selecting which Rider you’d like to remove. From there, select Rider can’t make it or I can’t find the Rider.

If both your Riders have let you know that they cannot make the carpool, cancel the carpool by tapping the Cancel carpool button at the bottom of your Matched view, or tapping the 3 dots in the top right corner of your Route Details view, to bring up the cancellation menu. From the menu, select Both Riders can't make it or I can't find both Riders.

If this occurs within 1 hour of the scheduled start time, you'll receive a $5 credit under our cancellation policy

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*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 commuters whose employers are a part of a specific Scoop program. If your employer is a part of a program offering Shift Scheduling, you will see it within the Scoop app.

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