What happens if my driver/rider cancels or is not ready for me?

If you’re a rider:

  • If your driver has not arrived within about 5 minutes of your departure time, reach out to them via a text message or phone call.
  • If you cannot get a hold of them, be sure to cancel via the app and select 'The driver didn't show/was late' and take an alternative way to work/home.
  • You will be eligible for our Guaranteed Ride Home program if you used Scoop to commute to work that morning.

If you’re a driver:

  • The best thing to do is to wait a few minutes and contact your rider to see where they are.
  • If you cannot reach them or something came up for them, no problem - go ahead and cancel via the app and select 'The rider was not ready' and head to work/home.