Starting A Ride

Upcoming Tab

The rides you've accepted and have been assigned, can be found within the "Upcoming" Tab.

Upcoming trip notifications are triggered one hour prior to your ride. We expect drivers to arrive at the pickup location 5-10 minutes prior to the start of the ride with a clean vehicle.

Reviewing Ride Details

Before you pick up your rider, be sure to re-review all Rider Details and Ride Notes. You can do this by clicking into the "Ride Card". Key information about the ride, the rider's condition and their level of assistance will be conveyed here.

Navigating to Pick Up Location

When it is time for you to go pick up your rider, you will click the “Navigate to Pickup” button once you've clicked into the ride. Your default maps app (ie. Google Maps) will pop up and route you to the pick up location.

Starting A Ride

Once you get to the pickup location, navigate BACK TO THE APP and click “Start Ride” to actually navigate to the drop off location.

No Show Rider

If a rider is unable to be found, you are able to mark them as a "No Show" within the Onward Driver App.

To complete this action:

1. If you are at the pickup location but the rider is not ready yet, you should still go ahead and start the ride.  You are always paid for your time starting at the start time of the ride, even when the rider is running late or behind.

2. Ensure that you have tried every attempt to contact the rider - including getting out of your vehicle and going to the entrance of the pickup location, calling the rider, calling Concierge, and calling the custodian. 

3. Finally, if you are unable to reach the rider (and/or custodian), you can select the "No Show" option within the ride details screen after you've swiped to start the ride. This will pop-up a screen that requires you to confirm you've taken every action you can to find the rider as well as give more details about what happened.

4. Once the ride has been marked as a "No Show", you will be paid up to $40 for the ride and Onward will be notified to review the ride. If this was a long distance drive (ie San Francisco to Los Angeles), you may receive the full fare, but MUST contact Concierge for approval. 

If drivers are found to be marking rides as "No Show" without making every attempt to reach the customer before leaving the ride, this would be grounds for removal from the Onward Driver Team.