How to Cancel a Ride and When It's Appropriate

Created by Okito Support, Modified on Mon, 30 Sep, 2024 at 4:01 PM by Okito Support

Open the Ride-Sharing App:
- Navigate to the active ride in your app, where you'll see the passenger's details and route.
Find the Cancel Option:
- Most apps have a dedicated “Cancel Ride” button that you can tap to initiate the cancellation process.
Select a Cancellation Reason:
- Choose the most appropriate reason for canceling the ride. Some common reasons include:
  - Passenger no-show.
  - Unreachable or incorrect pickup location.
  - Passenger’s behavior makes you feel unsafe.
  - Vehicle issues (e.g., breakdown).
Confirm the Cancellation:
- After selecting the reason, confirm the cancellation by pressing the relevant button.
Notify the Passenger (Optional):
- While not always required, it’s courteous to notify the passenger if you cancel the ride, explaining why the cancellation was necessary.

There are several valid situations where canceling a ride is appropriate:

When to Cancel: If the passenger fails to show up at the pickup location after a reasonable waiting time (usually 5 minutes).
What to Do: Try contacting the passenger through the app. If there is no response, you can cancel the ride using the “No-Show” option.

When to Cancel: If a passenger appears intoxicated, aggressive, or makes you feel unsafe, it's appropriate to cancel the ride.
What to Do: Cancel the ride and, if necessary, report the passenger through the app. Always prioritize your safety.

When to Cancel: If the pickup location is inaccessible, dangerous, or does not match the address in the app (e.g., remote or unsafe area).
What to Do: Try contacting the passenger to arrange an alternate pickup point. If that doesn’t work, cancel the ride and choose “Incorrect Pickup Location” as the reason.

When to Cancel: If your vehicle experiences a mechanical failure or becomes unsafe to drive (e.g., flat tire, engine issues).
What to Do: Cancel the ride immediately to avoid endangering yourself or the passenger. Choose “Vehicle Issues” as the reason and notify the passenger, if possible.

When to Cancel: If the passenger requests to bring more people than your vehicle can legally or safely accommodate.
What to Do: Politely explain that your vehicle cannot carry the additional passengers. If they insist, cancel the ride under the appropriate reason.

When to Cancel: If the passenger asks for illegal actions (e.g., transporting drugs, speeding) or requests a route significantly different from the one displayed in the app.
What to Do: Cancel the ride, stating that their request is outside the terms of service, and report the issue to the ride-sharing platform.

When to Cancel: In cases of extreme weather (e.g., heavy rain, typhoons, floods) or hazardous road conditions.
What to Do: For your safety and that of the passenger, cancel the ride and select the appropriate reason.

When to Cancel: If the passenger's pickup or drop-off location is outside the platform's service area.
What to Do: Politely explain that the location is not within the allowed area, and cancel the ride accordingly.

When to Cancel: If an emergency arises (e.g., family issue, health problem) and you cannot complete the ride.
What to Do: Cancel the ride and choose “Personal Emergency” as the reason. Inform the passenger, if possible, to maintain courtesy.

Cancellation Penalties:
- Some platforms penalize frequent cancellations with lower ratings or reduced priority in receiving future ride requests. Avoid unnecessary cancellations to maintain your standing.
Communicate Professionally:
- Whenever possible, inform the passenger of the reason for cancellation to avoid negative feedback.
Follow Platform Guidelines:
- Always follow the platform’s rules and policies for cancellations, especially regarding no-shows and safety concerns.