All rides you've accepted, and been assigned, can be found within the Upcoming Tab.
One hour prior to your ride, you will receive a notification that your ride is upcoming. We expect drivers to be to their pickup destination 5-10 minutes prior to the start time to ensure they are ready and waiting for their drive.
Reviewing Ride Details
It’s important, prior to picking up the rider, to re-review all Rider Details and Ride Notes. You can do this by clicking into the ride card.
There may be updates since the last time you reviewed them and key information like instructions on picking up the rider, the condition of the rider or their level of required assistance are all outlined here.
You can also use the MapIt feature - which will open up your native Maps App so you can proceed with directions as you normally do on your smartphone.
Starting A Ride
When it’s time to start the ride, scroll to the bottom of the screen and simply swipe to Start. This will let everyone, including Onward, know that the ride has begun and the rider is safely on the way to their destination.
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:
- At the start time of the ride, you must always swipe to start the ride - even if you are not yet with the rider. This is true for all rides, as you are always paid for your time starting at the start time of the ride, even when the rider is running late or behind.
- Ensure that you have tried every attempt to contact the rider - including calling the rider, calling the custodian, getting out of your vehicle and going to the entrance of the pickup location.
- Finally, if you are unable to reach the rider (and/or custodian if one is listed), you can select the new "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.
- Once the ride has been marked as a "No Show", you will be paid out the hour minimum rate for the ride and Onward will be notified to review the ride.
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.