Anyone can run late or have to change plans suddenly. What matters most is that the other person finds out as soon as possible so they can adjust.

I’m running late or can’t go

• Running late – message in the chat or call, and say how many minutes late you’ll be.
• Not going – cancel the booking or the ride in the app. The other person gets a notification straight away. It’s also good to send them a few words in the chat. Can I cancel a reservation?

I’m a passenger and the driver isn’t there

1. Check where the driver is. If the driver shares their location, you’ll see where they are and when they’ll arrive on the “My rides” screen or on the ride map. Location appears 15 minutes before departure. If you can’t see it, tap “Request location”.
2. Message or call. The phone button is in the booking details (tap the driver on the ride screen).
3. If the driver doesn’t respond and won’t come, cancel the booking and pick someone else from your suggestions or another way to get there.

I’m a driver and the passenger isn’t there

1. Wait a few minutes.
2. Message or call. The phone button is in the booking details (tap the passenger on the ride screen).
3. If you can’t wait any longer, cancel the booking with that passenger and drive on. Your other bookings for that day stay as they are.

Important: cancel if the ride didn’t happen

If the booking stays, after the arrival time the app treats the ride as completed. In networks with “Settlements” it then records a charge for the ride. How to fix it: The ride didn’t happen – how do I cancel the charge?

Drivers: if the passenger can’t see you on the map, see The passenger can’t see me – how do I set up my phone?

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This post is also available in: Polish