Below are the current cancellation reasons that you'll find in the Veyo Provider Portal and the Veyo IDP App.
Member No Show
- Unable to contact member when I got on-site
- Used when the driver is unable to contact the member at their location and they have attempted to call and knock on the member’s door in accordance with Veyo policy.
- Member’s phone is not in service or voicemail box full
- Used when the phone number gives the driver an error message or goes straight to voicemail and they cannot contact the member.
- Couldn’t find the member’s location
- Used when the driver is unable to find the member and they are at the member’s location.
Member Cancelled
- Member cancelled on-site
- Used when the driver arrives and the member tells them they’d like to cancel the trip.
- I contacted member before arriving on-site and they cancelled
- Used when the member cancels when the driver calls them on their way to the pickup location.
- Member says they cancelled in advance
- Used when the driver contacts the member and they tell the driver they’ve already cancelled the trip.
- Member believes they’ll miss appointment time
- Used when the member wants to cancel the trip because they don’t believe they’ll be able to make the appointment.
- Member got other transportation
- Used when the driver calls or arrives at the pick-up location and finds that the member has already found another transportation option.
- Member cancelled due to weather
- Used when the member doesn’t want to take the trip because of weather.
Incorrect Information
- Invalid address
- Used when the trip information is incorrect e.g. the house number is wrong.
- Member no longer lives here
- Used when the driver arrives and the member doesn’t live at the address anymore.
- Office location no longer here
- Used when the healthcare facility is no longer at the address.
- Pick-up time was too early
- Used when the pick-up time was too early and the member doesn’t want to take the trip.
- Member is deceased
- Used when the member has passed away.
- Address is missing apartment, door and/or building number
- Used when part of the address is missing and the driver was unable to find the member.
- Member has additional passengers that aren’t notated on the trip
- Used when the member is trying to bring additional passengers with them. Please note that the driver should advise the member to contact Veyo to rebook their trip.
COVID-19
- Member is too unwell to travel
- Used when the member does not feel well due to COVID-19 symptoms and wants to cancel their trip.
- Member refused to wear face mask and its mandated in my city
- Used when the member refuses to wear a face mask and their refusal goes against a city/state mandate that requires a mask. Please note: Abuse of this option is against Veyo’s policies.
- Member is traveling to a COVID-19 testing center
- Used when the driver picks up a member and they tell the driver they are going to a COVID-19 testing facility. Please note: Abuse of this option is against Veyo’s policies.
- Facility is closed
- Driver mobile app message: Please contact the Veyo Driver Support line and return the member to their pick-up location.
Driver or Member Safety
- Accident or vehicle breakdown before pick-up
- Used when the driver has an accident or vehicle issue before they pick up the member and they won’t be able to pick the member up.
- Accident or vehicle breakdown after pick-up
- Used when the driver has an accident or vehicle issue after they pick up the member and the member is in the vehicle. Please note: The driver must call the Veyo Driver Support line to formally report the incident.
- Severe weather and unsafe road conditions
- Used only in the case of severe weather and road closures.
- Member was aggressive or threatening
- Used when the driver feels threatened or in danger. Please note: The driver is required to call the Veyo Driver Support line to formally report an incident with the member.
Issue with Member’s Equipment
- Member could not provide car seat for child
- Used if the member is trying to transport a child without a carseat. Please note: Transporting a child without a car seat may result in the suspension of your account.
- Member’s wheelchair won’t fit in the vehicle
- Used when a member’s wheelchair will not physically fit in the vehicle. Please advise the member to contact Veyo to rebook their trip.
- Member’s personal items won’t fit in the vehicle
- Used when the member’s personal items will not physically fit in the vehicle. Please advise the member to contact Veyo to rebook their trip.
Other
- Other
- Used for cancellation reasons that do not fit into the above category. Please make sure to note the reason in the notes section.