If your fellow commuter is not ready at the scheduled departure time, we encourage you to contact them via SMS or phone call.

If you cannot reach them or they've let you know that they cannot make the carpool, be sure to cancel via the app as soon as possible.

If you are a Rider

Tap the Cancel carpool button at the bottom of your Matched view or tap the 3 dots in the top right corner of your Route Details view, to bring up the cancellation menu. 

From the menu, select My fellow carpooler can't make it or I can't find my fellow carpooler. You will then be added to the carpool shortlist for another chance at matching.

If this occurs within 1 hour of the scheduled start time, you'll receive a $5 credit under our cancellation policy. 

If your employer partners with Scoop to sponsor backup commute options, you will also be eligible for a backup commute credit, which you can use toward alternative transportation to or from work. 

If you are a Driver

For a 2-person carpool

• Tap the Cancel carpool button at the bottom of your Matched view, or tap the 3 dots in the top right corner of your Route Details view, to bring up the cancellation menu. 
  • From the menu, select My fellow carpooler can't make it or I can't find my fellow carpooler.

For a 3-person carpool

• If only one of your Riders has let you know that they cannot make the carpool, you can remove just that Rider by tapping Remove in your Matched view and selecting the appropriate Rider. 
  • From there, select Rider can’t make it or I can’t find the Rider.
• If both of your Riders have let you know that they cannot make the carpool, cancel the carpool by tapping the Cancel carpool button at the bottom of your Matched view, or tapping the 3 dots in the top right corner of your Route Details view, to bring up the cancellation menu. 
  • From the menu, select Both Riders can't make it, or I can't find both Riders.

If this occurs within 1 hour of the scheduled start time, you'll receive a $5 credit under our cancellation policy. 

*For carpools using Shift Scheduling as a Rider: if your Driver to work is unable to make the trip, your return trip will also be canceled as part of Scoop’s Shift Scheduling cancellation policy. For more information see cancellations when using Shift Scheduling.

Note: Shift Scheduling is only available for commuters whose employers are a part of a specific Enterprise carpool program. If your employer is a part of a program offering Shift Scheduling, you will see it within the Scoop app.