Reporting a safety concern about a passenger
Last updated March 11, 2026
Your safety is GoRoute's top priority. If you experience inappropriate behavior, harassment, or feel unsafe during or after a trip, we encourage you to report it immediately. Every report is taken seriously and reviewed by our dedicated safety team.
How to file a report
After a trip ends, go to Activity > Trip Details > Report a Safety Issue. Select the category that best describes the incident — options include harassment, threatening behavior, intoxication, damage to your vehicle, or other safety concerns. Provide as much detail as possible, including what happened, when it occurred, and whether anyone else witnessed it.
Rating the rider
In addition to filing a safety report, give the rider an honest rating. Riders who consistently receive low ratings or safety reports may be removed from the platform. If you rate a rider 3 stars or below, you'll never be matched with that rider again.
What happens after you report
GoRoute's safety team reviews all reports within 24 hours. Depending on the severity of the incident, actions may include:
- A warning sent to the rider
- Temporary suspension of the rider's account pending investigation
- Permanent removal of the rider from the GoRoute platform
- Coordination with law enforcement if criminal activity is suspected
You may be contacted by the safety team for additional information. Your identity is kept confidential throughout the process — GoRoute never shares your personal details with the rider.
In case of immediate danger
If you feel you are in immediate danger during a trip, use the emergency button in the app (the shield icon) or call 911 directly. Do not wait until after the trip to seek help. Pull over in a safe, well-lit location if possible, and end the trip. Your safety always comes before completing a ride.