Understanding your driver acceptance and cancellation rates
Last updated February 27, 2026
In addition to your star rating, GoRoute tracks two important performance metrics: your acceptance rate and your cancellation rate. While these don't directly affect your ability to drive, they influence your eligibility for bonuses and priority matching.
Acceptance rate
Your acceptance rate is the percentage of ride requests you accept out of the total requests you receive while online. For example, if you receive 20 requests during a shift and accept 18, your acceptance rate is 90%. This metric is calculated on a rolling basis over your recent activity.
GoRoute does not require a specific minimum acceptance rate, and declining a request will not result in deactivation. However, a consistently high acceptance rate (above 85%) makes you eligible for certain incentive programs and may give you priority in dispatch during busy periods.
Cancellation rate
Your cancellation rate measures how often you cancel a trip after accepting it. This is different from declining a request — cancellation means you accepted but then backed out before completing the ride. A high cancellation rate negatively impacts the rider experience, as it increases their wait time.
GoRoute expects drivers to maintain a cancellation rate below 5%. If your rate exceeds this threshold consistently, you may receive a warning. Persistent high cancellation rates can lead to temporary account suspension.
Exceptions
Not all cancellations count against you. The following situations are excluded from your cancellation rate:
- The rider doesn't show up within the 5-minute wait window (no-show cancellation)
- The rider asks you to cancel on their behalf
- You report a safety concern as the reason for cancellation
- The pickup location is inaccessible or significantly different from what was shown in the app
Where to check your metrics
You can view your current acceptance and cancellation rates in Account > Performance. This screen also shows trends over recent weeks so you can identify patterns and make adjustments to your driving habits.