What to do when a passenger changes the destination mid-trip

It's not uncommon for riders to change their destination after a trip has started. GoRoute has a built-in process for handling mid-trip changes so that both you and the rider are protected.

How in-app destination changes work

Riders can update their destination at any time during the trip through their GoRoute app. When they do, your navigation will automatically reroute to the new address, and the fare estimate will update in real time. You'll see a notification on your screen confirming the change. No action is required on your part — just follow the new route.

How the fare is affected

The final fare is always calculated based on the actual route driven, including time and distance. If the new destination is farther, the rider pays more. If it's closer, they pay less. Surge pricing, if it was in effect when the trip started, continues to apply to the adjusted fare. You don't need to worry about manually adjusting anything — the system handles it automatically.

Verbal requests to change the destination

Sometimes a rider may ask you verbally to go to a different address rather than updating it in the app. In these cases, politely ask them to update the destination through their app. This ensures the fare is recalculated correctly and that both of you are covered by GoRoute's insurance for the actual route. If the rider is unable to update the app, you can contact GoRoute support after the trip to request a fare adjustment.

Your right to end the trip

If a destination change makes you uncomfortable — for example, if the new location is significantly out of your way or in an area you'd prefer not to drive — you have the right to end the trip. Drop the rider off at a safe location, tap Complete Trip, and the rider will be charged for the distance covered. You won't be penalized for ending a trip due to a major destination change.