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Wingz Ohio - Reliability Expectations for Active NEMT Drivers

  • Updated

At Wingz, we maintain high reliability standards because our members depend on these trips for life-sustaining medical appointments. When you accept a trip, you are committing to its completion.

Driver Frequently Asked Questions

Click a question below to jump directly to the answer.

Trip Management & Reliability
How do I correctly swipe a trip (Start, Pick Up, Drop Off) to ensure the trip is completed and I get paid?
Answer

You must swipe at the correct time for every stage of your trip. This is a critical step in ensuring you are paid accurately.

Swiping Process
  1. Swipe to Start Trip: Do this the moment you begin driving toward the member's location.
  2. Swipe for Pick Up: Only swipe once the member is inside your vehicle.
  3. Swipe for Drop Off: Do this immediately after the member reaches the destination and exits your vehicle.

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How do I avoid last-minute cancellations and member no-shows?
Answer

To avoid last-minute cancellations and member no-shows, you must always reach out to the member to confirm their appointments.

How to Confirm Trips
  1. Go to My Rides and tap Needs Action.
  2. Contact the member by both SMS and phone.
  3. Update the status in the app.
  4. If they do not respond, select “No, try again later” to record your attempt so support can assist.
Note: If you have tried several times and were still unsuccessful, you may call support and we will help you confirm the trip with the member.

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What if a member does not answer my phone call? Do I still go to the pickup?
Answer

Yes. You are expected to arrive at the pickup location at the scheduled time even if you cannot reach the member. A lack of phone response does not mean the member no longer needs transportation.

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Returns & Cancellations
Important: Returning a trip can directly impact a member’s ability to get to an important medical appointment. Please only return trips when absolutely necessary. Returning a trip after the required deadline will result in a sendback fee.
How do I send back a trip I previously accepted?
Answer

You can return a trip through the Wingz Driver App or by calling Wingz directly with the Leg ID.

To Send Back a Trip in the App
  1. Make sure your app is updated.
  2. Select the specific trip.
  3. Click Send Back and confirm.

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What are the deadlines for returning a trip without a penalty?
Answer

To avoid a $25 late fee, trips must be returned before these cut-off times:

  • Saturday, Sunday, and Monday pickups: Return before Wednesday 9:00 AM EST
  • Tuesday pickups: Return before Thursday 9:00 AM EST
  • Wednesday pickups: Return before Friday 9:00 AM EST
  • Thursday pickups: Return before Monday 9:00 AM EST
  • Friday pickups: Return before Tuesday 9:00 AM EST

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What happens if I return a trip after the cut-off?
Answer

A $25 penalty will apply to help fund a bonus for another driver to cover the ride.

Additional Consequences
  • Suspension: Repeated sendbacks can lead to a 3-day account suspension.
  • Deactivation: If a trip is returned late and no other driver can cover it, leaving the member stranded, your account may be deactivated.

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What if the trip details changed and I can no longer do it?
Answer

If you cannot accommodate a change to the trip time or address, call us immediately. In this specific case, you will not be charged the $25 late fee, even if the cut-off time has already passed.

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Earnings & Fees
Is there a fee for member no-shows or late cancellations in Ohio?
Answer

Yes. In Ohio, you will receive a $3 payout if either of the following happens:

  1. The member is a No-Show.
  2. The member cancels the trip 2 hours or less before the scheduled pickup time.

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