Purpose
This policy governs stops made during an active trip that are not listed on the trip manifest. It ensures Support and Safety have visibility into driver location and activity at all times during a passenger trip, supports passenger safety, and creates an auditable record for incident review, insurance, and broker inquiries.
Policy
Any stop not listed on the manifest is an unscheduled stop. Drivers must call in to Support (888-545-4309 Option 2) or chat with Support by tapping the chat bubble icon in the upper-left corner of the Wingz Driver app to obtain approval for approval before making any unscheduled stop. This applies regardless of stop duration or reason, with exceptions for emergencies detailed below.
Member requests for an unscheduled stop (e.g., meals, breaks) do not override this policy. The driver is not obligated to agree, and any such request must still be called in to Support for approval before the stop is made.
Call-In Requirements
Before the stop
Driver must call Support and provide:
- Address of the stop location
- Expected duration of the stop
- Purpose of the stop
Driver must wait for approval before deviating from the manifested route to make the stop.
On departure
Driver must call Support again when departing the stop to confirm they are resuming the trip.
Non-Compliance
Failure to call in and receive approval for an unscheduled stop is treated as a safety violation, subject to investigation by Trust & Safety. This is independent of the sendback/strike process.
Exceptions
Emergency stops are exempt from pre-approval. This includes stops for:
- Medical emergencies
- Vehicle safety issues (e.g. mechanical failure, tire, collision)
- Law enforcement directive
Drivers must report emergency stops to Support immediately after the stop occurs, rather than before.
Definitions
- Manifest: The trip itinerary provided to the driver at trip start, including all scheduled stops.
- Unscheduled stop: Any stop, of any duration or purpose, not listed on the manifest.