Frequently Asked Questions

 

What’s GoGoGrandparent?

That’s us! We make a landline or flip phone function like a smartphone to request licensed and authorized Transportation Network Companies on your behalf with a phone call.

What do I need?

Any phone that can call 1 (855) 464-6872 and that can generate tones by the press of a button. We highly recommend riders have a cell phone so you can always be reached during the ride event.  We use your Caller ID to identify who you are so make sure you’ve registered any number you might call from on your account. You may ask us to modify your account by calling 1 (855) 464-6872 and speaking with an operator.

What are licensed and authorized Transportation Network Companies?

Lyft and Uber are types of Transportation Network Companies, or TNC's, that, at least in California, are licensed and authorized by the California Public Utilities Commission.  When you call our phone number and generate a tone, we interpret your request, put it into "TNC" language, and send it on your behalf to the TNC of your choice, either Lyft or Uber, to tell them you want a ride and where you are located.  TNC's have created a network of contracted drivers to help people get rides. Tens of thousands of independently contracted drivers use their platforms to find passengers near them. Until now, if you didn't have or didn’t like using a smartphone you couldn't access their services.

Why don't I just use licensed and authorized Transportation Network Companies myself?

Using licensed and authorized Transportation Network Companies (TNC's) require you as a consumer to have a smartphone, download and know how to use the TNC's applications, and maintain a data plan. Even after you invest in the plan (most are in the range of $60 per month) and the smartphone, drivers can cancel at anytime without notice, get lost, go to the wrong entrance of a location, have a poor personality, have a car that is too big or too small for your needs, and require you to enter an address into a GPS each step of your journey. As your agent, our computer is monitoring your location during the ride. We will know where and when you were dropped off, and when you are ready to go home, or on to the next leg of your journey, we will know where to send the Lyft driver.

How do you act on my behalf once I ask you to order a ride?

Within 30 seconds of a trip being accepted by a licensed and authorized Transportation Network Companies (TNC's) driver, GoGoGrandparent checks to see if the car assigned meets your previously specified requirements (for example, is too big or too small for someone with ambulatory ailments, is the driver comfortable with older adults, is the trunk large enough to accommodate a wheelchair or packages, etc.).

If a driver meets your requirements, we will issue a series of communications to the driver through the driver's ride sharing app, including text messages and calls with the intention of passing on your expectations so they are comfortable working with you. If you've indicated you have visual impairments or ambulatory equipment, we let the driver know and give them the opportunity to opt-out of the ride.

If a TNC driver has accepted the ride, we monitor the trip on your behalf and intervene as your agent, when problems come up that would affect the ride (for example problems like if drivers get lost, if their GPS malfunctions, if drivers cancel and more). If a trip starts we set, and whenever necessary, change trip destinations when you call us to do so. Once the trip ends we send confirmation messages to all authorized family or friends and follow up with the caller to insure the trip completed safely & successfully.

We have developed this process meticulously after being designated the agent for tens of thousands of TNC passengers and are still tweaking it as we discover new ways to improve your experience.

Are walkers and wheelchairs okay?

Walkers and foldable wheelchairs are no problem, as long as you can transfer yourself into a car without assistance. We can attempt to check with drivers that they're comfortable accommodating ambulatory equipment. Let any of our phone operators know and they’ll add the appropriate notation to your account. Whenever driver's are asked to lift something, it's customary and appropriate to offer a tip.

Who are the drivers?

Lyft and Uber drivers that have been licensed and authorized via the relevant Transportation Network Company (TNC) to try and get you affordable rides within 15 minutes. GoGo requests, communicates, screens and monitors rides through the TNCs on your behalf.

When should I speak with an operator?

Operators are available 24/7 to give quotes, schedule rides in advance and answer any questions that you have. Call and Press 0 to speak with an operator.

Is there a faster way to order a ride with an operator?

Yes. If all you need to do is order a ride to a location that isn't on your dial tone menu call us and Press 6. You will be fast tracked to an operator.

Can I cancel my ride?

To cancel a ride, call us and Press 9.

Is there a cancellation fee?

Cancel within 2 to 5 minutes (depending on where you live) of the ride being accepted to avoid a fee. These fees are charged by licensed and authorized Transportation Network Companies (TNC's) and range from $5 - $10. We do not have control over them.

How can I avoid no-show fees?

A driver can cancel a ride and charge a no-show fee after waiting 5 minutes. The amount of the no-show fee is determined by the licensed and authorized Transportation Network Companies (TNC's), not GoGo. They range from $5 - $10. We do not have control over them but we can help you avoid them by setting up custom pickup instructions for your common locations.

How much is GoGoGrandparent?

We charge a small concierge fee of $0.27/minute from the start of the ride plus the vendor’s fare. The concierge fee goes towards covering the cost of our 24/7 call center, our computer servers, our engineers and other expenses associated with making GoGoGrandparent available to consumers.

Licensed and authorized Transportation Network Companies (TNC's) rates can change based on the zip code of the pick up address and when demand is high (this happens rarely and returns to normal in a few minutes). We quote you the TNC fare every time you call. Please note, TNC drivers do not know the total cost of the trip.

How do I pay?

You do not pay the driver. After the trip, we’ll place one charge on the card you have on file for two items: (1) our fee for submitting your request to the TNC and monitoring the TNC driver and (2) the ride fare - the amount that the TNC charged you for the ride. Then we call or email you with how much each of the charges were. There will only be one charge on your card for both items.

We set aside the amount we collect from you for the ride - the TNC's charge - and pay them on your behalf.  

Should I tip?

Tipping is encouraged and expected, especially in cases where you ask a driver to wait or lift something up. While the fare of the ride is charged automatically to your card on file, tips should be in cash.

What if I have a complaint about the service?

Complaints can fall into two groups.

(1)  If you have a complaint with the licensed and authorized Transportation Network Company (TNC), we will advocate on your behalf to present your case to the TNC and get either the full amount or portion of the fee refunded to you (as long as the ride was taken within 30 days).  We will keep you informed of the progress and TNC's final decision.  This usually ends up to the benefit of the passenger.

(2) If you have a complaint with GoGo’s service for any reason, we have a very thorough and efficient complaint handling department.  We have a very small number of complaints, and in most all cases, resolve them to the satisfaction of our Clients and within 3 to 5 business days.

How am I protected in the case of an accident?

GoGo does not carry insurance that protects you during the ride. TNC's cover any personal injury you may suffer during the ride. As regulated transportation services, TNC's are required by law to carry the required insurance that protects riders from personal injuries. For this reason, you can look to the insurance carried by their drivers in case of accident.

Who do I give my destination to?

Usually the driver, but if their equipment is giving them trouble Press 0 to give it to an operator and we can send it to his equipment via our computer servers. 

How do I register?                        

Get ready for your first ride by registering for free at gogograndparent.com or by calling us toll-free at 1 (855) 464-6872 and Press 2.

How long will I have to wait for my ride?

Driver availability depends on your location, the time of day, and number of other rides being requested. In the majority of cases, your ride will arrive within 15 minutes -- so be ready to leave when you call! In some cases, there may be no availability. Unfortunately neither GoGo nor the TNC can guarantee a contractor will show up to perform the ride, so for trips that are really important we recommend having a plan B.

Can I schedule a ride in advance?

Yes, but most folks call us 15 minutes before they need to leave.  We highly recommend you do the same because passenger's plans can change and we don't want the licensed and authorized Transportation Network Companies (TNC's) to charge a no show fee. That being said to schedule a trip in advance Press 0 to speak with an operator.

Why are rides more expensive during peak demand?

Licensed and authorized Transportation Network Companies (TNC's) fares may change to encourage more drivers to come onto the road. This change is calculated automatically based on how many requests were made in a specific location in the prior two minutes.  Peak demand is recalculated rapidly, so usually by waiting just 5 - 10 minutes it’ll go away.

Can someone else ride with me?

Yes! Up to four people can share one car at no extra charge.

Will the driver wait while I complete my appointment?

You may ask your driver to wait but you will be charged for the time. To keep your ride affordable it’s best to give us a call when you’re ready to return and Press 2 for a car to the last place you were dropped off. We’ll get a ride there in 15 minutes or less.

What type of vehicle will I ride in?

Typically, it will be a 4-door sedan. While you are on the phone with us, either after you press a number, or talking to our operators, we will be able to tell you the vehicle type/color, license plate, and driver name that you should expect. We can attempt to request a larger or smaller vehicle, please call and let the operator know if you have a vehicle size preference.

Are rides available in my area?

To check availability in your zip code, visit our website at gogograndparent.com or give us a call. Availability is checked at the moment you ask an operator but can change based on driver availability and other factors.

What are your hours of operation?

You can speak to an operator 24 hours a day, 7 days a week.

And how far can I go?

You can take a trip 100 miles in any direction.

What should I do if I have a question during my ride?

You can call an operator at any time. Just call our number and Press 0.

Do you pick up at airports?

You may request a pickup from an airport, but some airports specify a special “pick up location” where you will have to meet licensed and authorized Transportation Network Companies (TNC's). For most airports the operator will be able to help you find your location, but in all airports the driver will be able to tell you where to go. You can call your driver at any time by Pressing 3. You can also find the location by looking for signs that read "Ride Sharing Pickup Location" (or something similar). 

Can ride share drivers cancel a ride?

Yes, as independent contractors of Transportation Network Companies (TNC's), drivers have the freedom of choice to cancel for any reason, up until and including the time they pick you up, and usually that reason is undisclosed. Though we can not prevent this from happening, GoGoGrandparent can catch it when it does happen and re-request a replacement driver. If a driver cancels, we are notified by the TNC's immediately and can re-request a replacement driver on your behalf and call you with more information about the new driver that has accepted your ride request.

Can I be charged a fee when a ride share driver cancels a ride?

GoGo doesn’t have control over rideshare fees, but in our experience yes, you can be charged if a rideshare driver cancels a ride, usually only if your driver has been waiting for more than 5 minutes at the location you requested us to order a ride to.

Is GoGoGrandparent a transportation provider or licensed and authorized Transportation Network Company (TNC)?

As stated above, and to be clear, we are neither a transportation provider nor a TNC. We give flip phones, landlines and smart phones the ability to request rides from TNCs and act as your representative to monitor their services.

GoGoGrandparent does not employ or contract directly with drivers nor do we own any of our own vehicles. We work with TNC's that are licensed by, and operate under the authority of state regulatory commissions such as the Public Utilities Commission in California and as such have to meet rigorous state criteria and standards in order to allow their drivers to pick up and drive passengers.

To use California as an example - with similar requirements in place in other states -  the state makes driver background checks mandatory, insures the rides up to $1,000,000, require the driver to have a modern vehicle, they don't allow anyone to drive who has a drunk driving conviction in the past 7 years, and more.

Are you an emergency medical transportation service?

Lots of folks use our services to get to doctor’s appointments but we are no replacement for an ambulance in the event of an emergency.

Are you a non-emergency medical transportation service?

No. A lot of people use us to get around, but on demand transportation contractors are not trained to help people that require physical assistance and their cars can not be guaranteed to accommodate ambulatory equipment like motorized wheelchairs or scooters. Licensed and authorized Transportation Network Companies (TNC's) are curb to curb services and are not good solutions if you require a driver to help you enter or exit the vehicle.

Do I have to be a senior to use GoGoGrandparent?

No. The only age restriction is that we can not order rides for persons under 18 years of age.


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