Frequently Asked Questions
That’s us! We’re a fast, affordable and convenient transportation solution for folks that want to safely maintain their independence.
What do I need?
You need a touch tone telephone that can call 1 (855) 464-6872. We highly recommend riders have a cell phone so they can always be reached.
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 check with drivers to insure they're comfortable meeting that request. Let any operator 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?
We work with on demand transportation services like Lyft to ensure that you can get affordable rides within 15 minutes. GoGo operators communicate, screen and monitor rides to make sure every ride completes safely and successfully.
What does "communicate, screen and monitor rides" mean?
Within 30 seconds of a trip being accepted by a driver, GoGoGrandparent checks to see if their car is too big for someone with ambulatory ailments or if the driver has previously been unwilling to work with older adults. Once a suitable match has been found we will issue a series of communications to the driver through their app, through text messages and by calling them to set their expectations and insure they are comfortable working with our caller. We have special scenarios for folks with visual impairments and ambulatory equipment. Once a driver has been found, we watch the trip and intercept lost drivers, malfunctioning GPS's or driver's that for various reasons had to cancel. Once a trip is in progress we handle setting and whenever necessary changing trip destinations for passengers that are planning a multi stop trip. We proactively reach out whenever we find a driver going off the expected route. Once the trip completes we send confirmation messages to all authorized family and friends and follow up with the caller to insure the trip completed safely & successfully. We have developed this process slowly after doing tens of thousands of rides and are still tweaking it as we discover new ways to improve the experience for our callers.
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 minutes of the ride being accepted to avoid a fee. These fees are charged by our ride share partners and range from $5-$10. We do not have control over them.
How can I avoid no-show fees?
If a driver tries to contact you but can't they can cancel a ride after waiting 5 minutes. If they do, you may be charged a no-show fee. No-show fees are determined by our ride share partners and 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 does it cost?
We charge a small concierge fee plus the vendor’s fare. The concierge fee goes towards covering the cost of our 24/7 call center.
Our partners’ 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 fare every time you call. The driver will not know the total cost of the trip.
How do I pay?
You do not pay the driver. After the trip, we’ll charge the card you have on file and call or email you with how much was charged.
PLEASE DO NOT PAY IN CASH.
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.
Who is GoGoGrandparent for?
Our rides are for independent adults who want to maintain their lifestyle. Some members use us to reduce the amount & type of driving they do (such as driving at night or going unfamiliar places), while others use us as their complete car replacement. Everyone enjoys the convenience of having affordable transportation on-call.
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!
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. That being said to schedule a trip in advance Press 0 to speak with an operator.
Why are rides more expensive during peak demand?
Our vendors 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?
Are rides available in my area?
To check availability in your zip code, visit our website at gogograndparent.com or give us a call.
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?
Yes, but depending on the airport there may be a special “pick up location” where you will have to meet our drivers. 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.
Are you an emergency medical transportation service?
Lots of folks use us 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. Lyft and Uber are curb to curb services and are not good solutions if you require a driver to help you enter or exit the vehicle.
These features aren't available publicly yet.
Have suggestions on what you'd like us to do next? Call us!