Ride interruptions

If your autonomous car stops for any reason, and can’t continue on its own, our Support team will contact you and Roadside Assistance will be dispatched to help you.

Why would my autonomous ride be interrupted?

Waymo’s autonomous driving system is designed to be cautious and defensive. Though unlikely, your car may need to safely come to a stop if it decides that’s the best thing to do.

Sometimes, the car just needs a moment to decide how to proceed. It may be able to determine the best course of action and start moving again on its own. 

Your ride could also be interrupted if there’s a mechanical issue, a flat tire, or a collision. No matter the reason, we’ll reach out immediately and send someone to help if needed.

What to expect if your ride is interrupted

What should I do?

If your ride stops unexpectedly, stay in the car with your seat belt fastened. In the event of a collision, please stay in the car with your seat belt fastened, unless there is an urgent need to exit. Please don’t touch any controls inside the car, like the steering wheel, accelerator, or brake pedal.

Support will reach out soon, but you can always get help using the in-car screen or the app at any time.

What will Support do?

Support will immediately escalate the issue to get you moving again as soon as possible. 

1. You’ll get a call from us through the in-car speakers or your phone. 
2. We’ll let you know if the car can continue on its own.
3. If it can’t, Support will send Waymo Roadside Assistance and will stay on the line with you until they arrive.

What will Roadside Assistance do?

If we send Waymo Roadside Assistance, you’ll see this information on the in-car screen:

• Map location of the Roadside Assistance vehicle
• Picture and name of the Roadside Assistance specialist

Note: The team member who assists you will be wearing a yellow safety vest.

Here’s what to expect with Roadside Assistance:

1. Roadside Assistance team members will reach you within a few minutes and park nearby.
2. A team member will unlock the Waymo car’s doors from outside (you might hear a clicking sound when they do this).
3. They’ll introduce themselves and hop in the driver’s seat.
4. Then they’ll drive the Waymo car to your dropoff spot (no need to tell them the address).

Trip interruptions FAQs

Is Roadside Assistance nearby during my autonomous ride?

Roadside Assistance is ready to help at any moment and we dispatch the team as needed.

Do interruptions happen a lot? What are you doing to make it happen less?

Ride interruptions are infrequent. We look into each one to understand how we can improve the service for the future.

Why can’t someone just remotely take over driving?

Waymo doesn’t operate any of its cars remotely — when in autonomous mode, the car is responsible for its own driving at all times.

What if I don’t want to wait for Roadside Assistance?

 For your safety, please wait with your seat belt buckled. Support can tell you your options. Don’t sit in the driver’s seat or touch any of the car controls.

Will Support or Roadside Assistance be aware of my accessibility needs?

Support will call you as soon as we see that your ride has been interrupted. If you need to communicate by text, please message us through the app. If you have any accessibility needs you’d like us to be aware of, you can tell Support and we’ll be sure to let Roadside Assistance know.