How do I see all of my trips?
To see your trips, tap the Trips tab at the bottom of the screen. Your trips are organized into three tabs at the top: Upcoming (trips that haven't happened yet), Past (completed trips), and Approved (trips approved by your health plan). Tap any trip card to see more details by tapping the details link.
How do I book a new trip?
To book a new trip, tap New Trip at the bottom of the screen. You'll be asked to choose the type of trip — Request a Vehicle for a standard ride, or Mileage Reimbursement if you're using your own vehicle. From there, you'll enter your pickup and drop-off locations, date, arrive by time, and a few details about your needs. Once submitted, your request goes to your health plan for review — it is not automatically confirmed.
How do I see more details on the trips I’ve created?
Tap the Trips tab, then find the trip you'd like more details on under Upcoming, Past, or Approved. Tap the details link on the trip card to view full information including status, pickup and drop-off addresses, date, and times.
How do I cancel a trip I’ve requested?
Tap the Trips tab and find the trip you'd like to cancel. Tap details on the trip card, then look for the Cancel Trip option. Tap it to cancel your trip.
What do I do if a trip is denied?
If your trip is denied, you'll see it reflected in your trip list. Tap details on the trip card to see more information. To understand why it was denied or to request a review, you'll need to contact your health plan directly.
What if my trip is canceled while I’m waiting for it?
If a trip is cancelled while the driver is on the way, the Kinetik app will notify you. Tap details on the trip card to see your options, including calling the transportation company directly.
How do I track my driver while they’re on the way?
Tap the Trips tab and find your trip under Upcoming. Tap details on the trip card — if your driver is on the way, you'll see their estimated arrival time. Tap View Map to follow the driver's live location.
Why can’t I see my driver?
The app uses live GPS data from your driver's navigation software. If the driver isn't using a GPS-integrated system, their location won't be available in the app — but you'll still see the scheduled pickup time.
What does the Approved status mean?
Trips that show an Approved status have been reviewed by your health plan and confirmed. A transportation provider will be assigned closer to your date of service.