How do I see all of my trips?
To see the full list of all you booked trips, choose the Trips option on the bottom left corner of the screen. From here you’ll see a full list of all the trips you requested, and can search or filter your list to find specific trips.
To sort by trips that are pending or have been denied, you can choose both options at the top of the screen
How do I book a new trip?
To book a trip, select the New Trip button at the bottom of the screen. From here, you’ll be prompted to select the type of trip you’ll be taking, as well as date, time, and location. Once you’ve finished, you’ll receive confirmation of your trip from the app.
For more detailed Instructions on how to book trips, use one of the guides below:
How to Request a One-Way Trip
How to Request a Round Trip
How to Request a Multi-Leg Trip
How do I see more details on the trips I’ve created?
Navigate to the trip menu and use the options at the top of the screen to find the trip you’d like more details on. Once you’ve found it, simply select the trip and more details will appear when it expands.
How do I cancel a trip I’ve requested?
Navigate to the trip menu and use the options at the top of the screen if necessary. Once you’ve found the trip you’re looking for, click on the trip, and you'll see a Cancel Trip option at the bottom of the screen. Simply click this option to cancel your trip
What do I do if a trip is denied?
You’ll see denied trips appear in the default trip list or in the Denied section. To get more details or reschedule your trip, click on the denied trip and select the Get Help or Call Health Plan options at the bottom. Select Get Help to send a message to a caregiver or Call Health Plan to speak to someone on the phone directly. [message is for tech support for app]
What if my trip is canceled while I’m waiting for it?
If a trip is canceled while the driver is en route, the Kinetik Member app will notify you. Once you’ve navigated to the trip itself, click on the trip to see a link that will allow you to call the transportation company directly.
How do I track my driver while they’re on the way?
To track the driver, simply navigate to the trips menu, and select the trip currently in progress. If the driver is en route, you’ll see a notification at the bottom of the screen showing how long until the driver arrives.
To view more detail, click on the prompt and select View Map to see live GPS data for the driver.
You can also see step-by-step instructions here:
How to Track Your Trip
Why can’t I see my driver?
The member app relies on live GPS data from your driver’s navigation software in order to track their location. If the driver does not use GPS navigation or uses a software that does not share location data with Kinetik, their location won’t be available in the app.
What does the accepted status mean?
Trips that are marked as Accepted have been reviewed by your health plan [title change?] and assigned to a transportation provider.
Be sure to review an Accepted trip in case the health plan [title change?] has to make any last-minute alterations to things like time. You will be notified if any changes to an assigned trip occur.