The app plans a route from the pickup to the drop-off when the ride starts. When the car leaves that route by more than a short distance, the app shows an off-route alert on your ride screen. The same alert reaches GuyWay operations.
Where you find it
On the ride screen, above your driver's details. The map keeps the planned route and the car's actual position drawn against it, so you can see the detour for yourself rather than reading about it.
Elements
| Element | What it shows |
|---|---|
| Banner | That the car has left the planned route |
| Map | The planned route and the car's real position |
| I asked for this | Tells the desk the detour is yours, for example a stop you added |
| Contact GuyWay | Brings the ride's safety controls, including SOS, to where you are looking |
Rules that apply
| Rule | Detail |
|---|---|
| Not every detour is a problem | Roadworks, a closed road or a stop you asked for all trigger the alert |
| A short deviation does not raise the alert | The car has to stay off the route for several minutes, so a single turn around a closed lane does not interrupt you |
| Saying you asked for it covers that detour only | If the car then goes considerably further off course, the alert comes back and operations are told again |
| The desk sees it too | Operations can call the driver or you when an alert is not explained |
| A detour changes the fare only when you asked for it | Section 5 of the terms. A driver's own detour does not raise your fare |
| Your safety comes first | If you did not ask for the detour and the driver cannot explain it, press SOS |
What to do
| Situation | Action |
|---|---|
| You asked the driver to go another way | Tap I asked for this. No further action |
| The road ahead is blocked | Ask the driver. A normal explanation closes the alert |
| The driver will not explain, or you feel unsafe | Press SOS. See Use SOS |
| The fare after the ride is higher because of the detour | Dispute it within 30 days at support@guyway.gy |
Note GuyWay does not publish the exact distance or the exact number of minutes that trigger the alert. Publishing them would tell a driver precisely how far off the route they can go before anybody is told.
Related: Use SOS, Add a stop or change the drop-off, Report a problem or dispute a fare