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If a robotaxi stops unexpectedly, stay buckled and contact the operator through the in-car screen or app when it is safe to do so. Don’t try to drive the vehicle. Leave only if there is an urgent need to get out; call 911 for an injury or an immediate threat. Exact procedures vary by operator, so the steps below attribute service-specific instructions to Waymo.
What to do first when a robotaxi stops
- Stay in the vehicle and keep your seat belt fastened if it is safe. Waymo advises riders to remain inside after an unexpected stop unless there is an urgent need to exit. If an immediate hazard makes staying inside unsafe, prioritize getting to safety.
- Do not try to operate the car. Waymo tells passengers not to touch the steering wheel, accelerator, or brake pedal.
- Contact support. Use the passenger screen or the operator’s app. Waymo says Support may also contact riders through the vehicle’s speakers or their phone, but you can reach out yourself if no one has contacted you.
- Follow support’s directions. Waymo says its team will explain whether the vehicle can continue and arrange roadside assistance if needed. Follow the agent’s instructions while you wait.
These are Waymo’s published procedures, not universal instructions for every robotaxi service. For Waymo’s guidance, see Ride interruptions and Riding tips.
Why a driverless ride might pause—and what may happen next
A cautious stop can be the automated system’s response to conditions it is assessing. Waymo also lists a mechanical issue, flat tire, or collision as possible reasons a ride may be interrupted. A vehicle may resume on its own after assessing how to proceed; if it cannot continue, Waymo says Support can dispatch roadside assistance.
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When to call 911
Someone is injured
If a collision has injured anyone, Waymo instructs riders to call 911 immediately. Depending on the collision’s severity and other factors, the vehicle may continue to a safer place before stopping; do not assume every collision will be handled the same way. See Waymo’s collision guidance.
There is an immediate personal-security threat
Waymo directs riders facing a personal-security threat to call 911 immediately. Its guidance says the passenger screen can be used to request immediate help and lock the doors. For the service-specific instructions, see Pulling over, collisions, and security events.
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The vehicle is stopped, but no one is injured and there is no immediate threat
A stoppage alone is not the same as an injury or immediate security emergency. Contact the operator through the available support channel and follow its instructions. If the situation becomes dangerous or someone is hurt, use emergency services rather than waiting for routine support.
How to reach help if the car has not contacted you
For Waymo, use the passenger screen or the app to contact Support; the team may respond through the speakers or your phone. The January 2024 passenger safety plan update also describes rider support and app contact flows. The available material establishes these channels for Waymo, not for other operators. Check the instructions for the service you booked rather than assuming its help controls or response process are the same.
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Waymo’s January 2024 filing is available in the CPUC passenger safety plan update.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Why stoppages are also a safety-reporting issue
The California Public Utilities Commission says it enhanced autonomous-vehicle reporting requirements to include events in which vehicles get stuck during operations. The CPUC describes its role as passenger-safety oversight, distinct from the California DMV’s oversight of vehicle safety and operational integrity. This is regulatory context—not passenger-specific legal advice. Read the CPUC announcement on AV reporting requirements.
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