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MetroMove Rider Support Feedback Summary
Riders said they need to cancel when a driver is delayed or moving away from the pickup point, but they do not know when cancellation stops being available. Support reviewers found no consistent explanation of cancellation stages or fees in the pilot materials.
Riders expected support to distinguish a routine question from an urgent trip incident. In the current rehearsal, support agents could not identify who owns an urgent escalation after business hours or how quickly an incident should be acknowledged.
Several riders said a delayed status display would reduce their confidence that a driver was still completing the journey, especially in areas known for weak mobile coverage.