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If you face immediate danger in a robotaxi, call 911; do not rely on remote support to make that call for you. For other help, use the controls in the vehicle or app you are actually riding in. Procedures differ by operator and vehicle: Waymo describes a support-led process for police interactions and stopped vehicles, while Zoox lists separate in-car support controls and emergency door instructions.
Emergency and support controls: Waymo and Zoox
The procedures below are the operators’ published guidance, not a guarantee that every vehicle will respond as intended. Waymo’s passenger help page and Zoox’s “Get Support” page were current when accessed October 7, 2026.
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| Situation or control | Waymo | Zoox |
|---|---|---|
| Urgent danger or medical emergency | Waymo tells a threatened passenger to call 911 on their phone. Its app’s 911 button sends an urgent notification to Support, which may call into the car. (Waymo Help, “Pulling over, collisions, and security events.”) | Zoox directs riders to call 911 for a life-threatening emergency, injury, or medical problem. (Zoox, “Get Support.”) |
| Requesting operator assistance | The passenger screen can request immediate help and lock the doors; riders can also contact Support through the app or by phone. (Waymo Help, “Pulling over, collisions, and security events.”) | Use the touchscreen Help button, the overhead Emergency Call Button, the app, or Zoox support by phone or text. Pressing the overhead button connects to Support, which can direct the vehicle to pull over somewhere safe. Zoox tells riders to remain seated and buckled. (Zoox, “Get Support.”) |
| Police interaction | Waymo says Support is notified if law enforcement interrupts a trip. Support contacts the rider and can speak with officers through the in-car speakers. (Waymo Help, “Pulling over, collisions, and security events.”) | The cited Zoox support page does not state a comparable police-stop procedure. |
| Unexpected stop | If the vehicle pulls over or stops because its system determined that was safest, Waymo tells riders to stay inside with the seat belt fastened and contact Support. (Waymo Help, “Pulling over, collisions, and security events.”) | Zoox’s support page says Support can pull the robotaxi over to a safe place when contacted through the overhead button; it does not give a general unexpected-stop procedure on that page. |
What to do if something goes wrong
For immediate danger, call 911
Use your phone to contact emergency services if someone is in danger, injured, or needs urgent medical help. Waymo and Zoox both identify 911 as the route for urgent situations. The vehicle’s support system is a separate route for operator assistance, not a substitute for an emergency call.
For non-urgent help, use the vehicle’s own controls
Identify the support control for your specific vehicle before you need it; the names and locations are not interchangeable across fleets. If a control does not work or you cannot get help, use your phone to contact the operator or emergency services as appropriate.
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If the vehicle stops, follow its operator’s directions
For a Waymo vehicle that has stopped or pulled over, the published instruction is to remain inside, keep the seat belt fastened, and contact Support. A vehicle may remain stationary until police arrive during a personal-security event. Do not assume that an unexpected stop means the doors should be opened or that the car will resume moving on its own.
What happens during a Waymo police stop
Waymo says its system is designed to recognize police lights and sirens and pull over as appropriate. If officers interrupt a ride, the company says Support is notified, contacts the passenger through the car speakers or phone, and can speak with officers over the in-car speakers to help resolve the interaction. This is Waymo’s published process; it should not be treated as a standard followed by every robotaxi service.
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Waymo also publishes emergency-response guides and law-enforcement interaction protocols for its vehicle models, and says it provides first-responder training in the places it operates. The company reports training more than 35,000 first responders at more than 150 agencies, but its page does not state the reporting year for those figures. They are company-reported totals, not independently verified or identified as 2026 totals.
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Collisions, medical events, and getting out
Collision or suspected medical emergency
Waymo says Support is notified after a detected collision, contacts the rider through the speakers or phone, dispatches roadside assistance, and contacts emergency services. In a January 2024 California Public Utilities Commission Passenger Safety Plan update, Waymo said Rider Support checks whether passengers are injured or need medical assistance and contacts 911 when indicated. The filing also says agents are trained to call 911 if an apparent medical event is reported or observed. These are the company’s stated steps; if you need urgent help, call 911 yourself rather than assuming Support has already done so.
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Zoox door release
A July 31, 2026 Federal Register notice about Zoox’s vehicle exemption describes a manual interior lever on either side: passengers pull the lever and then push the door open. The notice also describes an exterior door button for first responders and fallback instructions for reaching an emergency door handle if a severe crash disables that button. These are details for the Zoox design addressed in the notice, not a general description of robotaxi doors. Follow the instructions in the vehicle you are in, and do not force a door unless circumstances require it for immediate safety.
Children and restraints in Zoox vehicles
The same July 31, 2026 notice says riders under eight were not permitted at the time and raises concern that seat belts may not fit every child aged eight or older. It says Zoox’s rider manual makes parents or guardians responsible for proper restraint, including using a booster seat if needed. These details are tied to the notice and may not reflect later eligibility rules; check Zoox’s current rider requirements and the specific vehicle’s child-restraint instructions before travelling with a child.
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What the safety evidence does—and does not—establish
Published emergency procedures describe what a company says it intends to do; they do not show that every response will be flawless. Waymo cautions that autonomous vehicles cannot avoid or prevent every collision, and that some collisions could cause injury or death.
On July 8, 2026, the National Highway Traffic Safety Administration (NHTSA) called for safe interaction between automated vehicles and first responders. The agency said it had documented vehicles entering active emergency scenes, blocking ambulances or firefighters, or failing to respond to flashing lights, flares, smoke, fire, and traffic cones. NHTSA Administrator Jonathan Morrison’s statement was titled, “An Automated Vehicle That Cannot Safely Interact With First Responders is a Danger to the General Public.” This describes the agency’s reported concerns; the cited release does not give a denominator or comparative incident rate.
The cited material also supplies no comparable response-time measure or incident rate across operators. That means the published procedures can help a passenger know which control to use, but they cannot establish that one service is safer than another on those measures.
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