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Clear out junk files and repair common Windows errorsFree Scan →Fix the driver behind crashes, sound loss and screen glitchesFind Drivers →If a robotaxi stops unexpectedly, stay buckled and contact the operator through the in-car screen or app. Don’t try to drive the vehicle. Leave only if there is an urgent need to get out, and call 911 for an injury or an immediate threat to your safety. The exact steps vary by operator; the procedures below describe Waymo’s published guidance, not a universal rule for every robotaxi.
What to do first when a robotaxi stops
- Stay in your seat with your seat belt fastened if it is safe. Waymo advises riders to remain in the vehicle after an unexpected stop and leave only when there is an urgent need to exit. If staying inside would expose you to an immediate hazard, prioritize getting to safety. Waymo’s riding tips set out this guidance.
- Do not attempt to operate the car. Waymo tells passengers not to touch the steering wheel, accelerator, or brake pedal. Its rider guidance explains what to do instead.
- Contact support using the in-car screen or the app. You can do this even if support has not contacted you first. Waymo says its team may reach you through the car’s speakers or your phone. Its January 2024 passenger safety plan update also describes Rider Support contact flows.
- Follow the support agent’s directions. The team can explain whether the vehicle can continue and arrange roadside help if needed. Follow the instructions you receive rather than trying to resolve the stoppage yourself.
What might happen while you wait
A stop does not necessarily mean the car has broken down. Waymo says its automated system may stop cautiously while assessing how to proceed, and the vehicle may sometimes resume on its own. A mechanical issue, flat tire, or collision can also interrupt a trip. The operator describes its process in Ride interruptions.
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If the vehicle cannot continue, Waymo says support can dispatch Roadside Assistance and remain in contact until help arrives. The passenger screen may show the assistance vehicle’s location and the specialist’s name and picture. Waymo says the specialist can unlock the doors from outside and drive the vehicle to the destination. These are details of Waymo’s service, not a promise about another operator or a guaranteed arrival time.
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Someone is injured in a collision
Call 911 immediately if anyone is injured. Waymo’s collision guidance says a vehicle may continue after a collision to reach a safer stopping place, depending on the severity and other factors. Do not assume that it will do so in every collision; follow the emergency instructions available to you.
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You face an immediate personal-safety threat
Waymo directs riders facing a personal-security threat to call 911. Its pull-over, collision, and security guidance says the passenger screen can be used to call for immediate help and lock the doors. Use those controls if they are available and appropriate to the situation.
The vehicle is stopped, but there is no injury or immediate threat
For a stoppage without an injury or immediate danger, begin with the operator’s support channel in the app or vehicle screen and follow its directions. A stopped car by itself is not the same situation as an injury or a direct threat requiring emergency help.
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Why robotaxi stoppages are monitored
Stoppages are also a safety and accountability issue for regulators. The California Public Utilities Commission’s reporting update says it added reporting of events in which autonomous vehicles get stuck during operations. The CPUC describes its role as passenger-safety oversight, while the California DMV oversees vehicle safety and operational integrity. This is regulatory context, not passenger-specific legal advice.
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What to remember before you ride
- Know where the operator’s in-car help control is and how to contact support in its app.
- If the car stops and it is safe to remain inside, keep your seat belt fastened and wait for instructions.
- Do not assume another operator uses Waymo’s procedures; check the guidance for the service you are riding.
- For an injury or immediate threat, use emergency services rather than relying only on routine ride support.
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