Safety
Effective 30 August 2026
The Safety Centre
The Safety Centre is one tap away in the rider app. From it you can trigger an SOS, share your live trip, manage emergency contacts, report unsafe behaviour, chat to support and review past incidents.
SOS panic button
Press SOS if you feel unsafe. Shuttle immediately opens an alert with your live location and trip details, creates a silent tracking link, and prepares WhatsApp, SMS and call messages to your emergency contacts with your position and the driver's vehicle details. The alert stays open until you stand it down, and you can revoke the tracking link the moment the emergency is over.
Live trip tracking and shareable links
Every trip is tracked on a live map showing the driver's position, route and ETA. You can create a share link for family or friends — they can follow the trip in a browser without installing anything, and you can revoke the link at any time.
Emergency contacts
Add the people who should be alerted in an emergency, mark a primary contact, and keep their numbers current. They are used for SOS notifications and trip sharing.
Report unsafe behaviour
Report reckless driving, harassment, an unsafe vehicle or a mismatched car directly from the trip. The report automatically includes the trip, the driver and vehicle, the location and the time, so our team can act quickly. Reports are reviewed and can lead to warnings, suspension or removal.
In-app support
Chat with support during a trip. Your trip details are attached automatically so you do not have to explain everything, and urgent matters are escalated to the Shuttle team.
Driver verification
Before a driver can go online, Shuttle reviews their ID document, driver's licence, vehicle licence, roadworthy certificate, police clearance and insurance. Only approved drivers receive trip requests, and documents can be re-checked at any time.
Know your driver before you get in
Before pickup, the app shows the driver's name, rating, vehicle make, model, colour and number plate. Check that these match the car in front of you. If anything is different, do not get in — cancel and report it.
Women Safety Option
Riders can choose the Women Safety Option, which matches them only with women drivers whose full document set has been verified and approved. All other safety tools stay active on every trip.
Safety tips for riders
- Wait indoors or in a safe, lit place until the car arrives.
- Check the plate, vehicle and driver name before getting in.
- Share your trip with someone you trust.
- Sit where you feel most comfortable and keep your phone charged.
- Use SOS or support chat the moment something feels wrong.
Safety tips for drivers
- Confirm the rider's name before starting the trip.
- Keep your vehicle roadworthy and your documents up to date.
- Obey the rules of the road and avoid distractions.
- End a trip safely and report the incident if a rider makes you feel unsafe.
In an emergency
Press SOS in the app, then call 112 from any mobile phone (free, no airtime needed) or 10111 for the police. Give your exact location, what is happening, and the vehicle registration. Keep the app open so your contacts can keep following your location.