FAQs
Clear answers to common TrustTrip questions.
This is TrustTrip's question-and-answer hub. Every answer here is meant to resolve the question on its own. When a topic has a full reference page, the answer says so once, but you should not need to click away to understand the essentials.
Shared travel on TrustTrip
What the platform is, who it is for, and what kind of trips you will find:
Anyone can browse public trips and read trip pages without an account. Reserving a seat, messaging members, and posting ride requests require an account, which is free to create. Booking may also require an active passenger membership when that plan is enabled. Publishing trips additionally requires driver onboarding with identity, licence, and vehicle verification reviewed by our team.
Drivers publish trips they already intend to make. Each trip shows its route points, departure schedule, available seats, and amounts before anyone books. You choose a planned shared trip that fits your route and schedule.
Finding and booking
From the search box to a confirmed seat:
Open the trip page, check the route, schedule, and the full amount breakdown for your segment, then sign in and confirm in secure checkout. Your seat is confirmed when checkout completes and the booking is created. The record (amounts, segment, status) appears in your passenger space. If the last seat is lost after capture, we review a refund.
Yes. Trip pages are public, including the indicative total built from published segment pricing and the documented platform fee. Signing in is only required at the booking step, where your exact total is confirmed before you pay.
Yes. Trips are published with official route points, and you can book the segment between any two of them. The trip page shows the exact amount for your portion. For example, a Montreal → Toronto trip can carry passengers who only travel Montreal → Kingston.
Ride requests
What to do when no published trip fits:
No. It is a demand signal, not a reservation. Nothing is charged and nothing is booked until a matching trip is published and you reserve a seat on it yourself through secure checkout. Think of it as raising your hand so drivers know where passengers are waiting.
Pricing and payment
What you pay, to whom, and how it stays honest:
Trust points are your TrustTrip member balance. You receive a welcome bonus when you create an account, more points as you complete shared trips or invite friends, and, when eligible, a way to cover TrustTrip booking fees at checkout. The Trust points guide covers invites and earning. Pricing owns the dollar fee amounts.
Yes. Every booking goes through secure online checkout for TrustTrip platform fees (and taxes when enabled). The driver’s shared amount is paid in person on trip day. The online charge always matches the platform-fee total you confirmed at checkout.
Refunds follow the published cancellation policy and a documented review. They are not automatic, but a passenger affected by a driver cancellation is exactly the case the review process exists for. The cancellation policy page describes who decides, the timing factors, and what to expect for each scenario.
Trust and support
Verification, reliability, and where to get help:
Guest support chat is available on public pages for general questions. For anything tied to your account, a trip, or a booking, use signed-in messaging and the contact channels. Reporting from the booking concerned attaches the record automatically, which speeds everything up.
Cancel from your passenger or driver space as early as you can. Consequences scale with timing, and early notice is treated with the most tolerance. The cancellation policy governs what happens for each role and timing, including how refund reviews work.