Research reveals that the delay in boarding is the main reason for canceling rides in different states of the country
Waiting time has become the main reason for canceling rides on transport apps in Brazil. In a survey carried out by the company Machine, with data from April 2026, it points out that most of the dropouts on regional platforms come from the passengers themselves, mainly due to the delay between the request and boarding.
In all the states analyzed, users lead the cancellations. In Roraima, they account for 95.3% of canceled rides, the highest rate in the study. Minas Gerais appears with 88.9%, while São Paulo registers 85.6% and Rio de Janeiro, 84.9%.
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The delay in service also dominates among the reasons pointed out by passengers. Piauí leads in this scenario, with 61.4% of cancellations related to waiting time. Rio de Janeiro (61%), São Paulo (57.6%), Minas Gerais (57%) and Santa Catarina (56.9%) appear soon after.
Changes in plans and reasons classified as “other” appear next among the most frequent justifications of users. The perception that the driver is not traveling to the boarding point also contributes to part of the cancellations, but with a lower participation.
On the drivers’ side, cancellations have a more distributed profile. The “other” category leads in most states, followed by difficulties in accessing the boarding place and cases in which the passenger does not enter the vehicle. Mechanical problems or accidents appear on a smaller scale.
In Rio Grande do Sul, for example, 55% of cancellations made by drivers occurred because the passenger did not board. In São Paulo and Sergipe, difficulties in accessing the site represent about a fifth of the occurrences recorded.
According to Júlia Camossa, responsible for the survey, the perception of efficiency has become decisive for the user experience. “Waiting time has consolidated itself as a critical variable for passenger retention and for the operational efficiency of the platforms,” he says.
