Direct answer
A stopped robotaxi may need time to proceed, remote support, on-scene help or recovery. Waymo identifies mechanical problems, flat tires and collisions as possible interruptions and says support will contact riders and send help if needed. A stop alone does not establish that the vehicle has broken down. [1]
If you are a passenger
Waymo tells riders to stay buckled inside after an unexpected stop, with an urgent need to exit as an exception, and to contact support through the screen or app. Do not operate the vehicle’s controls. [1]
Tesla directs riders to its Support control for an unexpected stop. Its collision guidance separately addresses leaving safely and calling 911 when emergency help is needed. Follow the instructions for your operator and situation. [2]
AV Steward is not an emergency or dispatch service. If there is immediate danger, contact emergency services and follow their directions. This article is an overview, not a substitute for current operator instructions.
Four different kinds of response
| Layer | Purpose | Limit |
|---|---|---|
| Rider support | Communicate with passengers and assess the interruption. | A conversation does not fix a damaged tire or vehicle. |
| Remote assistance | Zoox describes remote operators who support riders and responders and can disengage autonomy. [3] | Do not assume all remote support is remote driving. |
| On-scene response | Zoox separately describes a trained support team that can assist vehicle transporters. [3] | Vehicle access and work scope remain operator-specific. |
| Towing or transport | Move a vehicle that needs recovery. | Use the exact platform’s published guide and operator coordination. |
What to capture in a service handoff
For fleet buyers and service companies, AV Steward suggests recording the vehicle identifier, location, incident category, authorized scope and dispatch contact. Confirm where the vehicle should go and who accepts it there.
Keep rider information out of routine marketing records and photographs. Ask the buyer which incident records it needs, who may receive them and how to transfer them securely.
Recovery is a separate task
Tesla and Waymo publish platform-specific responder resources. Tow mode, parking brakes and loading procedures are not interchangeable across vehicles. [4] [5]
An open door, a traffic obstruction and a mechanical failure are different jobs. Do not promise that every callout can be completed with the same truck, tools or staff. The towing guide below explains where the operator documents differ.
Frequently asked questions
Does every stopped robotaxi need towing?
No. A vehicle may resume after assessing its surroundings, while a mechanical problem may need physical assistance. Support must determine the response.
Can a bystander push a stopped robotaxi?
Do not improvise movement. Contact the operator or emergency services as appropriate and follow current responder instructions.
Is remote assistance the same as a remote driver?
Not necessarily. The term does not establish that someone elsewhere is steering the vehicle; capabilities differ by system.
What we don’t know yet
- A reliable fleet-wide breakdown or recovery rate.
- Typical response times across every market.
- The cause of an individual incident without the operator’s investigation.
Sources
- Waymo: Ride interruptions · Accessed
- Tesla: Robotaxi support and cleaning fees · Accessed
- Zoox: Emergency response guide (July 2025) · Accessed
- Tesla: current Robotaxi first-responder documents · Accessed
- Waymo: current first-responder documents · Accessed
Related reading
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