What happens when your rating falls below the minimum

GoRoute sets a minimum average rating to maintain the quality of the rider experience. If your rating drops below the threshold for your city (typically around 4.60 stars), GoRoute will take steps to help you improve before considering more serious action.

The warning process

When your rating approaches the minimum threshold, you'll receive a heads-up notification in the app with tips for improvement. If your rating drops below the minimum, you'll receive a formal warning that includes your current rating, the required minimum, and specific feedback from recent rider comments (if available). This warning does not affect your ability to drive — it's an alert that improvement is needed.

Improvement period

After receiving a formal warning, you're given a 30-day improvement period to raise your rating above the minimum. During this time, GoRoute may offer you access to a free Quality Improvement Course — an online module covering best practices for navigation, communication, vehicle presentation, and professionalism. Completing the course doesn't directly change your rating, but drivers who complete it typically see meaningful improvement.

Deactivation

If your rating remains below the minimum at the end of the improvement period and you have not shown meaningful progress, your account may be temporarily deactivated. Deactivation means you cannot go online or accept ride requests. You'll receive an email explaining the reason and outlining next steps.

The appeal process

If you believe your deactivation was unjust — for example, due to retaliatory ratings from riders — you can submit an appeal through Account > Help > Account Status > Appeal. GoRoute's review team will examine your trip history, rating trends, and any rider comments. Appeals are typically reviewed within 5 to 7 business days. If your appeal is successful, your account will be reactivated and you may receive a fresh improvement period.