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Driverless Taxi Leaves Passenger Stranded
11 May
Summary
- A Waymo robotaxi drove off with a passenger's suitcase inside.
- The passenger could not open the trunk to retrieve the luggage.
- Waymo eventually agreed to cover shipping costs for the returned bag.
A passenger faced significant travel disruption when a Waymo robotaxi departed from San José Mineta International Airport with his suitcase still inside the trunk. The passenger reported that the trunk failed to open as expected upon exiting the vehicle, leaving him stranded without his belongings. Waymo customer service informed him the vehicle was en route to a depot and could not be immediately rerouted.
Although Waymo later confirmed the suitcase was secured at a depot, the company initially offered to cover only two free rides for the passenger to retrieve it or to send it without covering shipping fees. The passenger argued the situation was not his fault, leading Waymo to eventually agree to cover the shipping costs. This incident highlights the challenges of autonomous vehicle customer service when unexpected human needs arise.
Waymo has been expanding its airport services, notably at San José Mineta International Airport (SJC), which became the first commercial airport in California to offer fully autonomous ride-hailing in November 2025. While the technology aims for convenience, this event underscores the importance of robust customer support for time-sensitive airport travel. Riders are advised to ensure all luggage is retrieved before the vehicle is considered departed and to keep critical items like laptops and medications in the cabin.
