NEMT live tracking links that riders and families can actually use
Duet's live tracking link lets a rider's family watch the whole NEMT trip from their phone's browser: the van on its way to the pickup, the rider on board, the ride in progress, and the dropoff. It arrives by text, and there's no app to download and no account to create.
Every worry about the ride becomes a call to you
Until a family can see the ride, the only window into it is your phone number. The daughter in another state calls because she can't be at the door. The caregiver timing a discharge calls because the rehab needs the room. The rider calls because she's been forgotten before, and once was enough.
None of those calls are complaints. They're people who love someone, asking for one piece of information: where is the van right now? But every one of them rings the same dispatch line, in the middle of the day, and answers exactly one caller — until the next one rings.
Duet's answer is to give every trip a window: a live tracking link, texted to the rider and anyone who worries about them, that shows the ride as it happens. The question gets answered by a map, before it becomes a phone call.
What the family sees, stage by stage
The tracking link shows a trip in four stages, on a live map in the browser: the van on its way to the pickup, the rider on board, the ride in progress, and the dropoff at the end. Duet can text the link automatically, alongside the booking confirmation and reminder texts.
The van is on its way
The map shows the van heading to the pickup. Whoever opens the link can watch it come, so "did anyone remember us?" never needs asking.
The rider is on board
The link shows when the rider is in the van. A daughter in another state sees that her mother made the pickup — no phone call required.
The trip is in progress
The family follows the ride on the map, from the pickup toward the destination, the whole way there.
The dropoff happens
They see the ride end where it should — at the appointment, or safely back home — and get back to their day.
Why there's no app, on purpose
Duet's rider tracking is browser-based by design. There is no rider app — not because one is missing, but because an app is a wall between an 80-year-old rider and the information her family needs. A link in a text message works on every phone, the first time, with nothing to install.
Your riders aren't app people
Most riders are older adults, and plenty of the family members watching are too. "Download the app and create an account" loses them at the app store. Tapping a link in a text doesn't.
A text works on every phone
The link opens in whatever browser the phone already has — an old Android, a new iPhone, a tablet at the nurses' station. If it opens web pages, it shows the ride.
Family anywhere can open it
No app to download, no account, no login — the link opens in the phone's browser straight from the text, whether the family is across town or across the country.
Under the hood it's the same GPS tracking your whole operation runs on. A medical transportation tracking link is just that signal, handed to the people waiting at both ends of the trip — in the plainest container the modern phone has: a web page.
What do tracking links do for your business?
Two measurable things: fewer interruptions and more loyalty. Providers on Duet who send tracking links see 45% fewer "where's my ride" status calls and 15% more repeat bookings.5 One is your dispatcher's day back. The other is next month's schedule.
The status calls that still come in don't have to interrupt anyone either — Duet's voice AI answers them and gives the caller the trip status. And hospitals, rehabs, and nursing homes that book through the facility portal can track their own trips there, so the discharge planner isn't calling either.
The repeat-booking side is the quiet one. Private-pay families choose a provider twice: once when they book, and again every time they decide whether to come back. Being the company whose van they could watch — the one that never left them wondering — is the kind of peace of mind families remember, and mention to the next family that asks.
It wins new business too. When a family compares providers, or a facility decides who gets the contract, "you'll always know where the vehicle is and when it will arrive" is an answer most competitors can't give. Providers on Duet have beaten out other companies for facility contracts and private-pay trips on exactly that peace of mind.
One trip record powers the link
The tracking link isn't a separate GPS product bolted on — it's a view into the same trip record the rest of Duet runs on. The trip gets booked once, and the status updates your drivers already make in the driver app are what move the link: the pickup, the trip in progress, the dropoff, live on the family's map.
That's why it costs your team nothing to run. Duet can text the link automatically alongside the booking confirmation and reminder texts, drivers just run their day like always, and there's nothing for a dispatcher to update by hand.
The tracking link is the part of the ride families remember — and when you want more families finding you in the first place, the same team offers growth services for NEMT providers.
What does NEMT live tracking cost?
Nothing separate. Tracking links are part of Duet's NEMT software, not a paid module or a per-link fee. The software is free for providers running fewer than 100 trips a month, and usage-based after that — most providers pay less than $50 per active vehicle per month.
There's no per-vehicle license fee, no setup fee, and no contract — Duet is month-to-month, and it never takes a cut of your trip revenue.
Full software and services pricing lives on the pricing page.
Live tracking questions, answered
Does the rider need an app or an account?
No. The tracking link opens in the phone's web browser — there's no app to download, no account to create, and no login. If the phone can open a web page, it can follow the ride. There is no rider app to manage, and that's on purpose.
Who can get the tracking link?
Anyone the rider wants watching: the rider, a family member, a caregiver, an adult child in another state. There's no account and no login — the link opens in the browser from a text.
How do riders and families get the link?
By text message. Duet can send the tracking link automatically, alongside the booking confirmation and reminder texts, so nobody on your team has to remember to send it — the family has it before the wondering starts.
What exactly does the tracking link show?
Four stages of the trip, on a live map: the van on its way to the pickup, the moment the rider is on board, the ride in progress, and the dropoff. It's the whole trip, start to finish, in the browser.
Does live tracking cost extra?
No. Tracking links are part of Duet's NEMT software, not a paid add-on. The software is free for providers running fewer than 100 trips a month and usage-based after that — most providers pay less than $50 per active vehicle per month.
Can facilities track the rides they book?
Yes. Hospitals, rehabs, and nursing homes that book through Duet's facility portal can track their own trips there directly, instead of calling your office for status. More on the facility portal page.
Do tracking links actually cut status calls?
Yes — providers on Duet who send tracking links see 45% fewer "where's my ride" status calls (Duet customer data, 2026). And when a rider does still call to check on a trip, Duet's voice AI can answer and give them the status, so the remaining calls don't interrupt dispatch either. More on the voice AI page.
Can my dispatchers see the same thing?
They see more. The tracking link shows a family their one trip; your dispatchers get the full fleet map on the dispatch board — every vehicle, every trip, live. Same GPS, two views. The dispatcher's side lives on the dispatch software page.
The rest of the platform
Every feature here is one system: one login, one dispatch board, one monthly bill.
See everything the software does side by side — or how the growth team fills the schedule the software runs.
Give every family a window on the ride
Book a 30-minute demo and we'll show you the tracking link the way a family sees it — and the dispatch board, driver app, and voice AI behind it. One system, nothing to download, nobody left wondering.
Free for providers under 100 trips a month. No contracts, no setup fee. Questions? Call (650) 780-3465 and a person will pick up. We practice what we preach about phones.