Last August, a fire spread across 10 acres near California’s I-280 by Redwood City, causing traffic disruption as firefighters tackled the flames. California Highway Patrol officers instructed drivers to reverse and exit the freeway in the opposite direction.
Among these drivers was a Waymo Robotaxi.
Video from the scene shows the Waymo AV attempting to bypass stationary traffic by driving along the shoulder, only to reverse back from incoming wrong-way vehicles, eventually coming to a complete stop.
The robotaxi was immovable, even with attempts from Waymo’s remote assistance team, prompting the company to call 911.
A Waymo remote assistance employee communicated with a 911 dispatcher, explaining that the car couldn’t turn around and requested officer assistance to drive the robotaxi away and arrange the transport of its passenger.
About 30 minutes after Waymo’s 911 call, a California Highway Patrol officer drove the robotaxi to a nearby park-and-ride lot, as detailed in a CHP incident report. From there, one of Waymo’s roadside assistance workers took over, according to the company’s statement.
Viewed as an edge case, this Redwood City incident highlights a growing challenge as Waymo expands its robotaxi service.
However, the incident wasn’t isolated. TechCrunch has identified at least six instances where first responders had to maneuver Waymo vehicles out of traffic during emergencies, including situations like mass shootings, despite Waymo having its own roadside assistance team.
Waymo has faced criticism from lawmakers about relying on remote assistance workers, including some based in the Philippines, to guide its robotaxis. The company’s roadside assistance team received less scrutiny.
During a March 2 hearing in San Francisco, Waymo didn’t mention its roadside assistance team. City officials expressed concern about autonomous vehicles obstructing or distracting first responders.
“Our public safety officers are frequently needing to physically move [Waymos],” said Mary Ellen Carroll, executive director of San Francisco’s Department of Emergency Management, considering it untenable.
Waymo stated that its roadside assistance workers cleared many robotaxis during a blackout, though some required first responder help.
Waymo emphasizes its dedicated roadside assistance team prioritizing minimal community impact, but didn’t disclose the size of this team or its plans for scaling as it plans to expand to about 20 more cities this year.
Waymo’s robotaxis provide over 400,000 rides weekly, reflecting years of development. Yet they depend on human assistance in complex situations. The company employs around 70 “remote assistance” workers to advise vehicles, half based in the U.S. and half in the Philippines.
Concerns over safety and security have been raised, but Waymo claims its remote assistants are qualified, citing minimal latency in vehicle-to-assistant connections.
Remote assistance workers guide robotaxis without directly controlling them. However, the system isn’t flawless. In January, a remote worker mistakenly approved a robotaxi to pass a school bus with extended stop signs, per the NTSB.
Waymo’s Event Response Team, based in the U.S., manages incidents requiring coordination with emergency responders. The team likely assisted during the Redwood City incident, though Waymo didn’t confirm this.
Miscommunications occurred when 911 dispatch initially thought the passenger would drive the robotaxi from the fire. A follow-up call clarified the need for officer intervention. (Waymo stated it never asks passengers to operate its vehicles.)
The roadside assistance team, sometimes former safety drivers, directly interacts on-site. Waymo uses Transdev and local tow partners for assistance, stressing that first responders should not routinely move Waymo vehicles.
Nevertheless, first responders continue to assist Waymo vehicles in emergencies, as seen in Austin, Atlanta, and Nashville.
San Francisco officials asked Waymo how it plans to reduce reliance on first responders during incidents; Waymo hasn’t detailed strategies or improvements to its operations.
Waymo suggested possibly collaborating with partners like DoorDash to manage vehicle situations, though specifics remain unclear, with officials reiterating that first responders should not act as AAA services.