Waymo Robotaxi Malfunction Traps Passenger in Dizzying Loop

A self-driving car routing error left a passenger circling a parking lot, raising concerns about autonomous vehicle safety and customer support protocols.

Mike Johns, an AI consultant, was trapped in a Waymo robotaxi that circled a parking lot eight times on his way to Phoenix Sky Harbor Airport, nearly causing him to miss his flight.
Waymo support agents contacted Johns during the incident but were unable to remotely control the vehicle, instead instructing him to use the Waymo app to correct the issue.
Waymo confirmed the incident occurred in December 2024 and stated that a software update has since addressed the problem, though Johns criticized the lack of immediate follow-up communication from the company.
Experts have raised concerns about the lack of a clear emergency override mechanism in autonomous vehicles, as well as the reliance on passengers to troubleshoot issues via apps.
While Waymo touts its safety record and claims autonomous technology reduces traffic injuries, the incident highlights ongoing challenges in self-driving car reliability and customer trust.