We talked to the individual who got stuck in a Waymo robotaxi going around in circles.
A month ago, a video went viral on social media showing a Waymo robotaxi stuck in a loop inside a roundabout. This event was isolated and occurred without any passengers onboard.
Recently, a video that went viral on social media showed a Waymo robotaxi stuck in a loop within a roundabout, an isolated incident since there were no passengers in the vehicle, according to the company. However, this was not a unique case. Around the same time, Mike Johns, founder and CEO of the artificial intelligence consultancy Digital Mind State, experienced a similar situation with a Waymo robotaxi that was taking him to Phoenix airport. Johns found himself going in circles in a parking lot and was unable to stop the vehicle or get out of it. Videos of both events were shared within days.
Waymo has not confirmed whether these incidents occurred simultaneously or if there are other similar cases, although the company has indicated that software updates were carried out to address the issue. Johns was in the robotaxi for "less than seven minutes," but he mentioned that it felt like an eternity, as he feared missing his flight and wondered if the car had been hacked. This was his second ride in a Waymo robotaxi.
A representative from Waymo confirmed the incident, stating that it occurred in early December and was resolved with a scheduled software update. The vehicle completed Johns' ride, and he was not charged for the trip. A customer service specialist from Waymo reached out to him unprompted, informing him of a potential steering issue the vehicle was experiencing. According to the video shared by Johns, the agent asked him to open the Waymo app and select "My trip" in the bottom left corner. In response to Johns' question about why he couldn’t directly control the car, the agent admitted that she did not have the option to do so.
Waymo clarified that passenger support agents are different from the fleet response team, which works with the autonomous driving software. Support agents can respond to users via the app or a button in the vehicle, but do not interact directly with the driving software.
By following the agent’s instructions in the app, Johns was able to get the robotaxi back on course. Waymo took care of compensating him for the trip and directed him to its website to file a complaint. Although the company did not contact him immediately following the incident, it reached out this week after his video became popular. Johns expressed his concern about the disconnection of the human factor in the digital age, emphasizing the importance of maintaining a balance with artificial intelligence and automation.
Missy Cummings, professor of autonomy and robotics at George Mason University and a former safety advisor for the National Highway Traffic Safety Administration, stated that while this incident is minor, it highlights a broader issue that autonomous vehicle companies must address. Cummings emphasized that any robotic system should have an option to disconnect the vehicle in emergency situations, suggesting that an accessible emergency stop button for passengers might be necessary.
Waymo argued that its vehicles are equipped with a stop button available for passengers at all times, both in the app and on the passenger screen, although Johns commented that he was not informed of this by the agent. Cummings also criticized the idea that users must actively participate in problem-solving, as this can be prone to errors and technical complications.
