Really??

A phone call to gather facts vs. a generic email would be a good start, given the seriousness of the situation.

Not forcing her to pay for her ride seems like common decency, even at the minor risk of some fraud. It seems that with GPS they should be able to tell she wasn't delivered to her original destination and instead was moved across state lines.

Immediate removal of the driver following an official police complaint would be the next obvious step, followed by more personal follow-up, and a cash settlement offer.