Summer is nearly upon us and with that comes demand-driving events and festivals across the US. During large-scale events, Driver-partners often deal with 3 common issue types:

• Cancellations
• Wrong rider pickups
• Too many riders in a vehicle

Read below for tips to help you understand the process for each issue and how to resolve it quickly.

Cancellations:

When a trip request is canceled or the rider doesn’t arrive at the pickup location, you may be paid a cancellation fee after waiting at the pickup location for more than 5 minutes. Cancellation fees will appear on your payment statement. Keep in mind that fee amounts may vary by vehicle class and city, and the Uber Fee applies to any cancellation fee.

Cancellation fees generally apply when:

• A rider cancels a trip request more than 5 minutes after you accepted the request and you are running on time to the pickup location (within 5 minutes)
• A rider doesn’t arrive at the pickup location within 5 minutes of your arrival
  

Wrong Rider:

Occasionally, a different rider may attempt to enter your vehicle by mistake. To avoid this, always confirm a rider’s name and destination before starting a trip. Your app displays the rider’s name when you are on your way to a pickup location.

Similarly, the rider’s app displays your name, photo, vehicle make and model, and license plate number.

Too Many Riders:

We understand that picking up a larger group of riders can present additional challenges. Uber is committed to safety for everyone. Please do not allow more passengers than your vehicle has seat belts for. If more than the maximum number of riders are attempting to enter your vehicle, politely decline from starting the trip. Instead, suggest that some or all the riders can request a larger or additional vehicle.

If you completed an uberX trip with more than 4 passengers and your vehicle’s capacity is greater than 4 occupants, please let us know. We will review the trip fare and make any necessary adjustments.