uberASSIST – FAQs

1) Are there any additional charges for an uberASSIST ride?
The pricing for uberASSIST is the same as uberX and will be subject to dynamic pricing. 

2) What kind of mobility equipment can uberASSIST vehicles accommodate?
All uberASSIST vehicles should be able to accommodate one foldable assistive device, such as a folding wheelchair or scooter. However, uberASSIST vehicles are unable to accommodate riders with non-foldable wheelchairs or electric scooters.

3) Are there any designated pickup points for uberASSIST requests?
To protect the well-being of our riders, we encourage you to select pickup points where the drivers are able to safely assist in the boarding process. Passengers are strongly advised to avoid locations such as bus stops and taxi stands.

4) What sort of service can uberASSIST drivers provide?
All uberASSIST drivers have undergone theoretical and practical training that includes safety in transfer, dementia awareness, as well as hygiene and emergency preparedness. The extent to which assistance is provided would align with each rider’s individual needs and comfort level. If you need specific assistance, please call or send an in-app message to your driver to inform them of your requirements.

Riders who are unable to be transferred from their wheelchair to a car seat cannot be accommodated on uberASSIST. They require specialised transportation equipped with wheelchair-accessible ramps or hydraulic lifts.

5) How are uberASSIST drivers chosen?
It is our utmost priority to ensure the safety of our riders. As such, all uberASSIST drivers are shortlisted based on three criteria: vehicle suitability, excellent rating, and experience on the platform.

6) Am I able to request a specific driver or vehicle during pick up?
No, to ensure the reliability of our product, Uber’s platform will match you to the closest driver during the requested time, so you are not able to request a specific driver or vehicle.  

7) Why do uberASSIST rides take longer to arrive than UberX?
As only top-rated drivers who have undergone specialised training and eligible to accept uberASSIST requests, your uberASSIST ride will likely be slightly longer to arrive than uberX rides. We appreciate your patience as we continue to grow the pool of uberASSIST driver-partners. 

8) Does the rider need to be accompanied by an additional passenger?
It is not required to be accompanied by an additional passenger on an uberASSIST ride. However, a companion may be in a better position to communicate and advise on the special needs of each individual.

If you are requesting a ride for a passenger with special needs, do send a message to the driver through in-app messaging about your requirements, and provide a contact number in case of emergency.

9) Can I book an uberASSIST for emergencies to go to the hospital?
uberASSIST drivers are not trained as medical professionals or emergency response agents.  For emergencies, you are advised to call an ambulance to ensure your safety and health.

10) In case of emergency, how will uberASSIST drivers handle the situation?
All uberASSIST requests are encouraged to provide at least one emergency contact number, which will serve as the first point of contact during unforeseen circumstances. If necessary, our drivers are advised to reach out to helplines such as eldercare centres, hospitals, or police stations accordingly.

11) Is there any insurance coverage for riders taking uberASSIST?
uberASSIST rides are covered by our standard insurance policies, which may be evaluated on a case-to-case basis.

12) The driver cancelled the ride when he arrived and found that my wheelchair/assistive device could not fit in his car. Why did he cancel?
We’ve selected eligible drivers based on our standard global list of vehicles which can accommodate standard mobility devices. However, there may be situations where your mobility device cannot be comfortably accommodated. For future requests, you may want to also send the driver a message regarding your special requirements. We apologize for this experience and will review whether we need to make changes to our criteria.

13) Is there a way to easily identify uberASSIST drivers?
We have created an uberASSIST decal to help riders identify the vehicles better, as well as to hopefully encourage other road users to be more patient and careful when around these vehicles.