The COVID-19 crisis has changed the world and our way of life. Throughout all the challenges, you’ve been incredibly resilient: getting essential workers to their jobs and delivering food to those who need it. We cannot thank you enough for everything you’ve done and continue to do for your community.
As cities begin to reopen and we navigate this new normal together, we remain committed to helping you be safe while you drive and deliver. So beginning May 18th, we are rolling out new safety features and policies for riders, drivers, and delivery people.
First and foremost, everyone on our platform will be required to wear masks or face covers when using Uber. Whether you are a rider, driver or delivery person—everyone must share in the responsibility of helping stop the spread of COVID-19.
This will be a requirement in many countries including the US, Canada, Mexico, India, France, and most countries throughout Europe, the Middle East, and Africa where we operate, following the guidance of global health experts.
Changing how we all move together has never been more necessary to help protect you and our community.
Policies and features to fight the spread of COVID-19
Face Cover Guidelines:
Everyone riding, driving, and delivering on Uber’s platform must wear a face cover or mask. We are not requiring surgical masks or N95 respirators, which are in short supply and should be conserved for healthcare workers. When wearing a face cover or mask, make sure it covers your face from the bridge of your nose down to your chin. Face covers can be made of cloth, should cover the mouth and nose, and be secured to your face. You can click here to watch a video on how to properly wear a face cover or mask or click here to learn how to make your own. For additional guidance, you can check with your local health authority’s site.
We are also distributing ear loop face masks to drivers and delivery people—we are reaching out to let you know how and when to request them as supplies become available.
Accountability for Everyone:
If you ever feel unsafe or if a rider is not wearing a face cover or mask, you can cancel the trip and report it to Uber’s support team by selecting “No face cover or mask” as your cancellation reason. Cancellations for these reasons will not count towards your cancellation rate and won’t be a factor in determining your eligibility for Uber Pro.
As a reminder, rejecting requests for discriminatory reasons violates Uber’s Community Guidelines. You can review our Community Guidelines here.
Checklist & Face Cover Verification:
Before you can go online to drive or deliver, you will be asked to confirm, via a new Go Online Checklist, that you’ve taken certain preventive measures. The Go Online Checklist includes steps such as having on a face cover or mask, that you have sanitized your vehicle or food delivery equipment, and that you will not allow anyone to ride in your front seat.
Riders too will be asked to confirm they have taken certain precautions like wearing a face cover or mask and washing or sanitizing their hands before they can ride. They must also agree to sit in the back seat and open windows for ventilation.
In addition to the Go Online Checklist, prior to going online and accepting trips or deliveries, you will be asked to verify you are wearing a mask by taking a selfie wearing it. While you are enroute to the pick up location, your rider will receive an in-app message confirming you completed the verification of wearing a mask.
Supplies for Drivers and Delivery People:
We are continuing to source masks and sanitation materials, and will prioritize distribution to drivers and delivery people in the hardest hit areas.
So far, we have allocated $50 million to purchase supplies like masks, gloves, hand sanitizer, and disinfectant sprays and wipes. As of this week, we have secured more than 23 million masks for drivers and delivery people around the world. Many of these items were shipped directly to driver’s homes.
Tips for Safer Driving and Delivering:
We are working with the World Health Organization (WHO) and the CDC to create a customized series of safety tips for rideshare and delivery services to provide health & safety guidance designed for you.
Thank you for taking these steps to help keep your community safe. While we don’t know how long this new normal will last, we are moving forward with caution and your safety in mind.
Watch Uber’s Safety Event where Sachin Kansal, Head of Driver and Safety Product, demonstrates the new safety features and in-app experience.
- How will Uber ensure that riders wear masks and follow the policy?
If you arrive to pick up a rider and they are not wearing a face cover or mask, you can cancel the trip and leave feedback for the rider or report the issue to Uber through the app after a trip. Uber will take action based on drivers’ feedback, and riders who are reported repeatedly for not complying with this policy may risk losing access to the platform.
In addition to emails detailing the new policy and tips on how to make their own face cover, we are also providing riders with a pre-trip checklist that will remind them that a face cover or mask is required.
- Is there a specific mask drivers must wear?
No. At the guidance of health officials, we are asking all riders, drivers, and delivery people to wear a face cover or mask that covers your face from the bridge of your nose down to your chin.
- How long is this policy going to be in effect?
We will maintain this policy indefinitely and reassess periodically for each country, taking into consideration factors such as public health guidance and regulations as the COVID-19 pandemic evolves.
- I’ve requested a face mask and disinfectant from Uber and still haven’t received anything. How do I comply with this policy without a face mask?
This policy includes the use of a face cover or mask that can be made of cloth and covers your face from the bridge of your nose down to your chin. You can click here to learn how to make your own and here to watch a video on how to properly wear a face cover or mask. For additional guidance, you can check with your local health authority's site.
- How is Uber helping drivers and delivery people get access to cleaning supplies and masks?
We are committed to providing face covers or masks to drivers and are prioritizing those that are actively completing trips. We have contacted all drivers who recently completed trips with an offer to receive disposable ear loop face masks. If you have not recently completed trips, we will soon offer options in the app to request face covers or masks as supplies become available. To help support drivers and riders we’re piloting new partnerships with world-class leaders in cleanliness. Working with Clorox in select cities in North America we plan to distribute ridesharing-specific disinfecting tips and work to make more supplies available and Unilever in the UK to provide hygiene kits for drivers and delivery people.
- What does Uber do with the reports of non-compliance with the mandatory face cover or mask policy
Everyone can report riders, drivers, and delivery people when not using a face cover while on the Uber platform. Our support team will be reviewing reports and will be taking action, which can include losing access to the Uber app.
- Which countries are implementing these policy updates?
The US; Canada; Latin America; India; and most of Europe, the Middle East, and Africa. The policies may be tailored to address regional variations.
- If my city or state is not mandating masks, why do I have to wear a face cover when driving with Uber?
Safety is top of mind for everyone and we all have a role to play in helping keep each other safe. Drivers and riders have made it clear that they feel most safe when everyone in the car is taking precautions and many health experts recommend wearing face covers or masks to help slow the spread.
- Will I need to take a photo without the mask too?
Occasionally, but you will only be prompted to take a selfie without a mask on before being asked to take a selfie with your mask on. If you are already wearing a mask before the Real-Time ID check, please carefully take it off by the straps. Do not touch the face cover or mask.
- How often should I disinfect or wipe down my car?
We will be providing drivers with guidance from the CDC and the WHO on how to clean their vehicles and food delivery equipment and we encourage them to clean any high touch areas and surfaces, such as inside and outside door handles, steering wheel, gear shift, signaling lever, food delivery bags, and seat belt buckles as regularly as they can.
Posted by Steven Gallardo
Information for driving during the week of Super Bowl LVIII
DataCentral: Uber’s Big Data Observability and Chargeback Platform
Jupiter: Config Driven Adtech Batch Ingestion Platform
A beginner’s guide to Uber vouchers for transit agency riders