Post First Trip FAQ
I didn't start or end a trip on-time. What do I do?
Go into your Trip History and tap on the trip. At the bottom of the screen, tap "Need Help" and then "I had an issue with this fare." You can then select "I didn't begin or end the trip on time" and fill in the pick-up and drop-off locations. We'll make the adjustment!
When should I swipe 'Begin Trip'?
After the rider enters your vehicle and you confirm their name.
How do I accept a trip?
When you get a trip request, your screen will flash and a sound will ping. You have 15 seconds to accept the trip request. Partners who accept their trip requests are able to make more trips per hour and their earnings per hour are higher!
How do I contact riders?
If you need to contact the rider, you can tap on the clipboard icon in the upper left of the partner app after you accept a trip request and it gives you the option of calling or texting the rider.
I'm not getting requests in Orleans Parish. Why?
Orleans Parish has some strict regulation about which vehicles and partners qualify to pick up in Orleans Parish. Partners picking up in Orleans Parish need to have a vehicle 8 model years or newer, a LA plate and a LA license. If you don't have each of those things, you aren't eligible to receive trip requests in Orleans Parish.
What if I have space for four riders, but there is five or more in the group?
You can do one of two things. 1) Take the passengers you can safely fit in your vehicle and ask that the others request another Uber. 2) Ask that the rider requests an uberXL, which can seat up to six riders.
What if the rider wants to change destinations?
That's OK! Don't end the trip, just ask the rider to delete their previous destination in the rider app and enter the new address. You'll still be paid for any time and distance traveled.
What about multiple stops?
You can make multiple stops! You'll be paid for the entirety of the trip so long as you don't end the trip.
What do the colors on the map mean?
No color means regular demand, yellow means increasing demand, orange means it is close to surging and red means it is surging! Surge means the fares are increased above their base level.
Why can't we see the rider's destination before the trip begins?
One of the biggest reasons taxis frustrate people is that they only seem to care about going to and from the airport. That hurts their reception of service, particularly to locals. Each ride - no matter the distance - is important to the rider and we want to make sure each request is treated equally. We want to make sure that no one is discriminated against for any reason. This is also why we don't include rider photos in the partner app.
My rider wants me to wait. What should I do?
If a rider asks you to wait, you're welcome to do so. Just keep the trip running. However, if you don't want to or can't wait, just ask the rider to request another Uber when they're done.
When and how do I get paid?
Uber partners are paid weekly on Thursdays for money earned between 4 AM Monday and the previous Monday at 4 AM. Payment is made by direct deposit only. You can add your bank info at vault.uber.com.
A rider has damaged or gotten sick in my vehicle. Now what?
Go into Trip History and select the trip. Select "I had an issue with the rider" and then "Request a cleaning fee." We need to know within 48 hours and photos must be included.
Can I pick up riders at the airport?
Yes! Partners can both pick up and drop off at MSY. Get important details about the pick up process here.
Is the price the same regardless of number of riders?
Yes. All uberX (4 or fewer riders) and uberXL (6 or fewer riders) rides are the same price regardless of number of riders.
¹ This is a placeholder for legal disclaimers if you need to utilize it