All Greenlight Hub locations will be closed on Friday, December 14th. You can still get support online, in the app, or through 24/7 phone support.
Rules and regulations
ROC regulations for Uber partners
Per ROC regulations, driver-partners must adhere to the terms below. Failure to do so may result in the receipt of a citation or even restriction of access to airport trips. Please note that Uber will not pay for any citations that driver-partners may incur.
- When on airport property, the Uber driver app must be open at all times (driver-partners must not go offline until exiting the airport area).
- We’ve instituted a special first-in-first-out (FIFO) system at ROC. The FIFO system only works within the designated area—400 Airport Way past the Smart Phone Lot. Driver-partners waiting elsewhere will not receive trip requests through the Uber driver app.
- You may be asked to show your waybill. To access it, tap the “info” button that appears in your app.
How pickup requests work
Pickups at ROC
It is easy to receive trip requests from riders leaving the airport. However, these trips work a little differently than other requests.
Waiting for requests
At ROC, Uber’s technology uses a first-in-first-out (FIFO) queue. This means that, in order to receive a trip request, you need to enter the designated waiting area. Based on the operating agreement with ROC, the waiting area is located at 400 Airport Way past the Smart Phone Lot (see map below). Once you’re in the waiting area, you will then be placed in a virtual queue where the first driver-partner to enter will be the first to receive a trip request.
Important things to know about FIFO queues:
- Proximity to the terminal within the FIFO zone does not create an advantage for driver-partners or move you closer to the top of the queue.
- If there are no driver-partners in the FIFO zone, trip requests will go to Uber driver-partners in the area - outside of the FIFO zone - based on proximity and other factors.
- You can lose your place in line if:
- You go offline on your Uber driver app
- You drive outside the FIFO zone
- You do not accept multiple incoming trip requests in a row
- You cancel multiple rides (if the rider cancels, you will remain at the top of the queue)
Picking up your rider
Once you accept a trip request, the pickup location at ROC is located on the Lower Level near the B Entry sign (see map below).
Rides to ROC
How dropoff requests work
Uber is a reliable option for travelers heading to the airport.
Based on the operating agreement with ROC, riders can be dropped off at their desired door on the Upper Departures Level. If you would like to receive a trip request after dropping off a rider, you’ll need to keep the Uber driver app on to maintain your place in the FIFO queue.
ROC Rideshare Waiting Area
Uber partners may wait for ride requests at the Rideshare Waiting Area. You will not receive an airport request outside of this lot.
Based on the operating agreement with ROC, the waiting area is located at 400 Airport Way past the Smart Phone Lot.
Helpful tips for airport trips
1) Driver cancellations: Trip cancellations can take away from the great Uber experience that both riders and driver-partners expect. Please remember that driver-partners who improperly use the app and intentionally disrupt the service, including excessively canceling rides or asking riders to cancel rides, may lose the ability to receive trip requests to and from the airport through the Uber Driver app.
2) Ground transportation and airport security staff: Airport rules are as important as traffic rules. Airports expect Driver-partners to follow the instructions of the airport staff.
3) Getting your car ready: Air travelers can have lots of luggage with them, so you may need to free up trunk space to fit it all in.
4) Helping with luggage: It may take some time for riders to load their luggage into your vehicle. The airport is a busy place, so an extra set of hands can speed things up and help get your riders to their destination faster.
5) Identifying your riders: Asking your riders for their names before starting a trip can ensure that you’ve picked up the right person out of the crowd.
6) Making music optional: While tunes are nice to cruise to, riders may prefer silence after an early morning or late night flight. Asking them what they prefer can go a long way and help provide a great experience!