After receiving positive feedback from a number of driver-partners across Australia, we have decided to trial Rematch – the Driver app feature that can help you get an airport trip request faster – at Melbourne (MEL) Airport.
What’s Rematch?
You may receive a Rematch trip if there’s a rider requesting a trip nearby when you drop someone off at the airport. This means you may receive a new request quickly, instead of having to wait in the virtual queue.
How does it work?
Rematch will work slightly differently at Melbourne Airport than other airports.
For example, during the trial, driver-partners can drop off riders at the Express Rideshare Lane, which is the same area used for pickups at Terminals 1, 2, and 3.
If you drop a rider off at the Rideshare Lane, you can wait there for up to 30 seconds for a Rematch request. If you accept a request and your rider’s pickup location is the Rideshare Lane, you can sit tight and wait for them there.
You’ll be able to receive a Rematch trip request for up to 30 seconds after dropping a rider off. If you don’t receive a request within 30 seconds, this means there are no Rematch trips available and you should go to the waiting area if you’d like to receive another request at the airport.
Please note: Rematch will be available at the Express Rideshare Lane and Level 1 of the T4 Car Park. Be sure to check your Driver app to confirm your rider’s chosen pickup location.
A reminder to follow the airport rules
If you would like to experience the Rematch feature when dropping off riders at Melbourne Airport, remember you must continue moving through the airport after a drop-off and not wait around for Rematch trips, unless you have dropped off at the Rideshare Lane. Waiting for a rematch trip at the Departures level or surrounding roads is not permitted.
FAQ
- Can the 30-second Rematch window be increased?
As part of the trial, we may test and monitor different Rematch windows, so this 30-second window could change.
We are continuously working with Melbourne Airport to offer the best possible experience for driver-partners and riders. We’ll be in touch with updates as they come. - What if my rider doesn’t want to be dropped off at the Rideshare Lane?
If your rider would prefer to be dropped off at the Departures level, please take them there. You can let your rider know that we have worked with Melbourne Airport to unlock the Rideshare Lane for drop-offs in order to avoid congestion at the Departures level - congestion can cause major delays during peak hours.
- Will I get in trouble for stopping at the Rideshare Lane?
No. As long as it’s no more than 30 seconds waiting for a Rematch trip request, or if you’ve already accepted a Rematch request.
- What if my rider wants to be picked up from a different area?
Your Driver app will indicate whether your rider would like to be picked up from the T1/2/3 Express Rideshare Lane or the T4 Car Park. Please check the app’s navigation to ensure you’re meeting your rider in the right area.
- Is Rematch available for all ride options?
Rematch will be available for all ride options except Uber Premium. This is because Uber Premium pickups are at the Ground Level VHA Car Park, where Rematch is not permitted.
- What if the rider is not ready and I have to wait a while?
We’ll do our best to let riders know that when you are waiting for them at their pickup location. You can also help us improve the experience by asking riders for their feedback when you get a Rematch trip - you can share yours and their feedback with us by contacting Uber support.
Posted by the Uber team
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