Keeping you informed: your UberPool questions answered

When you accept a trip with UberPool, you will be able to see the upfront fare in your waybill. You can see how to do this through the video found at t.uber.com/anzpool.

Because the start and end locations are determined before the trip starts and riders cannot change their destination on trip, UberPool upfront fares are rarely adjusted.

When requesting UberPool, riders are unable to change their destination as it would be inconvenient for the driver-partner and other riders on the trip.

Yes, they do. UberPool surge is linked to UberX surge. This means that if UberX prices surge, UberPool does too – by the same multiplier.

Good question, each individual completed trip is counted as 1 trip. For example, if two riders each book a Pool trip (for themselves or with a friend) and share part of the ride together, this will count as two trips towards the promotion.

Across Sydney and Melbourne, the majority of trips with UberPool have more than 1 pick up. The service fee for the first pickup on a trip with UberPool will normally be the lowest, with the service fees for any additional pickups changing based on things like the numberof riders that are picked up and how much of the trip has multiple riders. The same way it does for multiple matches – see this blog post for more info.

Yes, the service fee taken from your UberPool fare takes into account all detours taken along the UberPool route. Service fees are calculated for each trip segment so that the earnings for the entire journey are equivalent to that of a similar trip with UberX.

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Riders can request an UberPool trip for up to two riders. If the request is for one passenger, but two riders show up, you can adjust the request in-app – see the video at t.uber.com/anzpool for a video how-to.

If a rider tries to bring along additional riders and there’s no room for them as you already have riders in you car, the rider can cancel the trip and, if they would like, request another trip instead.

It’s up to you if you want to drop the last rider off at their exact destination. But remember, if you decide to drive further to the rider’s preferred location, the fare you receive is not likely to be adjusted to reflect the actual dropoff point. Riders know that with UberPool, they may need to walk a short distance at the beginning and/or end of their trip.

We know there’s work to be done to improve Uber maps, and we’re continuously working to make updates as needed.

If you do have an issue with with the routing on a trip, you can head to help > trip issues and adjustments > issues with Uber navigation. This is reviewed by our team regularly.

If your issue relates to the pickup or dropoff location of the Pool trip, you can head to help > trip issues and adjustments > report a bad UberPool pick up or drop off location.

Our team reviews these reports and may remove that pick up or drop off location which means riders cannot be directed to that spot.

If this happens, you can always get in touch with us via the ‘help’ section of the Driver app.

Keep in mind that if a rider provides a rating of less than 5, if it’s for a reason outside of your control, then your rating won’t be affected. For example: GPS route, traffic, trip price, Uber app issues. In addition, your rating may not be affected if it comes from a rider who consistently gives driver-partners low ratings.

We recommend you check the name of riders when they enter the car. If you take the wrong rider by mistake, you cannot change the destination in Pool, but you or the rider can cancel the trip.

Reporting bad pickup or dropoff spots can be done in the app. Just go to help > trip issues and adjustments > report a bad UberPool pickup or dropoff location.

A rider’s upfront price includes estimated tolls, surcharges and fees and the rider will be charged for these through the app. This means that after you pay any applicable tolls, you will receive the full amount of the toll directly from the riders on trip. If multiple riders are on trip and they go through the toll, it will be split between them.

Currently, we cannot vary the 2 min wait time based on the pickup location.

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It’s up to you whether you choose to wait more than 2 minutes. There are no wait time fees with trips on UberPool. This is mainly because there’s a short wait time of 2 minutes before a driver-partner can cancel and receive a cancellation fee.

If you’ve accidentally accepted a trip request, you can cancel it. To do this, first tap on the bottom right corner of the screen to bring up the Trip Planner. Then, select the 3 dots next to the rider’s name, and select ‘cancel trip’.

That depends on how long you wait before you cancelling. There is a short wait time of 2 minutes before a driver-partner can cancel and receive a cancellation fee. For more information, check out this blog post.

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After you’ve completed 20 trips, you’ll be eligible for trips with UberPool trips. Requests will come through whenever you’re online and in the Pool service area.

Have a look at the map at t.uber.com/anzpool

In the Driver app, you can see the kinds of trip requests you can receive in the settings menu. Here, you’ll see that UberX and UberPool trips are the same trip type, so if you toggle off UberPool, you’ll be toggling off UberX trip requests too.

It’s currently not possible to remove UberPool as a trip type in the app, but you can decline them by tapping ‘no thanks’.

Just tap the ‘stop new requests’ button or go offline.

We let riders know that they may need to walk a short distance to and from their pickups and/or dropoffs. They can see this in the app before they request a ride with UberPool, and we give them step-by-step instructions on where and when to walk to get picked up, as well as how to get to their final destination.

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