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Introducing Uber Pool

November 16, 2021 / Australia


Uber Pool in your city

What is Uber Pool?

Uber Pool allows riders heading in a similar direction to share a ride if the app finds them a match.

Can I opt-out of Uber Pool?

Driver-partners cannot opt out of receiving Uber Pool trip requests while they are receiving UberX requests. However, when you receive a request, the offer card will let you know it’s a “Pool” trip, and you can choose to decline it as usual.

What are the operating times and areas for Uber Pool?

There are no time or service area restrictions for Uber Pool.

Why Uber Pool?

Affordable shared rides can mean more riders using the app, which can lead to more trips, less downtime, and more overall earnings for you.

How does Uber Pool work?

  1. Accepting an Uber Pool trip request works the same as accepting an UberX trip request.
  2. When you accept an Uber Pool trip request, the Driver app looks for efficient routes you may choose to pick up more riders along the way.
  3. You’ll be notified when more riders request to be added to your trip and Uber Navigation will automatically update.
  4. Head to your next rider’s location and complete the journey by dropping off passengers.

What’s new about Uber Pool?

Here’s how your feedback has helped us to improve shared rides:

  1. Smoother pickups: riders no longer have to walk to their pickup location (which they did in Sydney, Melbourne and Perth), making it even easier to complete the trip.
  2. More information upfront about your trip: when additional riders request to be added to an Uber Pool trip, the Driver app displays the incremental time, distance and earnings and offers the opportunity for you to decline the match.
  3. Earnings to match UberX: you can be certain you’ll earn at least the same as a comparable UberX trip of similar time or distance. See more details in the “Fares with Uber Pool” section below.

Fares with Uber Pool

How do earnings with Uber Pool compare to UberX?

Fares are structured so that how much you earn on an Uber Pool trip – from picking up your first rider to dropping off your last – will be at least the same as what you’d earn on an UberX trip of similar time and distance, even if the app doesn’t find your first rider a match.

How are fares calculated for trips that find a match?

Each rider that you pick up on an Uber Pool trip will pay you an upfront fare and each upfront fare will have its own service fee that you pay to Uber. If the trip is matched, the rider is charged a lower upfront fare. The service fee varies as more riders (i.e. more upfront fares) request to be added to your trip, so your earnings will be at least the same as a comparable UberX trip of similar time and distance.

You will also be able to see the applicable Uber service fee in your waybill, found in the Trip Planner section of your Driver app.

If I take a different route for my Uber Pool trip than the one suggested by the Driver app, is the fare or service fee adjusted?

Uber Pool upfront fares are rarely adjusted for different routes. This is because riders cannot change their pickup or dropoff locations after requesting to be added to an Uber Pool trip.

Does surge impact Uber Pool trips?

Yes, it does. Uber Pool surge is linked to UberX surge. This means that if UberX prices surge, Uber Pool does too – by the same amount.


Safety

Is Uber Pool safe?

The same safety features and support that are available on all Uber trips are available on Uber Pool – from 24/7 support to the in-app Safety Toolkit. 

Respect is the foundation of the Uber community and if a rider behaves poorly or breaches the Community Guidelines, we encourage driver-partners to let us know in the Help section of their Driver app.

Your safety drives us

The safety and well‑being of everyone who uses the Uber app is always a priority. We are actively monitoring the COVID‑19 situation and are taking steps to help keep our communities safer.

  • Pre-Trip checklists: Before requesting a ride or going online to drive, both riders and driver-partners must confirm that they’ve taken specific safety steps, such as washing their hands or sanitising their vehicle.
  • Cancel if you have a safety concern: If you have a safety concern, you can cancel the trip without it impacting your cancellation rate and Pro status. As a reminder, it is always against Uber’s Community Guidelines to discriminate against anyone based on an unlawful reason, including their race, national origin or if they are travelling with an assistance animal. 
  • Supporting public health authorities: We have a team available 24/7 to support public health authorities in their response to the pandemic, including assisting contact tracers.

Uber Pool pickups and dropoffs

Can riders change their destination after requesting Uber Pool?

Riders cannot change their pickup or dropoff locations after requesting Uber Pool. We will have email communications to let riders know this.

How many riders are allowed on an Uber Pool trip?

Riders can only request an Uber Pool trip if they are travelling alone. If a rider tries to bring along additional riders, you may cancel the trip and kindly suggest they request UberX instead.

What if my rider is not at the pickup location?

Riders are notified when you arrive at the pickup location and will have two minutes to meet you. If your rider hasn’t arrived after two minutes, you can cancel the trip – just select ‘Rider no show’. You will receive a cancellation fee from the rider, which you will see in your weekly pay statement.

You can always consider calling the rider after waiting a minute or so to check-in.

What do I do if a rider cancels?

If a rider is added to your trip but then cancels, your current Uber Pool trip can still continue. Keep following in-app navigation to your next pickup or dropoff location.

How do ratings work for Uber Pool?

At the end of an Uber Pool trip, you rate each of your riders separately. The rating screen will appear in the app once you’ve dropped off all your riders.

Similarly, each rider has the option to provide a rating after they complete their Uber Pool trip. When a rider gives a rating lower than 5, they are shown a list of possible reasons. If the rider selects an option that is outside of your control, such as “Route by Uber”, it won’t count towards your overall rating.

Do I have to use Uber Navigation?

You may use your preferred navigation app but Uber Navigation is recommended for Uber Pool trips. This is for two key reasons:

  • Notifications: If you’re in a third party navigation app, some notifications do not come through, like when a new rider is added to the trip or if one of the riders cancels.
  • Routing: Uber Navigation will automatically update and re-route you as needed, like when a new rider is added to the trip. If you’re in a third party navigation app, the route may not update automatically.

How are tolls calculated in an Uber Pool trip?

All tolls will be added onto a rider’s fare. Riders will pay for their own tolls if they ride by themselves, or split them equally with every rider who is in the car at the time the toll is incurred.


Rider expectations

How are you educating riders about Uber Pool?

We have several marketing campaigns planned for the Uber Pool launch to increase rider awareness and understanding.

What if my rider wants me to decline an additional passenger pickup?

You can kindly remind the rider that they have opted to share their ride with other riders when requesting Uber Pool. If they prefer a private ride or are running late, you can offer to end their trip early and suggest they request UberX instead.

What if my rider requests Uber Pool by mistake?

If your rider mistakenly requests Uber Pool, kindly ask that they cancel their trip and request UberX instead.