Over the last 12 months we’ve spent a lot of time listening to what the hundreds of drivers in Brussels care about and what’s on top of their mind when using the Uber app. With the rapid uptake of the Uber app we’ve seen in Brussels since 2013, it’s something we’ve made a priority to work on improving.

The feedback we got was monumental and drivers have been very clear on the type of changes that could improve their experience in using the Uber app. Based on those discussions, over the next months we will be rolling out products that can address keys areas.

To start, we will be launching a number of products which drivers have asked for:

A new support center

Catering to the need of drivers hasn’t always been easy. In Brussels, we have in the past worked in a small office spaces which had little welcoming space to offer or were hard to find. We have since moved into a new office space with a large support center to better respond to their concerns and questions.

Rating protection

We know how frustrating it can be for drivers if they receive a low rating for something out of their control, such as an issue with the app. We will now remove these from a driver’s overall rating. This means the rating is a more accurate reflection of the service a driver has provided.

Shorter cancellation notice

Currently if a rider cancels a trip within five minutes of being allocated a car they do not pay a cancellation fee. Following feedback we feel this is too long as drivers are well on their way to the pick-up point and have already invested time and fuel. That’s why we’re reducing the rider cancellation time to 2 minutes, after which the rider will pay the cancellation fee

Paid waiting time

Drivers’ time is valuable and every minute spent waiting for a rider means less time driving and making money. Now, drivers will earn a per minute fee while they wait for their rider. This paid wait time starts 2 minutes after the driver arrives, and accumulates until the trip starts.

Long trip notification

Now drivers will get a heads-up when a trip is estimated to be 45 minutes or longer, so they have the info they need to choose the trips that work for them.

Arrival time

Drivers can now set an arrival time for each driver destination. They can get where they need to be when they need to be there, whether it’s to pick up children at school or have dinner at home.

But this is only the start. Over the next months we will aim to launch even more products which can improve the driving experience. We’re committed to change, and drivers should hold us accountable.

We will continue to listen to both drivers and riders on further improvements we can make. More changes are on the way – watch this space.