As we’ve gotten bigger, many driver-partners have expressed concern that some of our support policies are stacked against them and seem to put riders’ interests above theirs. We’ve heard that more balance is needed when it comes to holding all who use Uber, including riders, accountable.
In response to that feedback, we’ve updated our Community Guidelines to explain for the first time how riders too can lose access to Uber. We’ve also begun to make updates to customer support policies that ensure drivers have a say on concerns and complaints that affect their bottom line, including:
- Rider Complaints: When looking into rider complaints related to poor driving, we’ll now take into account driver history. Going forward someone with 3 rider complaints, but just 100 trips under their belt, will be reviewed differently than a driver who has received 3 complaints, but completed 10,000 trips. Instead of a one-size-fits all policy, this policy will take the entirety of their time using Uber into account.
- Wrong Driver Reports: In addition to relying on rider feedback when suspending a driver—for example, a rider writes in saying that their driver didn’t look like the picture in the app—we will use technology like Real Time ID to validate that the driver is who they say they are and get them back on the road quickly. This will mean less unnecessary time off the road for drivers.
- Wrong Rider Pickups: There are times when riders report that someone took a trip on their account that wasn’t them. If a driver disputes this claim, we’ll use technology and input from drivers to determine and validate what actually took place.
- Fare Adjustments: We will now give drivers a say in fare adjustments. For example, there are times when riders accidentally cancel a trip while they’re still on the way to their destination. When this happened in the past, the driver was only paid out up to the point of cancellation. Going forward, if a driver disputes a fare adjustment, we will validate the claim and make sure they are appropriately compensated.
These are just a handful of feedback-driven changes we are making to our customer support policies, with many more to come in the weeks and months ahead. We have an entire team dedicated to reviewing all of our support policies on an ongoing basis to ensure they are fair for drivers and riders.
We know we have a long way to go. And moving forward, we’ll continue to act on the feedback we’ve received from drivers and riders to improve the experience for both.