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The New Normal Starts with Your Safety

May 13, 2020 / Canada

The COVID-19 crisis has changed the world and our way of life. Throughout all the challenges, you’ve been incredibly resilient: getting essential workers to their jobs and delivering food to those who need it. We cannot thank you enough for everything you’ve done and continue to do for your community. 

As cities begin to reopen and we navigate this new normal together, we remain committed to helping you be safe while you drive and deliver. So beginning May 18th, we are rolling out new safety features and policies for riders, drivers, and delivery people. 

First and foremost, everyone on our platform will be required to wear masks or face covers when using Uber. Whether you are a rider, driver or delivery person—everyone must share in the responsibility of helping stop the spread of COVID-19. 

This will be a requirement in many countries including the US, Canada, Mexico, India, France, and most countries throughout Europe, the Middle East, and Africa where we operate, following the guidance of global health experts. 

Changing how we all move together has never been more necessary to help protect you and our community.

Policies and features to fight the spread of COVID-19

Face Cover Guidelines:
Everyone riding, driving, and delivering on Uber’s platform must wear a face cover or mask. We are not requiring surgical masks or N95 respirators, which are in short supply and should be conserved for healthcare workers. When wearing a face cover or mask, make sure it covers your face from the bridge of your nose down to your chin. Face covers can be made of cloth, should cover the mouth and nose, and be secured to your face. You can click here to watch a video on how to properly wear a face cover or mask or click here to learn how to make your own. For additional guidance, you can check with your local health authority’s site.

We are also distributing ear loop face masks to drivers and delivery people—we are reaching out to let you know how and when to request them as supplies become available.

Accountability for Everyone: 
If you ever feel unsafe or if a rider is not wearing a face cover or mask, you can cancel the trip and report it to Uber’s support team by selecting “No face cover or mask” as your cancellation reason. Cancellations for these reasons will not count towards your cancellation rate and won’t be a factor in determining your eligibility for Uber Pro. 

As a reminder, rejecting requests for discriminatory reasons violates Uber’s Community Guidelines. You can review our Community Guidelines here.

Checklist & Face Cover Verification:
Before you can go online to drive or deliver, you will be asked to confirm, via a new Go Online Checklist, that you’ve taken certain preventive measures. The Go Online Checklist includes steps such as having on a face cover or mask, that you have sanitized your vehicle or food delivery equipment, and that you will not allow anyone to ride in your front seat. 

Riders too will be asked to confirm they have taken certain precautions like wearing a face cover or mask and washing or sanitizing their hands before they can ride. They must also agree to sit in the back seat and open windows for ventilation.

In addition to the Go Online Checklist, prior to going online and accepting trips or deliveries, you will be asked to verify you are wearing a mask by taking a selfie wearing it. While you are enroute to the pick up location, your rider will receive an in-app message confirming you completed the verification of wearing a mask.

Supplies for Drivers and Delivery People:
We are continuing to source masks and sanitation materials, and will prioritize distribution to drivers and delivery people in the hardest hit areas. 

So far, we have allocated $50 million to purchase supplies like masks, gloves, hand sanitizer, and disinfectant sprays and wipes. As of this week, we have secured more than 23 million masks for drivers and delivery people around the world. Many of these items were shipped directly to drivers’ homes.

Tips for Safer Driving and Delivering: 
We are working with the World Health Organization (WHO) to create a customized series of safety tips for rideshare and delivery services to provide health & safety guidance designed for you.  

Thank you for taking these steps to help keep your community safe. While we don’t know how long this new normal will last, we are moving forward with caution and your safety in mind.  

Watch Uber’s Safety event where Sachin Kansal, Head of Driver and Safety Product, demonstrates the new safety features and in-app experience.