Products

Updates to cancellation fees and wait times

March 8, 2018 / United Kingdom

We recently made some changes to cancellation fees and wait times that will help us work better in the cities we operate in. Read on for full details and to see how this affects you.

What are we changing?

From 14 March, the amount of time you need to wait in order to receive your cancellation fee will increase depending on what product you are using. You can find a full list of these changes and how they apply to different products below.

  Auto-cancel wait time Cancellation fee Cancellation fee at airport Paid wait time
uberX 8 minutes £6 £10 From 2 minutes
uberXL 8 minutes £8 £10 From 2 minutes 
uberEXEC 8 minutes £8 £10 From 2 minutes 
uberLUX 8 minutes £12 £12 From 2 minutes 
UberPOOL* 3 minutes £6
ACCESS/ASSIST 15 minutes £6 £10  –

*If a rider cancels a POOL trip from the point of requesting, cancellation fee is £2.

For example, if you are driving on uberX and you arrive at your pick-up location and your rider does not arrive within 8 minutes, Uber London will cancel the booking automatically and you will receive a cancellation fee of £6 for trips on uberX.

This change means that in order to receive your cancellation fee, you need to wait a full amount of time listed above at the rider’s pickup location before Uber London automatically cancels the booking. If you don’t want to stay the amount of time you can change your mind at anytime as normal but you will not receive a cancellation fee. If a rider cancels the booking 2 minutes after requesting, you will still receive your cancellation fee.

If you have any questions about these changes, you can always contact us through the ‘Help’ section on your app or at your local Greenlight Hub.