Keeping you informed: UberPool cancellations

With more riders in the mix, cancellations with UberPool work a little differently than they do with UberX. Read on to see how we can save you time and keep you moving.

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Cancellation windows are smaller for UberPool than for UberX to avoid inconveniencing other riders on the trip, and make the journey smoother for everyone.

A rider has up to 60 seconds to cancel once the trip request is confirmed, if that rider is your next pickup and you’ve started travelling to the pickup point. If that rider cancels after 60 seconds, you will receive a cancellation fee of £3 (before Uber’s service fee). Other riders who are waiting for pickup in upcoming trip segments whilst you make the preceding pickup may cancel at any point without a fee.

Once you arrive and are waiting at the pickup point, the app will begin a 2 minute countdown. UberPool riders have these 2 minutes to meet you. If this time expires and the rider hasn’t arrived to meet you, Uber will cancel the rider’s booking and you will be paid a £4 cancellation fee (before Uber’s service fee). You can then continue on to the next pickup if there is one.

This differs from UberX where riders have 8 minutes to meet their driver.

If, for some reason, a rider cancels a trip when they are already in the car, you will almost always receive the same upfront fare that was originally accepted. To read more about fares and service fees see the link here.

You’ll be happy to learn that we are educating riders to better understand how UberPool works. From people ordering a ride when they know they can make the pickup, to reminding riders they only have 2 minutes to meet their driver. When riders cancel or show up late, we’re also communicating why they’ve been charged a cancellation fee, and how those fees work.