Today we are adding a new On-Trip Reporting feature and rider mask verification function to provide riders and driver-partners with peace of mind during their journey in Hong Kong.
The On-Trip Reporting feature allows for discreet and convenient options to report a non-emergency safety issue in real-time, instead of waiting until after the trip has ended.
While feedback has been a part of the Uber experience since the beginning, riders can be distracted when they arrive at their destination and forget to report an incident to us. Reporting something like harsh braking or inappropriate remarks may not be top of mind when they are greeted by friends, going right into a business meeting or coming home to family.
By creating an additional reporting channel that provides riders with a discreet, in-the-moment option to report non-emergency situations, we encourage riders to share feedback with us when it’s convenient for them, which helps us better pinpoint issues and improve safety solutions.
Here’s how it works:
Riders will see a “Report Safety Incident” option in their Safety Toolkit (accessed by tapping the blue shield icon). Once they tap this feature, they will be able to immediately report a non-emergency safety issue while still on the trip — in a discreet manner without notifying the driver during the trip. Our safety team agents will follow up after the trip and respond to you within hours.
Earlier this year, we built innovative technology designed to verify that driver-partners on Uber and delivery-partners on Uber Eats are wearing a mask. Before driving passengers or delivering food, they are asked to take a selfie showing their mouth and nose are covered. To date, more than 3.5 million drivers- and delivery-partners globally have completed more than 100 million mask verifications.
But accountability is a two-way street — that’s why we’re expanding the same technology to riders, too. If a driver-partner reports to us that a rider wasn’t wearing a mask, the rider will be required to take a selfie with their face covered before they’re able to take another trip with Uber. Riders and driver-partners are free to cancel a trip without penalty if the other person isn’t wearing a mask. With the addition of these features, we continue to pledge the use of innovative technology to make travel safer than ever — all the while offering a platform for Hong Kongers to navigate around the City and earn extra income flexibly.