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Every day, Uber facilitates more than 15 million trips around the world. In Hong Kong alone, we’ve covered more than 300 million kilometers in the city in the last five years. We are not only committed to offering a reliable, convenient and affordable mobility platform, it is our number one priority to do everything we can to make sure trips are safe and respectful for riders and driver-partners alike.

With Uber, no trip is anonymous – every trip is tracked with GPS. All driver-partners undergo basic driving and background check before they can drive on the App. All trips are insured and we have a 24/7 support team on hand to help when and if needed. 

But we’re always looking to do more. That’s why we’re constantly building and improving on how we approach safety. So whether you’re a first time Uber user, or someone who has taken hundreds of rides, here’s a guide to what’s already available in your Uber App in Hong Kong, and what’s next in the pipeline. 

Share Your Trip

With the Uber App, riders and driver-partners have the ability to share details of each trip in real time with family and friends, including their route and estimated arrival time. You can set up the Share Trip Status feature to automatically prompt you to share your trip details whenever you ride with Uber, or if you’re out and about until late in the evening. And if you want to share your trip details with family and friends who don’t have the Uber App themselves, you can do that too. 

Finding the right ride

Every time you take a trip with Uber, you can check that you’re getting into the right car with the right driver-partner by matching the license plate, car make and model, and driver photo with what’s provided in your App. Riders now also receive Check Your Ride notifications as their ride approaches prompting them to check these details.

We’re also making it easier with the newly launched “Spotlight” feature in Hong Kong. With this feature, you may select the “Spotlight” feature at the bottom right corner of your App, this is when you phone lights up with a colourful ‘Spotlight’ as the driver-partner approaches. This way, the driver-partner can easily identify the rider by looking out for the corresponding colour in the App so they know they have the right rider.

For additional assurance, if the App notices that your driver-partner is trying to start a trip but you are found to be a certain distance away from each other, the driver-partner will be prompted to enter a four-digit pin which would have been sent to you before they can start a trip. We’re also developing new technology that uses ultrasound waves to automatically verify you’re in the right car, with no PIN requirement. 

Improved safety selfies

In 2016, we announced Real-Time ID Check, which helps ensure that the driver-partner behind the wheel matches the account in our system. We started with basic selfies, and in 2019 we enhanced this technology further, introduced fraud detection technology and added real-time human review. 

Soon we’ll go a step further, where a driver will have to perform a random series of basic movements—blinking, smiling and/or turning their head—to add another layer of security.

Privacy and staying safe online

The App makes phone numbers anonymous, so your personal information stays private. We are also working on ways to further protect riders’ information. 

We also help users stay safe online with our two factor authentication feature available to both riders and drivers using the Uber App. This helps prevent someone else from logging into your account even if they have your password. 

Insurance on every trip

Uber purchases an insurance policy that provides the compulsory coverage required under the Hong Kong Motor Vehicles Insurance (Third Party Risks) Ordinance.  When a ride is taken in a taxi via Uber Flash, the taxi’s commercial motor insurance policy would apply.

Help when you need it

Our 24/7 Customer Support team are ready to help when you need it. Simply tap ‘Help’ in the App or visit help.uber.com.

Building and improving the Uber community together

Treating everyone with respect and looking out for one another is key in our community, as highlighted in our Community Guidelines. After each trip, you’ll also be asked in the App to rate your trip. Your feedback is extremely valuable and helps keep the Uber community safe, respectful, and enjoyable for everyone.