Uber launched Upfront Fare in Ireland in March 2023 (for non-taxi products). Upfront Fare is an estimated fare that provides clearer, simpler and more transparent fares to riders. It is a fare system used in most cities globally.
How it works:
Upfront fares are based on the best available route between the rider’s pickup and dropoff points. These are the routes you are used to seeing through Uber’s navigation system.
Upfront Fares are dynamic, which means the fare is worked out in real time to help balance supply and demand, grow trips and provide better earning opportunities. This helps to give the best fare for both riders and drivers.
When calculating the expected duration and distance of a trip, fare accuracy is managed by accounting for the anticipated traffic patterns and any known road closures. Estimated tolls, surcharges and fees are included in the rider’s upfront fare at the time of making a trip request.
Clearer, simpler, more transparent
We heard from you that you want clearer, simpler and more transparent fares. Upfront Fares means riders will be shown an upfront amount before confirming the trip. This amount will be honoured except in specific cases where there is a significant deviation from the expected trip or other factors outside of Uber’s control, as set out below.
Situations where Upfront Fares may not apply:
In the majority of cases, the estimated fare is the fare you will receive for the trip, but sometimes the actual fare that you receive for a ride will be higher or lower than the estimated fare due to circumstances outside Uber’s control, for example where there are unexpected delays or diversions on the trip, or if the rider cancels the trip or requests to change the drop off location.
If the rider updates their trip with new details, such as a new stop or a new destination, a new ‘mid-trip fare’ will be displayed to the rider. The rider will have to confirm agreement to this new fare in order to update the trip. The driver will receive an in-app notification letting them know that the trip has been updated. The updated fare for both riders and drivers may be more or less than the original upfront amount shown.
There are four situations in which the fare can change:
1. If the rider updates their trip details (adding, removing or changing stops, or changing the destination) they will have to confirm a new mid-trip fare.
2. If the final destination or actual pickup point is far away from the expected destination or pick up point in a straight line (not distance travelled), the final trip fare will be based on actual time and distance – this can result in the actual trip fare being higher or lower than the estimated fare.
3. If a detour is taken and the trip is both further and slower than estimated, the final trip fare will be based on actual time and distance – this will result in the actual trip fare being higher than the estimated fare:
4. In more serious situations, such as alleged fraud or charges for rides that did not take place
If riders want to change their trip, they should update the destination or number of stops in-app.
The trip total can also vary due to factors like wait time, tolls and surcharges, see the FAQs below.
FAQ
- How is this upfront fare calculated?
Upfront fares are based on the best available route between the rider’s pickup and dropoff points. The upfront fare takes into account the expected duration and distance of the trip, accounting for anticipated traffic patterns and known road closures, as well as dynamic fares when demand is high.
Estimated tolls and surcharges are included in the upfront fare shown to riders at the time of making a trip request but the final fare reflects actual tolls incurred (if there are any).
- How do tolls and surcharges work?
Estimated tolls, surcharges and fees are included in the rider’s upfront fare at the time of making a trip request. However, there may be instances where the upfront amount does not predict a toll or fee, but the driver incurs one. In such cases, the actual toll is automatically included in the final trip fare. Similarly, the upfront amount could include a toll which isn’t incurred. In this case the toll is not included in the final fare. Paid waiting time is not included in the upfront fare.
- How is the trip fare calculated when Upfront Fares does not apply?
We know that there will be some trips that end up being significantly different than expected. In these cases, the upfront fare will not apply and the fare will be calculated on actual time and distance travelled. The situations when Upfront Fares will not apply can be found above.
The rates used to calculate the final fare when the upfront fare doesn’t apply will be the standard rates (base, time, distance and minimum fare) in the respective city where the trip took place. If the trip was subject to surge, the original multiplier will apply to the final trip.
- How often is Upfront Fares expected to not apply?
The aim of Upfront fares is to give riders and drivers clear and transparent fares. As such, the upfront fare will be honoured for the vast majority of trips. Only when the rider updates the trip details triggering a new mid-trip fare, or when there is a significant deviation from the expected trip will a new fare be displayed. We will carefully monitor this balance and may adjust the thresholds for reverting to time and distance periodically.
- As a driver, what can I do to help keep the fare accurate?
If a rider wants to change their trip, they should ensure this is updated using the in-app functionality. You should remind your rider to update their destination and number of stops in their app during the trip to help ensure this is reflected in the trip fare.
When deciding your route for a journey, and agreeing this with your rider, you may wish to bear in mind the limited circumstances that the upfront fare will not apply. For example, if there is an alternative route which is longer but potentially faster, please remember that the upfront fare will apply unless the actual journey is significantly further and slower than expected. If a journey is completed faster than expected, the upfront fare will apply and you will be available to take a new trip sooner.
- What happens if there’s unexpected traffic or road closures?
Upfront Fares takes into account real time traffic and road closures at the time the trip is requested. However, we know there might be certain situations when you encounter significant unexpected traffic.
If the trip is significantly slower than initially estimated, the Upfront Fares will not apply and the fare will revert back to actual time and distance travelled.
- What happens if a rider makes unplanned stops?
In a situation like this, riders should manually update the number of stops in-app. In case the stops are not manually updated and the unplanned stops result in the trip being significantly different (see the thresholds explained above), the fare will be calculated based on actual time and distance.
- As a driver, what happens if my rider refuses to update the destination or if they want to add an extra stop without updating the app?
We understand it might be frustrating if your rider does not update their destination or stops in-app. If this results in a trip being significantly different to the expected trip, the upfront fare will not apply and the fare will be calculated on actual time and distance travelled. You can also update the destination in the driver app if it is safe to do so.
- Why are these protections in place?
We believe that showing an upfront fare at the time of request provides clarity and transparency for riders, which means we expect to see more demand for trips through the Uber app overall.
However, there will be a small proportion of trips which end up being significantly different than expected. We know this happens from time to time. In these cases, the upfront fare will not apply and the actual fare will be calculated on actual time and distance travelled.
- How do wait time fees work with Upfront Fares?
For Uber Black, you have 4 minutes once the driver arrives before you’ll be charged waiting time. The wait time fee is not included in the upfront fare as it depends on the actual time the driver had to wait. To minimise waiting time fees, we’d recommend to only request when you’re near the pickup and ready to meet your driver.
You can find the exact wait time fees that will apply to your request by clicking the (i) icon next to the fare before requesting.
- As a rider, how can I add or delete stops or update destinations?
To avoid surprises in your fare, we highly recommend that if you change your mind mid-trip, you update destinations or add/remove additional stops within the app during your trip. To do so, please follow the steps below:
- Open your Uber app – you should see the details for the current trip.
- Swipe up on the screen.
- Click on ‘Add or change’ next to your destination.
- Update the destination by entering the address. You can select the ‘+’ symbol to add multiple stops.
- You will be shown the new estimate and the trip will update once you consent to the updated fare.
- As a rider, why was I charged a higher fare for the same journey I completed in the past?
Upfront fares are dynamic. This means that the fare shown today may be different from the fare shown another day for a similar trip. The upfront fare is based on the pick-up and drop-off locations entered while requesting the trip. It is calculated using the expected time and distance of the trip, the expected local traffic and dynamic fare adjustments.
- What is mid-trip fare?
If the rider updates their app with new details, such as a new stop or a new destination, a new ‘mid-trip fare’ will be displayed. The rider will have to confirm this new fare in order to update the trip. This gives riders clarity of the fare and ensures drivers are fairly covered for additional distance travelled and time spent.
If the rider does not want to confirm the new fare, they can choose to either complete the trip with the original details or end the trip early. When a new mid-trip fare is displayed en route to the destination, the driver will see a notification confirming that the trip has been updated and showing the new fare.
Posted by Uber
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