At Uber, we strive tirelessly to provide a great experience for our drivers and riders in cities around the world. Helping keep people safe is a huge responsibility, and one we do not take lightly. We understand that there will always be times when you would need to get in touch with a representative to report a co-passenger’s misbehaviour or a car break-down, while on-trip. Understanding this need, and acting upon feedback from our riders from across the country, we launched a 24×7 safety helpline in India today. This is in addition to the SOS Button, already available within the Safety Tool kit.
The new safety line will provide you with greater peace of mind by providing you 24×7 access to speak directly to a representative of Uber’s safety team should you have an urgent, non-emergency issue, during a trip. The number connects you with the Center of Excellence in India where trained representatives of the Incident Response Team are available to respond at all hours. When a rider calls our helpline, our primary goal is to make the resolution as quick and painless as possible.
It is critical to understand that the 24×7 safety helpline support is not a replacement for 100 but it is a helpful way for riders and drivers to get urgent support. In case of an emergency, Uber encourages riders to use the in-app SOS button or the national emergency line 100.
How this works: The safety helpline number is available under the safety toolkit banner hosted within the Uber app. To reach the safety tool kit, riders can tap the shield icon.
Step 1: Rider taps the shield icon to report a non-emergency safety incident, during a trip
Step 2: Rider taps the safety helpline icon, hosted within the safety tool kit
Step 3: Rider swipes to speak to an Uber representative
As we grow, with millions of trips taken every day across multiple cities, we wanted to streamline on-trip rider feedback to make resolution quick and efficient. After all, if you can get cabs at the push of a button, why shouldn’t you be able to get great customer support as well?