Ride Like A Pro – Your Uber Lagos Questions Answered

What cars does Uber have on the system in Lagos?

Uber gets you a reliable ride in a matter of minutes. We partner with existing transport providers who sign on a range of vehicles. UberBLACK cars in Lagos include Mercedes C/E/ML/GL, Toyota Prado, Kia Sorento. On uberX you can expect similar cars to the Kia Cerato, Toyota Camry, Toyota Corolla and Honda Accord.

All partners on the Uber Platform are licensed transport providers, and start driving only after going through a stringent quality process. We are always looking for great feedback that helps us keep Uber reliable in Lagos and so welcome comments after trips or email feedback to support.lagos@uber.com

Why do I have to rate after every ride?

Uber is committed to providing exceptional and elegant experiences for both the riders and drivers. One way that we ensure this is based on the 5-star rating process after every trip. We set high rating thresholds for drivers to achieve in order to continuously be able to log onto the Uber platform. If their ratings dip below the thresholds set, this could result in a temporary suspension from the platform and a compulsory retraining session. This is why it is REALLY important that you remember to rate your driver and do so accurately.

Please do not rate a driver poorly because of a fare  that is out of his/her control (that is nothing to do with the route taken). Simply give him/her a service rating and then feel free to send us feedback about the fare.

A few examples on how to rate a driver:

★★★★★ – A great trip! Overall it was a seamless experience.

★★★★ – A good trip! It was almost seamless experience but could have been better.

★★★ – An average trip. Overall experience was not a good experience.

★★ – A bad trip. Overall experience was really bad.

★ – A terrible trip. Everything was wrong with this trip. If you could you would get this driver off the road.

What if I change my mind after i request a driver?

No problem! Sometimes these things happen so you have 5 minutes after you request to cancel free of charge! if beyond 5 minutes, Uber charges a cancellation fee of N1,000. However, if the app expects your driver’s ETA (Estimated Time of Arrival) to be more than 5 minutes late (based on the current ETA), you may cancel without a charge.

Also, please understand that when riders cancel frequently, drivers feel burned and are less likely to accept pickups. This leads to drivers rejecting longer pickups or calling clients to make sure that they want a pickup. All of this being unlike the essence of Uber’s convenience.

What is the wait policy?

Uber itself does not provide transportation services and is not a transportation provider. We do not own cars, nor do we employ drivers and remain a technology company that connects riders with drivers at the touch of a button. We strive to partner with the best available, local and licensed drivers who reflect Uber’s values of professionalism and courtesy.

The drivers that come on to the Uber system are trying to maximise their profits while on the Uber system and want to be driving their cars so they can maximise their earnings. Making them wait for long periods makes the service less beneficial for them.

Our average ETA in Lagos is roughly 8 minutes, so if you feel you will take longer, we recommend booking another ride instead. This makes the whole system much more reliable for riders and drivers alike.

What is Surge Pricing?

Our goal is to be the most reliable ride on the road and sometimes we see such high demand that the number of available cars gets tight. During this time, surge pricing will automatically go into effect to encourage more drivers to get out on the road. As demand goes down and more cars free up, the rates will go back to normal.

Don’t worry, we communicate this to you before a surged ride! We know, surprises aren’t for everyone. We’ll always notify you in BIG and BOLD print if surge pricing is in effect and ask you to manually type in the higher multiple before you can request a ride. Enter your drop off location and tap “Fare Estimate” to get an estimate of the cost of your ride.

What happens if i leave an item in the car?

It happens to the best of us; after you get out of your Uber, you realise you forgot something in the backseat. Whether it be your lunch or your phone, your engagement ring or a shoe (yes, the Uber team have seen it all!), with Uber you can easily recover lost items.

Check the bottom of your receipt email for the “Click here if you lost something on this trip” link or visit riders.uber.com for your driver’s contact info. You can reach out directly to recover your lost item.

Do check out our Rider Support page for answers to other common questions. As always, feel free to reach out via email (support.lagos@uber.com) or on Twitter (@Uber_Lagos) if you have any more questions, concerns or if you had less than an Uber experience. Your feedback helps us improve the system and service for drivers and riders.

Happy Riding!

Team Uber Lagos