Pre, During and Post Trip Safety Standard

December 7, 2020 / South Africa

You deserve to be able to move safely no matter what is happening in the world. Which is why we’re focused on your safety before, during and after every ride.

We’d also like to remind you of the latest COVID-19 related safety features available that will help protect everyone, every time they use Uber.

Pre Trip

Request your ride inside – Minimize the time that you’re standing outside by yourself with your phone in your hand. Instead, wait inside until the app shows that your driver has arrived.

Check your ride  –  Make sure you’re getting into the right car with the right driver by matching the license plate, driver photo and car make and model with what’s provided in the app. Good news! All Uber drivers and their vehicles are pre-screened, to help maintain the safety of riders. 

Additional verification – You have the option of receiving a  four-digit PIN code to provide to your driver before starting the trip to ensure you are getting into the right car and driver-partners are picking up the correct rider. 

Check list ready – Working with the World Health Organization and the latest public health advice, we have compiled safety tips and recommendations specifically geared toward ridesharing and food delivery. This information and other tips is available in our interactive safety checklist that riders and drivers must acknowledge before going online.

Vehicle sanitisation – Drivers are required to clean their vehicles before or after every trip with a surface cleaner. We are providing drivers with hygiene supplies that include Lifebuoy hand sanitiser and Handy Andy hygiene wipes.

Selfies to enhance safety – Our feature Real-Time ID Check is designed to check that the right driver is behind the wheel as it prompts drivers periodically to take a selfie prior to accepting rides and compares it to the driver’s profile photo. 

No mask no entry –  All Uber riders and drivers will be required to wear a mask or face covering when taking a trip. And remember to follow the in-app safety checklist which will remind you to sanitise and to sit in the back.

No penalty cancelation – Drivers can cancel a ride without a penalty if a rider isn’t wearing a mask or face covering. Riders can do the same.

On Trip

Personal belongings – Riders to handle their own personal belongings such as luggage, shopping or a car seat. 

Partitions and sanitisation – Vehicle partitions will be fitted in vehicles – this will be rolled to participating drivers over the next few weeks. Lifebuoy hand sanitiser will be made available for you to use to sanitise your hands.

Share your trip – Make sure your friends and family always know where you are with the Share Your Trip function. You can also select up to 5 Trusted Contacts who will immediately receive your trip data whenever you use the Send Status function.

Safety Toolkit  – Trust your instincts and use your best judgment when requesting a ride with Uber. If you ever feel that you’re in an urgent situation, you can use the emergency button located in your app. For additional peace of mind, we have introduced RideCheck which detects anomalies, like an unexpected long stop, and proactively surfaces tools riders and drivers may need to get help.

Payment – Riders are encouraged to switch to Uber Cash, a new digital payment option for safer travel. Top up your balance in advance to plan ahead for future trips while managing your spend. Plus, your funds will never expire.

Post Trip

24/7 customer support – Remember to give feedback after every trip which is monitored by our 24/7 response teams. If you need to reach out, our in-app customer support and phone line is also available 24/7.  We have also  added new options for feedback in the Uber app, including if a rider or driver is not wearing a mask. Anyone who is repeatedly flagged for violating our new safety policies risks losing access to the Uber app. Uber’s two-way feedback system has long helped ensure both riders and drivers uphold certain standards by requiring feedback on issues like vehicle quality, navigation, and speeding, and we encourage all users to make use of this service for any issues.