Your guide to driving with UberPool

With UberPool, riders heading in the same direction can share a ride. Uber finds the best route to pick up multiple riders along an UberPool trip. This means more time driving and less time waiting for your next trip request.

Why is UberPool good for drivers?

Average earnings in London per trip across UberPool trips are currently higher than the average earnings if those trips had been with UberX*.

With UberPool, having more than one pickup means you can have multiple riders paying you at the same time.

Watch the video for tips on how to make each UberPool trip a success.

How UberPool works

Receive an UberPool request

UberPool lets riders going in the same direction share a ride for a lower price. They get a more affordable price if they’re happy to share their ride, perhaps walk to and from their pickup and dropoff, and wait while Uber finds them a suitable ride.

Pick up your first rider

UberPool trips appear at the bottom of your app. Once you’ve confirmed the trip request, the app will direct you to the rider as usual. When confirming pickup, you’ll see how many seats the rider has selected. UberPool may also ask your rider to walk a short distance to a pickup point for route-planning efficiency.

Receive an additional UberPool request

After picking up the first rider, you may receive a trip request from another rider going in a similar direction, which will be automatically confirmed. The suggested route in the app will automatically readjust to take you to the second rider’s pickup location. The rider has up to 2 minutes to arrive. If they arrive in time, you can continue the trip as usual. If they don’t arrive in time, Uber automatically cancels the trip segment, and you’ll receive a £4 cancellation fee (before Uber’s service fee).

Drop off riders

You should drop off riders in the order the app displays. The order of pickups and dropoffs is based on the route and where everyone is heading. It’s possible that your second rider will get dropped off before your first rider. Once you’ve dropped off all riders, you can assign a rating to each rider. Please note: the app automatically selects the dropoff order to create the most efficient route for the overall trip. Riders may need to walk a short distance from the dropoff location to their destination.

UberPool Safety Training

Helpful tips for Pool trips.

As part of our commitment to safety, and following discussions with TfL, we’ve launched a ride-sharing training programme for all partner drivers. This training will give you valuable skills for both UberPool and other types of trips, helping you to identify a difficult rider, deal with the situation correctly and then report them.

UberPool: Managing Potential Conflicts Between Co-Riders
UberPool: Managing Potential Conflicts With Your Riders

1/2

UberPool Safety Training FAQs

Why can't I go online?
Uber Pool Safety training is mandatory for all partner-drivers in London.

If you haven’t completed the training, your account may have a temporary restriction on it.

The training should only take 20 minutes and it's important to sign in with the email address associated with your account, so we know you’ve completed it.

You can access the training at t.uber.com/poolsafety.
I have completed the Uber Pool Safety Training. When can I go online?
If you completed the training by 3pm today you will be able to go online and confirm trips by the end of day.

However, if you completed the training after 3pm you should be online within 24 hours.
How do I access the quiz/training?
You can access the training at t.uber.com/poolsafety.

It should take around 20 minutes to complete, and you can take the training as many times as you like.

To ensure we know you’ve completed the training, please use the email address associated with your partner account to log in.
Why do I have to do the training?
We’ve launched this training programme following discussions with TfL, as part of our commitment to safety.

The training will explain how to identify a difficult rider, deal with situations correctly and report them - on UberPool and other trips.

The quiz is a requirement as you and your rider’s safety is important to us. Please ensure you complete it.
How to download certificate from Northpass
You can access the training at t.uber.com/poolsafety.

Please follow the steps below to access your certificate:
Log into https://uberpoolsafetytraining.northpass.com using the email address associated with your partner account.

After logging in, navigate to the email that contains the certificate

Click on the button within the email to download the certificate & ensure that you open the certificate in the browser (i.e. Chrome, IE, Firefox, etc.) that you just logged in on

Quick Heads Up: Please ensure that your certificate opens in the same browser that you used to perform the steps provided above. If the certificate does not open in the correct browser by default, you can right click on the button & select the Copy Link Address Option & paste it into the browser that you logged into by performing the steps above.
Anything else
Please contact Uber directly through the ‘Help’ section in your Uber Partner App.

UberPool earnings: how fares and service fees work

UberPool currently operates in a way that average earnings in London per trip across UberPool trips are currently higher than the average earnings if those trips had been with UberX. We’ll update this page if this situation changes*.

UberPool is structured to help keep your earnings as close as possible to an equivalent trip with UberX, so service fees could be just 10% for some trip segments.

The fare in almost all cases is based on the estimated time, distance, traffic, and surge pricing. If not, it will be based on the actual time and distance.

UberPool offers more affordable prices than UberX and exact fare estimates for riders, which UberX doesn't. This is to encourage more riders to take more trips. A rider promotion applied to a trip won’t affect your earnings.

With UberPool in London, having more than one pickup means you can have multiple riders paying you at the same time.

To learn more about fares and service fees, see the blog post here.

*From February 2019 (when the improved UberPool product was launched) to October 2019, average earnings per UberPool trip (including all segments in a trip) were higher than earnings that would have been generated if those trips were at UberX rates (using the actual time, distance, and surge multiplier of the overall UberPool trip and the applicable UberX standard service fee applied to those trips as a basis for calculation).

UberPool cancellations

A rider has up to 60 seconds to cancel once you confirm their trip request, if that rider is your next pickup and you’ve started travelling to the pickup point. If that rider cancels after 60 seconds, you’ll receive a cancellation fee of £3 (before Uber’s service fee).
Riders only have 2 minutes to meet you once you arrive and are waiting at the pickup point. Otherwise, the booking is ended and you’ll receive a cancellation fee of £4 (before Uber’s service fee).

Understanding the details

Viewing your UberPool earnings

You’ll see your total earnings in the waybill when you’re on-trip, in your pay statement, and in the Earnings section of the Driver app.

To see a more detailed breakdown of each individual UberPool trip, you can go to your Earnings section in the app.

Receiving tips

Just like any other ride option, UberPool riders are prompted with the option to tip once their trip has been completed. More riders on UberPool means more opportunities for tips.

How UberPool ratings work

UberPool riders are able to rate the trip once it has ended. When riders choose to leave a rating, they’re sharing how they felt about the overall trip experience you provided, on a scale of 1 to 5 stars.

Ratings protection for UberPool trips
We try to protect your rating from things you can’t control on UberPool trips. If the rider selects an option that’s out of your control, such as co-rider behaviour, issues with UberPool matches (such as having too many matches), traffic, GPS issues, app issues, and price when surge pricing is in effect, then it won’t count toward your overall rating.
Rider rating
Our rating system is a 2-way street. Instead of rating each rider as soon as they reach their destination, with UberPool you’ll be able to rate each rider (one by one) at the very end of the trip. It’s safer to rate all riders at the end of the trip after they have left your vehicle. If you assign a rating lower than 5 stars, you’ll be prompted to provide optional feedback. Uber uses this feedback to improve rider education.

You also have the option to report a rider who doesn’t stick to the UberPool guidelines, for example if a rider asks you to drop them off first, or not to pick up other riders. In the Driver app:

Go to Help

Select Trip Issues and Adjustments

Choose Issue with a rider

Select My rider used the Pool product inappropriately

Your complaint will be investigated, and the rider will receive a warning and education about using UberPool. If the rider receives multiple complaints, they may lose access to UberPool.

1/2

Frequently asked questions

How many riders are there per UberPool request?
Riders can request an UberPool trip for themselves, or opt to bring a friend. There is a limit of 2 riders per UberPool request.
What if the number of people at the pickup spot does not match the number of people in the request?
An UberPool trip can be ordered for a maximum of 2 riders per request. If a rider tries to bring along additional people and there’s no space for them due to other pickups, the rider can cancel the trip request and, if they like, request a new one.

If you’re only expecting one person but there’s an additional rider, you can adjust the request in the app. You can also do this if a rider has requested for 2 people and there is only one.
Do I have to use Uber’s navigation?
Although you’re free to use the navigation app of your choice, with UberPool we recommend you use Uber’s app navigation. It will automatically update the route with each rider who joins the trip and tell you exactly where to pick up and drop off each rider—making it easier for you to focus on the road.
What if my rider wants me to decline an additional passenger pick-up?
You can kindly remind the rider that they have opted to share their ride with other riders for a more affordable price. If they prefer to have a private ride or are running late, you can offer to end their trip early and suggest they request an UberX trip for a private and direct ride.

And remember, you can report a rider who doesn’t stick to the UberPool guidelines in the app:

Go to Help

Select Trip Issues and Adjustments

Choose Issue with a Rider

Select My rider used UberPool inappropriately

Your complaint will be investigated, and the rider will receive a warning and education about using UberPool. If the rider receives multiple complaints, they may lose access to UberPool.
What if my rider wants to change their destination?
All riders enter both their pickup and drop-off locations when requesting a trip and are unable to change these locations once their UberPool trip has been confirmed. This is because the app matches riders and drivers based on pickups and drop-offs, so changing the destination would impact other riders on the trip.

If a rider is asked to walk a short distance to their destination as part of their UberPool trip but they ask you to drop them right at their destination, you can kindly remind them that they opted to walk when they chose UberPool. If they insist, the rider can cancel the trip and request an UberX, or you can end the trip early.
What to do if the rider asks me to come to a different pickup location?
If the rider asks you to drive to a different pickup point, you can let them know that with UberPool the pickup spot cannot be changed, even though this may require a short walk. If they want to request a trip from a different location or don’t want to walk, they can cancel the trip and request a new ride with UberX.
What if a rider isn’t at the pick-up location?
Once you arrive at the pickup location, the app will start a 2-minute countdown. Consider waiting one minute before calling or messaging the rider. If they haven’t arrived yet after 2 minutes, the booking will be ended and you’ll receive a cancellation fee. You will see this in your weekly pay statement.
How can I see my per trip UberPool earnings?
You’ll see your total earnings in the waybill when you’re on-trip, in your pay statement, and in the Earnings section of the Driver app.

To see a more detailed breakdown of each individual UberPool trip, you can go to the Earnings section in the app.
Do UberPool fares include surge?
Yes, UberPool fares include surge pricing where applicable.
How are tolls, surcharges and fees calculated for an UberPool trip?
All tolls, surcharges, and fees incurred during trips will be added onto a rider’s fare. Riders will pay for their own tolls if they ride by themselves or split them equally with every rider who’s in the car at the time the toll is incurred.

For the London Congestion Charge zone fee, you’ll receive £1 per rider as a miscellaneous payment in your weekly pay statement.
I’ve heard of UberPool in other markets, is this the same thing?
UberPool is a shared rides product that exists in certain cities around the world and is usually a door-to-door service. The version of UberPool in London has a few additional features that seek to improve the driver’s experience of UberPool.

The biggest difference with this version of UberPool is that riders agree that they may have to walk a short distance at the beginning and end of their ride to help make the driver’s route as efficient and convenient as possible.
Can I turn the auto-accept feature off?
The auto-accept feature automatically adds additional UberPool riders to your UberPool trip. Adding additional riders to a trip currently means more opportunities for you to earn, and the app will notify you when a rider is added with a sound and banner on your screen.

If you’re on a trip and wish to stop receiving any kind of additional trip requests, you can tap Stop new requests and complete your dropoffs.

The information provided on this web page is intended for information purposes only and may not be applicable in your country, region or city. It is subject to change and may be updated without notice.