Thanks to your feedback, we've made enhancements to improve customer support and offer a better overall Uber experience for you
Revamped support policies
$10 Lost & found policy
On average, driver-partners in Singapore return around 28,000 lost items a year. That’s a lot of time spent on the road and not earning. Starting today, driver-partners will now receive $10 for every item they return directly to their rider.
Reimbursement for cleaning fee
We are introducing a more lenient cleaning fee policy after receiving feedback from driver-partners that our policies were too restrictive and unreasonable. The new policy entirely eliminates the need for receipts and we will reimburse up to $75 for uberX and $150 for UberEXEC as long as photo evidence is provided
More flexible cancellation policy
We are offering more flexibility to the revamped Cancellation Fee policy. Driver-partners will receive the cancellation fee as long as they arrive within the 5 minutes threshold or when it is out of their control. For example, if there’s more than 4 passengers or if a rider with a child accidentally requests uberX instead of Uber Car Seat, driver-partners are eligible to receive the cancellation amount.
Reimbursement for parking fee
There are occasions where driver-partners would cover parking fees on their own if they enter a parking lot with no grace period to pick up a rider. By introducing our Parking Fee policy, driver-partners are now able to get their parking fees of up to $3 reimbursed.
We understand that getting timely support largely affects their driving experience with Uber. Loyal driver-partners will now have priority support across all channels including our in-app help, phone support and UberHUB. Driver-partners who meet certain criteria (lifetime trip count and weekly trip count) will be eligible for this.
Drive anytime of the day and be confident that phone support is available 24/7 for any of your needs. We have ramped up our phone support with more trained agents to resolve questions more efficiently and effectively.
Weekend UberHUB Support
If you need to visit the UberHUB, full operating hours in-person New Partner Support has also been extended to Saturdays, from 10am to 6pm, to cater to new driver-partners who are unable to visit during weekdays or prefer face to face interaction with our support team. For Existing Partner Support, UberHUB will be opened on Saturdays from 10am to 2pm.