Distracted Driving or On Phone

At Uber, we’re committed to supporting our partners by providing them the feedback needed to improve their star ratings. In recent driver surveys, rider feedback was the #1 item drivers requested from us, and we listened! In the past week, we received the below feedback from your riders.

Distracted Driving or On Phone

What does Distracted Driving or On Phone mean?

A rider wrote to us stating that you were on the phone during a trip. We realize that you will sometimes receive important calls, but please refrain from using your phone during trips. Riders expect 5 star service during their trips and want to be driven safely to their destination.

How can I improve?

The best way to avoid the ‘Distracted Driving or On Phone’ complaint is to avoid making and receiving calls while a rider is in the vehicle. Should your phone ring and you MUST answer, please inform the caller that you are on a trip you will call them back once your trip is over.

What’s next?

To refresh your knowledge on Uber’s best practices, check out this refresher video:


If we continue to receive negative feedback from riders that impacts your rating, your account will be reviewed and may be deactivated.

Note: we expect some negative feedback over time for all our partners as this is the nature of the business! If you believe you received this complaint unfairly, please don’t worry, we’ll only take action if we see a pattern of undesirable behavior. Again, the purpose of this message is to provide you constructive feedback to help you improve.