Late Arrival or Missed ETA

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.

Late Arrival or Missed ETA

What does Late Arrival or Missed ETA mean?

A passenger let us know that you had some trouble with picking them up at their pinned location. This either resulted in a cancellation of the trip or a pickup that exceeded the time provided on the rider’s app.

How can I improve?

The best way to avoid a 'Late Arrival or Missed ETA’ complaint is to follow the GPS/map on your Driver App. You can also zoom in closer to the rider’s pinned location by tapping twice on your Driver app’s screen. If you are still having an issue finding the passenger, try texting the passenger. Please make a phone call your last resort upon pickup.

What’s next?

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


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.