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.
What does Mistimed Trip mean?
A passenger let us know that they felt you either 1) began the trip early (before they got in the vehicle or gave verbal/written consent to start the trip) or 2) ended the trip after they already exited the vehicle. We understand that sometimes you might have to wait a few minutes before a rider is ready, but this behavior can lead to overcharging the rider, which they do not appreciate. Because this provides the rider with a high level of dissatisfaction, we monitor it closely.
How can I improve?
The best way to avoid the ‘Mistimed Trip’ complaint is to only start the trip when the rider gets in the vehicle or you have their permission to start the trip. You should also end the trip once you have arrived at their destination. If you have arrived at a rider’s pick up location, and you have waited more than 10 minutes for the rider, you can cancel the trip. You should NEVER select "Begin Trip" unless a rider is in your car and you are ready to travel to their destination. If the rider would like you to wait longer, you may begin the trip after 10 minutes *with the rider's explicit permission*.
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.