Not Opening the Door

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.

Not Opening the Door

What does Not Opening the Door mean?

When a rider requests an UberBLACK trip, they expect a 5 star experience that might not be offered by other livery providers. As part of this experience, riders might be let down if you do not open the door for them when they enter and exit the vehicle, which is why you received this complaint. We monitor this complaint to ensure UberBLACK partners are providing an extremely high level of service at all times so riders can get the 5 star experience they’re seeking.

How can I improve?

The best way to avoid the ‘Not Opening the Door’ complaint is to be proactive about opening the door when you’re picking up and dropping off riders. Even if the rider begins to open the door by themselves, it goes a long way to show initiative that you are willing to open it for them.

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.