Passenger in Car Upon Arrival

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.

Passenger in Car Upon Arrival

What does ‘Passenger in Car Upon Arrival’ mean?

A rider wrote to us stating that you were not the only one who picked them up for a recent trip. This can confuse and frustrate riders, is not permitted under the Uber platform, and is a violation of your contract with Uber. Uber monitors and records these actions and they can result in deactivation from the Uber system if there are multiple occurrences.

How can I improve?

The best way to avoid the ‘Passenger in Car Upon Arrival’ complaint is being the only one in the vehicle upon pick up of a rider. This meets the riders expectations as you are the driver they see on their Uber app.

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.