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 Refused Destination mean?
A rider wrote to us stating that you refused their trip based on their end destination. We understand that all trips might not result in ideal fares, but if you’re online, you should accept all trips. Uber’s goal is to provide a 5 star experience to riders, and when a rider gets their trip canceled, they do not get this 5 star level of service. As such, we closely monitor these complaints.
How can I improve?
The best way to avoid the ‘Refused Destination’ complaint is to accept all trips if you are online; you should not cancel a trip based on the end destination. In addition, please do not call a rider after you have accepted a trip to ask for their final destination as this can upset riders.
To refresh your knowledge on Uber’s best practices, check out this refresher course:
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.