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 Smell: Cigarette mean?
A passenger let us know that your vehicle smelled of cigarettes during a recent trip. Through our experience, we have seen that cigarette smell is one of our most divisive complaints - some riders don’t mind it while others express strong opinions against it. In order for all riders to have an enjoyable experience, your vehicle should smell fresh but not overpowering at all times.
How can I improve?
The best way to avoid a ‘Smell: Cigarette’ complaint is to not smoke, or allow passengers to smoke, in your vehicle. If you do smoke outside of your vehicle (this is totally fine), please try to make sure that your clothes do not smell of cigarettes as this can cause your vehicle to have an odor. In addition, some passengers find it beneficial if you open the windows in between trips to let in fresh air!
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.