Wrong Rider

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.

Wrong Rider

What does Wrong Rider mean?

A passenger let us know that you never picked them up but they were charged for the trip. Therefore, we assume that you picked up the wrong rider. This can be frustrating to riders because, not only do they have to request another car, but they are charged for two trips. As such, we will have to return the fare to the rider. See the steps below to easily prevent this in the future.

How can I improve?

The best way to avoid the ‘Wrong Rider’ complaint is to ask the rider their name before they enter the vehicle or to ask them for the name of their requested Uber partner. Please see below:

GOOD: "May I please have your name as confirmation?"
GOOD: "What is the name of your requested Uber partner?"
BAD: "Are you Sally?"

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.