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Monday, April 25, 2016

Tired of Uber Cancellation Warnings

Uber overlooks their no-show clients. These clients order rides, never show up, and must be canceled for Uber drivers to move forward. When Uber drivers cancel clients as no-shows, they receive a warning regarding their cancellation activity. Are you tired of Uber sending cancellation warnings?

Uber drivers have the freedom to cancel trips for many different reasons. Because Uber refuses to claim Uber drivers as employees, they should accommodate their service providers (independents contractors) Instead of doing this, Uber sets too many terms and conditions that complicate the driving process.

Maybe Uber employees should get on the road to understand the challenges their Uber drivers face on the road. Performing a demanding service requires patience, professionalism, safety, and respect.  Uber clients are known to manipulate the Uber system. They take advantage of independent contractors offering a ride service based on privilege. If Uber drivers were employees, this privilege would then shift to mandatory requirements - all requests booked via the ride app must be accepted. 

Uber drivers receive many ride requests. They accept client requests, make pickups and complete trips. Given the Uber cancellation policy, Uber clients have 5 minutes to claim their ride or risk being canceled. It is common for clients to request and cancel rides. They will follow this process 2-4 times in a row.

In one extreme case, an Uber client binge requested and canceled 9 times. He had the nerve to call and threaten his Uber driver. At the time of this call, the Uber client didn't have a secure ride locked down (he canceled ride number #9). Uber Support never followed-up with the Uber driver to address this abusive rider. Entitled riders are toxic to the ridesharing industry.

Uber drivers are basically driving around in circles. Clients are given the freedom to use "hamster" mentality, such as repeating ride requests and canceling trips every 4-5 minutes to hook drivers and wait for surge pricing to pass. This behavior jeopardizes the Uber platform. The actions of entitled riders can/will impact loyal riders waiting for safe rides back home.

Entitled clients can abuse the Uber ride platform without any penalty. Unfortunately, clients who cancel their ride request before 5 minutes won't have to pay a fee. Uber won't warn clients after they request multiple rides and cancel them at a higher frequency. This double standard, allowing clients to bend the ride platform and warn drivers of higher cancellations, must be dealt with swiftly.  

Uber drivers receive an email message informing them of higher cancellations. This email goes on to say that canceling trips impact driver earnings. To clarify this point, drivers are not androids with unlimited energy to complete all ride requests accepted through the Uber ride platform. Uber drivers must eat, use the restroom multiple times, and take a break to rest up. Please show respect for the drivers who make your empire possible.

When Uber adopted back-to-back rides without a disable option, this feature removed the flexibility of going offline after trips are completed. Drivers lack the freedom to reject rides, especially during promotional periods where 90% acceptance rate is attached to qualify and/or disqualify drivers. Uber will disqualify drivers by a percent using trip origination of 67% and/or acceptance rate of 90%.

We have proof that Uber will deny hourly guarantees to drivers. They commonly use acceptance rate and trip origination as the reason for this promotional rejection. To put this in perspective, Uber has no solution to return East Bay drivers back to their promotional area and avoid trip origination percentage disqualifications.

Uber drivers can't block SF trips. There are no filters to help drivers do this. Given this setback, drivers can't deny taking riders to SF. Once an Uber driver begins a trip, they risk receiving a low rating after rejecting a client a ride into SF. San Francisco trips impact many promotions. The moment drivers enter SF, they are locked down on back-to-back rides and UberPool requests.

Breaking down hourly guarantees into two time slots empower Uber to get drivers on the road. It doesn't guarantee these drivers will receive this promotional match. 5pm-11pm hourly guarantees are weighed using promotion requirements, while 11pm-2am are separated from this mix in another qualifying stage. Miss acceptance rate? Miss trip origination percentage? You will get disqualified from making $30-$45 hourly matches. Promotional requirements manipulate drivers to change their driving behavior or risk losing money (conform or die).

The most serious problem that influence driver cancellations is UberPool. The Uber drivers providing this service are locked on to accept all requests. The moment one rider leaves, another is replaced in the pool. This "fish stocking" mentality harms the driver population. These drivers suffer to use the restroom. They know that rejecting rides and/or canceling trips could result in future deactivation. They must cancel "no-shows" to move the pool along. Most of all, drivers face losing money because of promotional requirements associated with qualifying and/or disqualifying guaranteed matches.

Uber makes rejecting rides and going offline appear easy. They lecture drivers in emails, failing to address problems causing cancellations to occur. Following this protocol (rejecting rides, back-to-back rides and going offline) to a tee is not as simple as it seems. Get a ride into SF at 12am on a 11pm-2am promotion? A back-to-back request arrives, so do you accept or reject? Accept this and cancel in a few seconds? You get warned for canceling trips. Ignore request? Get disqualified from failing to meet acceptance rate of 90%. Accept this and accept all ride connections in SF region? You get rejected on trip origination percentage of 67% or greater. According to region-based promotions, drivers must start 67% of all trips in a particular region.

Uber, simple solution to help your drivers to thrive. Integrate a "last ride" button to allow drivers an opportunity to go online and use the restroom and/or take a break. This last ride feature can block new back-to-back requests and UberPool requests until drivers go back online. Allow drivers to block and unblock SF trips. Some drivers have completed 7-8 SF trips within a specific night. These SF rides don't pay as well as before, and they cost drivers upfront toll fees.

Your back-to-back rides put drivers at a health risk of waiting to use restroom. It's an efficient feature when drivers are in good shape to accept all ride requests that come through, but it is terrible to hook drivers and disqualify them from promotions. Uber drivers could be stringed along to take many UberPool requests and connections. Keep in mind that drivers need to fill-up their gas tanks. They need to use the restroom. They need food and drinks. Most importantly, they need to rest up. Safety is the most important part of ridesharing.

Uber sends cancellation warnings to top Uber drivers. However, they don't warn their clients for repeatedly sending out multiple requests and canceling their drivers. Uber clients have been known to manipulate the same drivers. If Uber would block clients from sending their same requests and canceling 2-3 times to same driver, this could help to reduce driver cancellations. Surge pricing has a lot to do with this behavior. What clients forget is that fares have gone way down. Uber should show past fare prices to show clients how great of a value their rides are now. Double standards are not set in place because Uber wants to keep clients happy and manipulate/control drivers.

Uber drivers are expected to accept ride requests from 40-60 minutes out. These ride requests involve multiple toll bridges and long distance driving. A particular Uber driver ignored this rider request. He knows it doesn't make sense to accept a ride that won't be completed. Clients will usually cancel drivers who are too far away.

The same ride request arrives again. Driver accepts and cancels within a few seconds. They go offline to avoid this same client. However, they must go back online to avoid losing out on an hourly promotion. The same rider requests another ride. He can't accept this ride since it is far outside of the promotional area and would disqualify him based on trip origination. Where is the efficiency in this system?

During another promotion, a female client requests a ride and driver accepts. She cancels in 4 minutes. She requests again from same driver. She cancels again in 4 minutes. For the third time, this client requests and driver accepts. She cancels the ride after 4 minutes. This client lacks respect for this driver. She knows the same driver is accepting her request. She has no idea she is making this driver re-route again to pick her up. It is this behavior that is putting drivers in a tough position to cancel rides.

How about fixing your ride platform to give drivers the right to go online? If back-to-back rides arrive, the driver must accept and complete these trips. If this is an UberPool request, the driver may be on the hook to take many trips that could disqualify them (promotional origination 67%). Nonetheless, drivers accepting and canceling trips in a few seconds will get warned for this action and told they could get deactivated. No-show clients must be cancelled as a "No-show" before moving to the next request. Uber will still warn their drivers for canceling trips.

In our opinion, Uber doesn't have the back of their drivers. Their initial response to the City Treasurer of San Francisco gaining access to TNC driver names and expecting them to pay $91 per year for a business license is their real behavior toward their drivers. To come back and change their stance does little to prove loyalty. Uber drivers must do the best they can to survive with Uber.

At Uber, drivers don't matter. If drivers mattered, Uber would listen to clients and drivers to integrate a tipping feature. Uber would not disqualify drivers from promotions for using the restroom. Uber would allow a disable option to block out back-to-back rides. They would integrate a "last ride" option so drivers can go offline to take a break and/or use the restroom. Uber would designate restrooms at night so drivers could avoid costly health issues. Uber would allow drivers to set features that block out SF destinations, or keep them within a specific area instead of disqualifying based on trip origination. Sometimes, drivers can't afford to go into SF several times a night. This is the reason one driver experienced major financial difficulty with Fastrak.

Veteran Uber drivers are unmatched in their experience, devotion and passion to move people around safely. Too bad Uber ignores this loyalty by sending out cancellation warnings to hard working drivers who have little support. Stop treating your drivers like slaves. Using back-to-back rides at all times could block drivers from going offline to take a break and use the restroom. If drivers ignore this back-to-back request, they can eventually lose out on promotions requiring high acceptance rates. Moreover, drivers could get disqualified leaving the promotional area with a trip that connects to multiple SF ride requests. Offer a feature to return drivers who have interest in leaving SF to go back into the East Bay.

Fix your system kinks. Poor pin drops, wrong home addresses, bad navigation, frozen app, network errors, fatal errors, and other problems block drivers from delivering quality service. Integrating new features to improve Uber driving can reduce driver cancellations. Just know that Uber drivers are human beings; they need to use the restroom like your corporate employees sitting in an air-conditioned building. You may overvalue your clients and undervalue your drivers, but know what truly makes the wheels turns at Uber. Clients may have access to many ride providers; however, they rely on the cost and efficiency of Uber. Without Uber drivers, Uber would cease to exist. Think about this when you send out cancellation warnings to your best Uber drivers.