Uber is taking action against taxi operators on its platform who have been breaking the rules by running trips offline. The company has sent out a survey to customers asking for information about instances where a driver requested an offline trip or charged more than the fare displayed on the app.
“We want to hear from you if your driver asks for an offline trip or charges more than expected. Please use this link to report any issues,” said a message sent to Uber users, along with a link to the online questionnaire. This form is to report any instances where the driver on your recent trip requested to take the trip off the Uber app, refused to take your trip because it was a card trip, or asked for more than the fare displayed on the app,” the questionnaire further explained.
Uber is encouraging customers to provide the driver’s name and phone number in case of such instances. This action aims to ensure that all drivers on the platform abide by the rules and guidelines, providing customers with a smooth and reliable experience.
This move comes just two months after the company revealed that airport requests on the app in Kenya had increased by 51.93% compared to last year as the tourism industry recovered from the impact of the COVID-19 pandemic. Uber’s Head of East Africa, Imran Manji, said in November that Nairobi’s Jomo Kenyatta International Airport was one of its customers’ most visited places, followed by Moi International Airport in Mombasa. He said a significant portion of the riders taking these trips were national and international visitors. Uber is seeing a steady growth in popularity as a preferred mode of transportation for tourists.
This effort by Uber to enforce compliance among its taxi operators is a positive move toward ensuring customer satisfaction and safety. Additionally, it demonstrates the company’s commitment to delivering exceptional service to its customers and its willingness to take proactive measures to ensure that all drivers on its platform adhere to established guidelines.