Uber is expanding its account deactivation decision process, a win for drivers and couriers of the gig app who routinely say they were unfairly taken off the app and given no way to dispute claims.
The company will tell drivers and couriers in the app why their account was deactivated, allow them to request an additional review of the decision, and will be able to share things like audio or video recordings to dispute any unfair claims.
Drivers and couriers have long complained that gig companies will routinely side with customers when issues arise, despite there being false accusations. One example is that sometimes customers will make false claims in order to get money back on their rides. Uber is rolling out a new system that tracks when riders report false issues with drivers in order to repeatedly get refunds. Those reviews should no longer impact driver ratings or account deactivation decisions, the company said. “While we may take action to remove these customers from the platform, we know there are still underlying concerns about these reports,” Uber said in a press release.
Uber will also start paying for drug testing for drivers who are accused of driving under the influences of drugs and want to dispute that accusation. Uber will cover the cost of the test, no matter the outcome, as part of a nationwide partnership with LabCorp.
“We want every driver and courier to know that we are listening to their needs and taking action,” Uber CEO Dara Khosrowshahi said in a statement. “We are improving the driver experience to help keep them safer on the road and give them a louder voice in deactivation decisions.”
Some Uber drivers have expressed safety concerns since they aren’t sure who they’re picking up and dropping off. Drivers themselves have to go through several safety checks, but riders can use anonymous payment methods and give fake names. The company said that it will “significantly expand” rider identify verification starting next year to confirm account information against either an ID document or “trusted data sources.” “Over time, we will show drivers that they’re picking up a verified rider right on the offer card, so they can have more peace of mind before accepting a trip request,” the company said.
Uber is also expanding its in-app iOS recording feature that allows drivers to record videos of their trips with their phone’s front-facing camera. The content is encrypted and stored directly on the drivers’ devices. It can only be accessed if a driver chooses to send the content to Uber for review. “We believe both of these recording features will help promote safety and allow us to more quickly and fairly resolve any incidents that may arise,” Uber said.
Autentifică-te pentru a adăuga comentarii
Alte posturi din acest grup
You wake up in the morning and, first thing, you open your weather app. You close that pesky ad that opens first and check the forecast. You like your weather app, which shows hourly weather forec
How the Boomer wealth transfer could reshape global finance.
Born too late to ride the wave of postwar prosperity, but just early enough to watch the 2008 financial crisis decimate some
The Velvet Sundown is the most-talked-about band of the moment, but not for the reason you might expect.
The “indie rock band,” which has gained more than 634,000 Spotify lis
Sean “Diddy” Combs was convicted of prostitution-related offenses but acquitted of
A U.S. judge has ruled that China’s Huawei Technologies
Shares of U.K.’s Bytes Technology plunged over 27% on Wednesday after the IT firm said its operating profit for the first half of fiscal 2026 would be marginally lower due to delayed custome
Donald Trump’s Big Beautiful Bill Act has passed through the Senate thanks to
