What does this mean?
Multiple riders let us know that they felt you did not take the most efficient / direct route on a trip or you were not comfortable with using your device's navigation. Therefore, they felt their fare was higher than it should’ve been. This is the Number 1 most common complaint we receive from riders across the system, so you’re not alone. However, this proves that an efficient route is a top consideration from riders when rating their drivers. As such, we monitor this complaint closely for all our partners.
How can I improve?
The best way to avoid this complaint in the future is to: - Ask the rider if they have a preferred route
- If they do not have a preferred route, enter the destination in your GPS. (we suggest always following the GPS)
Riders sometimes appreciate it if you offer suggested routes to demonstrate your city knowledge. Use your best judgement for each particular rider - you’re the expert! For a list of Johannesburg and Pretoria hotspots go to t.uber.com/jhb_hotspots
What’s next?
To refresh your knowledge on Uber’s best practices, check out these top tips: https://drive.uber.com/joburg/how-to-be-a-5-star-driver/. 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. |
