the driver just cancel on me, everytime I use it now, same thing happens
- said they were leaving
- worked before an update
Captured on . See reviews on Google Play
UberReported repeatedly
People cannot reach anyone when a ride goes wrong
4 people raised this across 2 weeks, on both iOS and Android.
iPhone and Android riders in the UK and United States, across three app versions.
In their own words
Neither app store gives a review a permanent public link, so each entry is a snapshot taken on the date shown and the link goes to the app's review listing.
The app doesn't even have a customer support option.
Captured on . See reviews on Google Play
if you ever need help your completely on your own, there is no help number for riders only drivers
- about billing
Captured on . See reviews on the App Store
the automated customer support does not let me contact the customer service
Captured on . See reviews on the App Store
What people do instead
Nobody described a way around this.
What you could do with this
These four are written from the reviews above. Everything else on this page is quoted or counted.
written
BUILD IT
A defined set of trip states that always route to a person.
See how3 points
- Name the states: no vehicle arrived, repeated cancellation, disputed charge
- Escalate on the state rather than on what the rider typed
- Start with the repeated-cancellation path reviewers describe
Why it might not workDeflection is the point of the current design, so this is a cost decision rather than an engineering one.
written
START IT
Advocacy for riders after a trip goes wrong.
See how2 points
- Takes the trip reference and the charge, then pursues the claim
- Paid only on recovery
Why it might not workIndividual claims are small, and the effort per claim does not shrink with volume.
written
STUDY IT
Which trip problems can automation actually close?
See how2 points
- Classify reported problems by whether automation resolved them
- Identify the categories where a person was always required
Why it might not workOnly the platform sees resolution, so classification depends on rider accounts.
written
WRITE IT
The support menu with no exit.
See how2 points
- Walk the menu tree to its end and show where it stops
- Use the reviews where the option simply is not there
Why it might not workGig-platform reporting is crowded; the narrow subject here is the menu itself.
Related challenges
Uber
People are charged more than the fare they were quoted
they charged me a cancellation fee then locked me out of my account
Build itA receipt that shows every difference between the quote and the charge.
Start itA ride where the price shown is the price charged, and the difference is the operator’s.
Study itHow far does a final fare drift from its quote, and in which direction?
Write itThe number you agreed to, and the number that arrived.
Early signal
Expedia
People cannot reach help when a booking has already gone wrong
Then it freezes. Then it freezes your whole phone!
Build itA support path that does not run inside the failing app.
Start itA booking assistant that holds your references outside any one app.
Study itDoes automated support resolve problems or defer them?
Write itThe chat window that freezes the phone you needed it on.
Reported repeatedly