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Uber is charging passengers a $10 cancellation fee even when the driver cancels

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Re: Uber is charging passengers a $10 cancellation fee even when the driver cancels

#11

Post by ascagnel_ »

CPLX wrote: post #10

There's a lot of reasons to hate Uber these days but I'm not sure this is one of them. The problem with cancellations is real, I have to cancel rides constantly because I live and work in Brooklyn Heights/ DUMBO and the app just can't seem to get the hang of the river, the bridges, and the expressway that runs through our neighborhood. It's pretty much routine to get assigned a car and then watch as it speeds over yo…

I'm in a similar situation -- I live close enough to Staten Island that I get assigned drivers from there, but the actual route for the driver to get to me would be much, much longer than one already across the Kill.

Re: Uber is charging passengers a $10 cancellation fee even when the driver cancels

#12

Post by employee8000 »

It's not a scam. Iirc when the driver cancels they have the option of not charging the customer, or charging the customer. It was the driver who decided to charge the customer. But when the driver cancels the ride it affects their metrics so they can't do it all the time. I imagine if they keep charging customers they will get kicked off the platform.

Re: Uber is charging passengers a $10 cancellation fee even when the driver cancels

#13

Post by gcr »

saalweachter wrote: post #9
ryanbrunner wrote: post #3

The comments point out a perfectly reasonable explanation for why this charge might exist: One reason that drivers can specify for a cancellation is that the rider wasn't at the pickup location. Even though it's the driver cancelling in this case, it's reasonable for Uber to charge the rider in my opinion. If this is the case, the poster is still being improperly charged the fee, but it's more about the driver lying…

Yeah, it sounds like Uber is basically favoring the driver by default in cancellation. Which is ironic when you consider that we are usually hearing stories about Uber screwing their drivers. I'm curious how often in these cases was it actually user error [standing in the wrong spot] vs system error [GPS reporting a wrong location] vs driver error [driver navigated to wrong location, assumed user had walked away] vs…

How is this ironic? It's totally possible to repress and hurt drivers while still giving them the option of cancelling.

I know you're not saying this, but it doesn't make sense to cite this as evidence that "Uber really is treating their drivers well! Look look, they get to push a button that cancels the trip! Wouldn't that make you feel empowered if you were a driver??"

Re: Uber is charging passengers a $10 cancellation fee even when the driver cancels

#14

Post by fnl »

employee8000 wrote: post #12

It's not a scam. Iirc when the driver cancels they have the option of not charging the customer, or charging the customer. It was the driver who decided to charge the customer. But when the driver cancels the ride it affects their metrics so they can't do it all the time. I imagine if they keep charging customers they will get kicked off the platform.

That's true; But Uber certainly should send the customer a mail to inform him he was charged by the driver $10 for not taking the ride, I think?

Re: Uber is charging passengers a $10 cancellation fee even when the driver cancels

#15

Post by elahd »

I've been in standoffs with Uber/Lyft drivers where the driver calls or texts me saying they don't want to pick me up for whatever reason and demand that I cancel the hail. Drivers don't want to be the ones who cancel because canceling reduces their rating. I don't want to cancel because I both don't want the hit to my rating and I don't want to have to follow up with Uber/Lyft to request a cancellation fee refund.

Last year, I filed a complaint with the NYC Taxi & Limousine Commission against both Lyft and an individual driver after the driver refused to pick me up in the middle of Manhattan but refused to actually cancel the ride. I eventually gave in and canceled the request. Lyft refused to refund the cancellation fee. I ended up getting a chargeback from my credit card company.

I submitted the driver's text messages to the T&LC as evidence and eventually got a phone hearing -- Lyft and the driver were required to appear in person. Lyft failed to appear and got a $1,000 fine. The driver showed up but was found not responsible for lack of evidence. It was a complete waste of time.

We'll be stuck with this until regulators realize that there's a pattern of abuse and start cracking down.

Re: Uber is charging passengers a $10 cancellation fee even when the driver cancels

#16

Post by chii »

elahd wrote: post #15

I've been in standoffs with Uber/Lyft drivers where the driver calls or texts me saying they don't want to pick me up for whatever reason and demand that I cancel the hail. Drivers don't want to be the ones who cancel because canceling reduces their rating. I don't want to cancel because I both don't want the hit to my rating and I don't want to have to follow up with Uber/Lyft to request a cancellation fee refund. L…

This is what happens when things are unregulated. But oh, regulation causes high fees/cost, and so it's ok to ignore! Until of course, when it isn't.

Re: Uber is charging passengers a $10 cancellation fee even when the driver cancels

#17

Post by dabber »

bluetidepro wrote: post #5

> "Whats more is that they don't refund the money they took unlawfully - instead they credit it to your Uber account." I think that's the part that seems the most messed up. However, I will say that in the USA (Chicago) I've had this happen before (it's only a $5 charge, not $10) and when I disputed it, I got a credit back to my credit card and not an Uber credit like they mentioned. I wonder if it's different in Aus…

I've canceled rides in several cities around the north east US, usually because the driver is taking too long/lost. Every time, Uber's policy was to charge me $5 if I cancelled 2 min after requesting. When I did dispute the charge, the process was the same as OP on reddit (including an account credit over a refund.) I wonder why there's a difference in how the money is reimbursed.

Re: Uber is charging passengers a $10 cancellation fee even when the driver cancels

#18

Post by twoodfin »

chii wrote: post #16
elahd wrote: post #15

I've been in standoffs with Uber/Lyft drivers where the driver calls or texts me saying they don't want to pick me up for whatever reason and demand that I cancel the hail. Drivers don't want to be the ones who cancel because canceling reduces their rating. I don't want to cancel because I both don't want the hit to my rating and I don't want to have to follow up with Uber/Lyft to request a cancellation fee refund. L…

This is what happens when things are unregulated. But oh, regulation causes high fees/cost, and so it's ok to ignore! Until of course, when it isn't.

Isn't the point of elahd's story that Uber/Lyft drivers are already regulated (particularly) extensively in NYC, but that the regulations (at least in that instance) are ineffective?

Re: Uber is charging passengers a $10 cancellation fee even when the driver cancels

#20

Post by thriftwy »

I think that decision to withhold the destination of the ride from drivers was a very bad idea they should repeal.

They wanted to be sure that drivers don't choose convenient riders and leave less convenient ones unserved, but a) it didn't work, only introduced this "you cancel, no, you" game after destination becomes apparent, and b) opportunistic drivers can no longer give a ride to people who go in the same direction, because they can't tell; limiting driver base to semi-professionals who have nothing else to do.

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