“On my 40-minute ride home, I was thinking about how I just lost money driving somebody,” stated the motive force, Kurt, who requested that his final identify be withheld for privateness causes.
“All it takes is a tweet to get a million impressions and you can get a real person at Uber,” Kurt, who has been driving for Uber for 2 years, informed Source Business. “They compensated me for the glitch or whatever — it shouldn’t even be possible. It should literally never happen.”
Kurt is considered one of a number of drivers Source Business spoke with, all working within the Chicago space, who reported dropping cash whereas giving a number of rides as a consequence of what the corporate stated was a software program glitch after which struggling to repair the problem.
“Due to a software bug, fares for certain trips booked through our new Reserve product were miscalculated. This was a terrible customer experience for drivers, and for that we apologize,” an Uber spokeswoman stated in an announcement to Source Business. “We’ve ensured drivers have been paid in full for all affected trips, fixed the bug, and have put new safeguards in place.”
The firm didn’t say how lengthy the bug was impacting drivers, or what number of had been impacted, however these seen by Source Business occurred in latest weeks.
These points come at a difficult second for the corporate. It is attempting to draw drivers again to the platform after demand for its service plummeted throughout the pandemic, however it’s doing so amid a broader labor scarcity that has given employees extra leverage and put extra strain on companies to enhance compensation and circumstances.
Anthony Novales, one other Uber driver, informed Source Business he was docked $44.64 after a latest 34 minute experience. After reaching out to Uber, he was informed there was an “outage,” one thing Kurt stated he was additionally informed, and that the corporate was investigating. (Uber informed Source Business it thought of the problem an “outage” as a result of its methods weren’t performing as meant.) Several days later, he stated the corporate messaged to say: “Uber incorrectly charged you amounts you should not have been charged and/or failed to ensure that you received your earnings.” The firm stated he would obtain a $25 credit score “as a small thank you for your patience,” and it might take away incorrect fees.
“It seems kind of weird to me that a company of this size can’t fix this matter [on the spot] when you can clearly see what the problem is,” stated Novales. He informed Source Business he was uncertain if he even obtained the credit score, however both approach feels it is not sufficient. “Not only did I lose money but I didn’t get paid for the trip itself.”
For his half, Kurt stated he obtained a number of credit to his account after his expertise went viral and caught Uber’s consideration: A $50 reimbursement for the journey, with an extra $150 for his troubles; a $36.67 cost, with an extra $25 for his inconvenience; a $25 cost, in keeping with screenshots seen by Source Business.
“I don’t know how I feel about the resolution,” he stated. “I just feel like they really don’t care about drivers.”