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Why can a rider rate me who has never entered my car?

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arpad374
20
 Posted 1 year, 4 months ago

I have made a mistake by letting somebody walk to my car, and swiped to pick up before he entered the car. Turned out he was not my ride. Told that guy sorry can't take him because I have somebody else in the app. So because I picked up (on the app but not physically) somebody I never met, I was already in a ride on the app with a passenger I never met. Since I was in the drive for more then 5 min, and I already picked up the passenger in the app (but not physically, since I never even really saw him), the app would not let me cancel. Only drop off. OK, I drop off. It tell me, then I have to cancel. OK cancel. Then the app gives me the minimal fare ($3.75) and I have to rate the rider like if this was a real trip taken. I rated him 5 stars.


He rated me 1 star. I complain to uber. They took the $3.75. They say it is a cancelled ride. True. But the rating (1-star) stays. Unfair. 

Uber's policy says, cancelled rides do not count towards rating. Turns out they do.


After that, I picked up and made the mistake again, a person who had medical assistance was waiting there. I did not see him, but was on the phone with him, and saw someone else, waving at me, thought that is my ride. Swiped to pick up again. Then when I realized that the one waving at me was not the one on the phone, I realized that my ride had medical assistance. I asked the help if he would accompany the rider. He declined. The rider was not able to get in and out without the help so I declined to take him. If I have to stop with the car somewhere where I cannot get out and is unsafe, I cannot help him to get out.

Needless to say, I was in the drive for more then 5 min and he rated me again 1 star.



What is the solution? Can those 1 star ratings be removed, since they are really cancelled rides?

Comments

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    momof4
    8153 Rider Driver
     1 year ago

    Uber states they cannot remove or change ratings for driver or rider. I dont mean this in a rude way but why are you starting their trip before they get in car? 

    I've had a person open the door get half way in and they had to cancel for an emergency. It's best never to start a trip until rider is in the car seated and door closed. 

    When I pull up I open the window keep doors locked and ask their name. I do not unlock doors until I verify name. Two reasons: 1. If they get in and its wrong rider its awkward to make them get out. Could possibly refuse to get out also then it turns into a big ole mess  2. By keeping doors locked & just opening window it gives me a few seconds to get a quick impression of that person. Are they too drunk, rude, or do they seem really strange & make me uncomfortable. Its not a fool proof way to screen a rider but it has helped me out in a few situations. When they get in I usually say "good evening/morning Joe, how are you...

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    Uber states they cannot remove or change ratings for driver or rider. I dont mean this in a rude way but why are you starting their trip before they get in car? 

    I've had a person open the door get half way in and they had to cancel for an emergency. It's best never to start a trip until rider is in the car seated and door closed. 

    When I pull up I open the window keep doors locked and ask their name. I do not unlock doors until I verify name. Two reasons: 1. If they get in and its wrong rider its awkward to make them get out. Could possibly refuse to get out also then it turns into a big ole mess  2. By keeping doors locked & just opening window it gives me a few seconds to get a quick impression of that person. Are they too drunk, rude, or do they seem really strange & make me uncomfortable. Its not a fool proof way to screen a rider but it has helped me out in a few situations. When they get in I usually say "good evening/morning Joe, how are you"?  Then I say "can you please confirm your destination address" as I swipe start trip. That  is another way to confirm they are right rider. Two people may have same name but chances are not same name and destination. By confirming name and address there should be no reason to have wrong rider in your car. 

    As for rider who needed help getting in and out  again you started trip before he entered. Try opening the window get your riders name, at that point you wouldve also found out he needed help. You could've then refused and he wouldnt of been able to rate you because yoh never started trip. Again not trying to be rude but upon drop off why not just pull over to an area that is safe? Unless you have to physically lift him in and out of car it would've taken you less than a minute to help him. Now you drove to pick up location wasted time, gas, didnt make any money, and got a 1 star. Wouldnt it of been easier to help him in car pull up to safe location help him out? He may have tipped you for helping but lets say he didnt Karma arpad. Do good things good things come back to you. I am sure if his destination was unsafe he wouldnt want to get out there. You know what they say when you assume things? Lol Unfortunately we dont always get great trips and some people may need help although not mandatory to help a rider its just the right thing to do sometimes:) Again remember Karma or you may make that mans day by doing a good thing and helping him.  We all get old, health fails, we all need help one day. Try it may make you feel good. Try those tips on not starting trip until rider in and lock doors open window. It may save you some aggravation.


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      arpad374
      OP 20
       1 year ago

      Thank you so much, I will lock doors, and open window and ask name, address. 

      You seem to  know really much.

      Can you please tell me if it is true whether you can get deactivated under a certain rating, like under 4.6?

      Can you get deactivated just because you have several 1 star ratings (but otherwise above 4.6)?


      Are there any tricks you do to make more 5 star rides, like I offer them a bottle of water, sometimes chocolate. I always ask them if they want to go on a special route, or just follow gps, always ask if they want air condition, heating, enough legroom etc.


      Anything else to make it 5 star?


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        momof4
        8153 Rider Driver
         1 year ago

        I have a few suggestions that always helps with riders and has definately helped me earn some decent tips ($). I am going to share my info with you about my ratings, trips, etc... so you can decide if its worth it to take any of my advice.  My rating fluctuates between 4.93 & 4.95 with approx 111 badges/notes, 1650 trips to date.  I have been driving for 17 months. First 11 months I only drove 3 to 7 times per month. For past past 6 months I drive 5 days per week approx. 20 to 30 hrs. per week. I would drive much more but it doesnt seem to be busy enough to do so. Working on different schedule now, changing around my hours, and days, and where I drive to hopefully increase my trips. I would be happy to share info with you. I can tell you what I do and dont do, what seems to work and what seems not to. 

        This is a great forum and can give you many answers to questions you may have. There are many kind, helpful,  people on here. LG PA, Wes, Ippei, Lily (just to n...

        Read more...

        I have a few suggestions that always helps with riders and has definately helped me earn some decent tips ($). I am going to share my info with you about my ratings, trips, etc... so you can decide if its worth it to take any of my advice.  My rating fluctuates between 4.93 & 4.95 with approx 111 badges/notes, 1650 trips to date.  I have been driving for 17 months. First 11 months I only drove 3 to 7 times per month. For past past 6 months I drive 5 days per week approx. 20 to 30 hrs. per week. I would drive much more but it doesnt seem to be busy enough to do so. Working on different schedule now, changing around my hours, and days, and where I drive to hopefully increase my trips. I would be happy to share info with you. I can tell you what I do and dont do, what seems to work and what seems not to. 

        This is a great forum and can give you many answers to questions you may have. There are many kind, helpful,  people on here. LG PA, Wes, Ippei, Lily (just to name a few) and many more have great tips and are very helpful. 

        If you would like info please post what kind of trips you are able to take (Uber X XL, pool), how long you've been driving, how many trips, when and where you drive (City, State). Basically any info you want me to have so I can try to tailor the advice to fit you more. Or you can be very specific & just tell me for example "I want to improve my ratings" and I'll try to just sticknto thst topic. I am warning you my post are long lol. If you give me the info I just mentioned maybe it will help me not give you advice you dont need:). I'll post tonight after 11pm before 3am. Take care. 

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        LG-PA
        810 Driver
         1 year ago

        Here is some more relevant info from my recent exchange with Lyft (Lyft's response below), but am sure it works similarly with Uber

        ---------------
        "Thank you for getting back to us and providing extra information about why you want to know your cancellation rate.

        Even though when you cancel a ride this will affect you, this is not the way we measure the statistics for canceled rides.

        If in case you have received a warning, strike, suspension or deactivation, this is not because of a high cancellation rate,
        this is measured as a "low acceptance rate".

        We do not have an exact metric that establish how many canceled rides you need to have to be penalized, this will depend on how much and how often you cancel rides, by example, if you have received 100 rides and you cancel 20 of them, you may receive a warning to stop doing it, or if you received 10 requests and you canceled 5 for several weeks you may receive a strike, the system will detect your behavior regarding cancel...

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        Here is some more relevant info from my recent exchange with Lyft (Lyft's response below), but am sure it works similarly with Uber

        ---------------
        "Thank you for getting back to us and providing extra information about why you want to know your cancellation rate.

        Even though when you cancel a ride this will affect you, this is not the way we measure the statistics for canceled rides.

        If in case you have received a warning, strike, suspension or deactivation, this is not because of a high cancellation rate,
        this is measured as a "low acceptance rate".

        We do not have an exact metric that establish how many canceled rides you need to have to be penalized, this will depend on how much and how often you cancel rides, by example, if you have received 100 rides and you cancel 20 of them, you may receive a warning to stop doing it, or if you received 10 requests and you canceled 5 for several weeks you may receive a strike, the system will detect your behavior regarding canceling rides and proceed depending on how often or how many rides you cancel"

        ------------

        Anyway - cancellation is when you first accept a ride, then go in and cancel it (passenger no show is not considered a cancelled ride)

        I sent an email to Lyft that many times I have to cancel is because when my Lyft app is on, and I am messing around on the scheduled rides screen and my finger is on the screen, when all of a sudden Lyft sends a ride request which I had no intention of accepting, but because my finger happened to be down on the screen when the ride splashed up underneath it the system assumes I accepted it. So I go in and cancell it (passenger too far) as the reason. Al they need to do is make a separate button somewhere in top right of the (scheduled rides screen) so I can click it to refresh. This way when a random ride requests splash up on screen it will not be auto accepted as my finger is on top right not in the middle.

        Or when lyft auto adds a passenger to my que (when I forget to activate Last Ride feature), I will also go in and cancel it once drop off first passenger. Lyft needs to offer to add next passenger like Uber does, not just add them in.

        There will be legitimate times you will have to cancel, I had so me idiot call me 1 minute after I accepted the ride to ask me where the heck I was as I was pulling in to get her, she sounded drunk and stupid, so I cancelled, I do not want to risk getting a low rating from someone like that.

        Or when I cancelled on a passenger with a minor and no car seat. I cancel and Lyft asks why (I say other reason) but it never asks me to provide detail as to why, where I actually would have wanted to provide details

        These rideshare companies need to educate riders Nobody under 18 by themselves, No accompanied minors without car seats

        If only they sent out those reminders every time they send us notices about service animals it would be sufficient :)

        Note: Cancellation is not the same as Acceptance

         Acceptance rate [Lyft]

        Your acceptance rate is the percent of ride requests you accept and complete. 

        We use acceptance rates to determine driver eligibility for certain incentives and help keep passenger wait times short.

        When giving Lyft rides, you have the right to accept or ignore any ride request. You're always free to decline ride requests you don't want, but declined requests will still count toward your total ride requests when we calculate your acceptance rate.

        --------------------


        OK good luck with all the new info :)

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        LG-PA
        810 Driver
         1 year ago

        So definitely stop starting the trips until they are in the car and ready to go - that is a first!

        You may get a warning from Uber by having to many cancelled trips in short time and a bunch of 1's in a row. 

        If you fall below 4.6, say 4.3 like my uncle did they can kick you off the platform (he was a newbee and made some errors), if it is your first time being kicked off, you will be give opportunity to take a $50.00 class  and then you are back on line.

        I do not bother with water, etc - do not try too hard (why spend your own money on all these things when nothing comes back to you in a way of increased tips), I would not like to have a driver stick their tongue up my butt in terms of trying too hard:)

        Passengers just want a safe ride point A to point B. No need to ask for special ride, just follow GPS (Waze) and take toll road when it makes sense.


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          arpad374
          OP 20
           1 year ago

          THANK YOU SO MUCH!


          I have a 4.82 rating. My rating was 4.86 just before those 2 1 star ratings. I have 90% 5 stars. 9% 4 stars. And a few 3 stars. I live in 90272. I only take uberx.


          uber just called me that they deactivated my account because of that ride that was never taken with that person who had medical help. They talked to me, I told them that that person needed medicl assistance constantly. He was not able to get in and out of the car alone.


          Apparently the rider reported that issue. Riders have to take people with disabilities. I explained them that that is no problem for me to put the medical device in and out of the car. The problem is that that person needs constant medical assistance, which I am not. The person was with a medical help right at the pick up, but declined to accompany him. 


          They reactivated my account.


          Now I wanted to know, I have never done this, but my cousin wants me to take her sometimes to short rides in the neighbourhood. She has uber. Can I take her ...

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          THANK YOU SO MUCH!


          I have a 4.82 rating. My rating was 4.86 just before those 2 1 star ratings. I have 90% 5 stars. 9% 4 stars. And a few 3 stars. I live in 90272. I only take uberx.


          uber just called me that they deactivated my account because of that ride that was never taken with that person who had medical help. They talked to me, I told them that that person needed medicl assistance constantly. He was not able to get in and out of the car alone.


          Apparently the rider reported that issue. Riders have to take people with disabilities. I explained them that that is no problem for me to put the medical device in and out of the car. The problem is that that person needs constant medical assistance, which I am not. The person was with a medical help right at the pick up, but declined to accompany him. 


          They reactivated my account.


          Now I wanted to know, I have never done this, but my cousin wants me to take her sometimes to short rides in the neighbourhood. She has uber. Can I take her twice a day? There and back? Is that a problem for uber? Our last name is the same. I have read somewhere that there can be no patter for family members. 


          Would that twice a day be a problem?


          Arpad

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            LG-PA
            810 Driver
             1 year ago

            Good that you figured out to stay away from pools and shared ;)


            Uber actually called you? Wow I did not think they call, usually only see them communicate via text and email 

            Glad they reactivated you

            Of course you can give uber rides to your family. Uber makes money from every ride ;)

            As long as your family member orders  Uber just like any passenger would.

            What you are referring to probably is that you may not have your family just joyriding  as a passenger in car while you have app on and accept a ride. No passenger who orders Uber X wants a driver to pull up to get them and there is someone else in car  besides the driver. 

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    Wes
    1576 Rider Driver
     1 year ago

    Stop starting trips early!!!  Don't do it!!!  You may think you're making a extra few cents on the time rate but this validates how important it is to NOT do that EVER.  Wait until the passenger is inside your car and you've confirmed their identity.  I usually do that before they climb in the car, so you can then start the trip while they're getting seated.

    Once you have swiped to start a trip, the passenger will be able to rate you.  PERIOD!  And not to be rude, but you deserved the one star as YOU started a trip on the wrong passenger, and unfortunately that totally is YOUR fault.

    Listen - we've all done it, but be smart and LEARN from your mistakes.  Uber is NOT going to adjust your rating my friend.  It's just simply not going to happen based on every story I've heard over the years.

    Good luck!

    Show Hide  1 Reply
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      breakingbread
      234 Rider Driver
       1 year ago

      I have to agree with Wes. I used to try to start trips ASAP to make as much money as a could, I soon learned that you are only making extra pennies, if that. Definitely not worth it! I have had pax get mad when they get in the car adn realized the trip was already started. I truly had JUST started it but I guess they didn't know that.

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    JavierX
    207 Driver
     1 year ago

    An Uber driver rating is an average of your last 500 trips. So eventually this 1-star rating will fall off. It seems like a lot, but if you are full-time, it will come quick.

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    AliCommons
    32 Rider
     1 year ago

    Bummer!

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    AsStibelDude
    625 Driver
     1 year ago

    The only time you interact with customers and you don't get rated are:

    • Canceled trips
    • Unaccepted trip requests
    • Rides where the rider chose not to rate you

    https://ride.guru/lounge/p/driver-star-rating-explained-how-ratings-work-and-affect-drivers-plus-video

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    StevenL-NYU
    141 Driver Driver
     1 year ago

    Well, to answer your question, the "passenger" can rate you as long as the trip has started. The  moment you swiped to "pick up", it became an official trip and whoever requested the service can rate you.

    I get it that it was an honest mistake. 1-Star is always harsh, but you have to look at it from the user's perspective. He (or she) requested a ride, was tracking you on the phone. The car arrives, no one is there for him, but it says it picked up someone and it kept going. He is left outside, not sure what to do, and got charged to boot. In that state of mind, I don't think anyone would rate higher than a 1-star.

    Show Hide  2 Replies
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      arpad374
      OP 20
       1 year ago

      Can someone please help me why the search bar in the uber app is not working?  This is where you would select a destination.


      But now on my phone, this search bar is not working, anything I write in the search bar, it will not find anything. I mean the search bar itself is working, I can write in it, but it will not find anything. Since it will not find anything, I cannot set a destination.


      Can anyone help please? I tried to restart the phone, and sign out and back in  the app, and I tried on 3 different iphones. All have the same problem.


      Can anyone help how to make the searchbar work again?

      I am able to set a destination that I already saved. But I need to set a new destination.


      Arpad


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        LG-PA
        810 Driver
         1 year ago

        Uber or Lyft ?