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Why Does Uber Lump In All Cancellations In The Cancellation Rate?

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175 Driver
 Posted 1 year, 9 months ago

I took a trip request from Uber yesterday at Princeton University (a lot of different buildings.) I show up at the location and wait quite a while and customer doesn't show up...no answer on the phone either.

So, through the app, this becomes a cancellation...I press the RIDER NOT THERE BUTTON and the ride cancels BUT I have always thought that this was a reflection on the rider...even though I am prompted to initiate the cancel.  I know Uber does timeouts and generally doesn't like you too much if there is a high cancellation rate...but why are other people's screwups a reflection on me?? I have an 11% cancellation rate this last week and none of them have been because of me! I don't ever remember doing my own cancellation...except once...and that was when I was in a hell zone area and customer was just not there and I felt unsafe.


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    285 Driver Driver
     1 year ago

    Yeah, you are right.  You will be dinged for cancelling that trip.  It's a bummer.

    I have heard that there is no specific cancellation rate that triggers a deactivation. It's all up to Uber's discrtion and is treated case-by-case.  I wouldn't worry about it.

    I was also told to keep mine below 20%.  That is what I strive to achieve.  In fact, I am trying to be smarter to cancel rides I am not comfortable with.  So I tell myself that I can cancel one out of five. 

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    321 Rider Driver
     1 year ago

    I am pretty sure those don't hurt your acceptance rate if it is considered as a "no show."   Did you make sure to wait 5 minutes from after you have arrived at the location?  It isn't 5 minutes from when you accepted the ride.

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      250 Rider
       1 year ago

      You mean cancellation rate.  

      Acceptance is how many of the requests you "accept."  Out of those, Uber tracks how many you have cancelled.

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    OP 175 Driver
     1 year ago

    No, what I meant was that it doesn't make sense that we lose points in our cancellation rate when someone cancels or does not show up. How is that fair?