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Why does Uber not always send the closest driver?

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Anonymous
Driver Driver Rider
 Posted 9 months, 1 week ago

How does Uber match up its riders and drivers?  How does Uber's algorithm work in terms of paring up users?  Is it not by distance?

Why does my wait time change from 2 minues as it appears on the map to something longer?  

The Guru Take

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    fpressly
    4059 Rider Driver
     5 months ago

    While all of those are great reasons why you may experience various app failures, all of you are missing the most obvious and it happens to me every day. I think now it has improved because the app now tells the waiting passenger that the driver is finishing up another ride and will be with you shortly. Used to be the app would give you another ride while this one was finishing up. It would in effect stack riders. A waiting rider would see the driver moving away from them (which may be necessary to drop off the last rider). After that dropoff, then the driver would flip back to pick up the current ride and they may in fact be the closest driver. Well people with their impatience, would see the movement of the car and cancel because they think the driver is lost or not coming.

    Also there can be a lag in the display of vehicle locations. If the car jumps 20 city blocks in a second then you can believe the graphic has just updated and no not that the car has actually flown 20 blocks. ...

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    While all of those are great reasons why you may experience various app failures, all of you are missing the most obvious and it happens to me every day. I think now it has improved because the app now tells the waiting passenger that the driver is finishing up another ride and will be with you shortly. Used to be the app would give you another ride while this one was finishing up. It would in effect stack riders. A waiting rider would see the driver moving away from them (which may be necessary to drop off the last rider). After that dropoff, then the driver would flip back to pick up the current ride and they may in fact be the closest driver. Well people with their impatience, would see the movement of the car and cancel because they think the driver is lost or not coming.

    Also there can be a lag in the display of vehicle locations. If the car jumps 20 city blocks in a second then you can believe the graphic has just updated and no not that the car has actually flown 20 blocks. LOL Where the driver icon was was where he was ten minutes ago and GPS issues or app issues have just caused a delay in posting movement real time.

    Read less...

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      AngieKM169
      Rider
       4 months ago

      I sorta feel responsible to tell passengers of these two pieces of info. Misunderstandaing can lead to bad things.

      That lag bit I have noticed quite a lot. I have instructed drivers poorly while following the GPS screen too closely.

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      bBerman81
      239 Rider
       5 months ago

      Wow. This is some interesting info.  I am glad Uber plugged the hole, but I also feel horrible for drivers who got dinged for this.

      "A waiting rider would see the driver moving away from them (which may be necessary to drop off the last rider). After that dropoff, then the driver would flip back to pick up the current ride and they may in fact be the closest driver. Well people with their impatience, would see the movement of the car and cancel because they think the driver is lost or not coming."

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    StuffinMuffin
    702 Driver Rider
     9 months ago

    I always thought highly rated pax and highly rated drivers are paired up.  and crappy douches of riders and drivers are rightfully paired up.

    Why would they do it any other way?

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      ippei
      1193 Driver Rider Guru
       9 months ago

      There are many reasons for this, but it's usually to do with customer service and keeping people happier.  Say for example, if a rider has a bad experience (gives a low rating to a driver), Uber wants his or her next ride to be with a highly rated driver, perhaps higher than it could have been.  This would be regardless of what this rider's rating is.

      Uber does not want their good drivers to continue being matched up with good riders.  They want to keep up good customer service to all of their customers.  If they assign bad to bad, that can create lopsided perception of the company with one area of its population.  They have to spread the good to a wider audience, and this applies to both good drivers and good riders.

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    Peterthebull
    140
     9 months ago

    Only if the blond in the picture just looks back, she'll see that the driver is right there.  I mean, just look.  stop looking at the phone.

    Show Hide  2 Replies
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      KumarBengi
      Rider
       9 months ago

      funny. I was thinking the same thing.  Gotta love these stockphotos actors. 

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        CWalcutt75
        203 Driver
         9 months ago

        that's what you guys got out of this?  LOL.

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    andsold
     9 months ago

    You know waht always bothers me though?! When Uber says a driver is 3 minutes away so you request and bam your driver is 12 minutes away! So infuriating. If you are not going to give me the closest driver at least tell me in advance so I can order earlier.