in this case
- A deaf passenger with stage 4 cancer is taken on a terrifying late-night ride by an Uber driver who behaves erratically.
- The driver ignores his pleas to end the trip, leaves him locked in the car in a remote area, and then chases him after he finally gets out.
- After this traumatic ordeal, Uber’s initial response is to offer a meager $5 credit.
An Uber driver takes Andrew Greenman on a wild ride through the Washington, D.C., suburbs. Does the company owe him anything for the stressful experience?
Question
I took an Uber home from Washington D.C. to Ashburn, Virginia, late one Saturday night. During the trip, my driver stopped at a gas station to use the restroom, but it was locked.
He then started driving erratically — speeding and driving in circles — while seemingly looking for another restroom. I asked him to end the ride, but he ignored me.
I contacted the Uber Safety Team through the app, and they offered to contact the police. I wasn’t sure what to do because I didn’t want to overreact.
The driver eventually stopped at an intersection in the middle of nowhere and ran into the woods. He left me locked in the car. When he returned, I asked him to let me out, but he ignored me and ran away again! When he came back, I pounded on the door, and after a few minutes, he finally unlocked the car. The driver chased me after I left the car and only left after I gestured at him to go away.
I was shaken and scared. I called another Uber to take me home.
I contacted Uber the following Monday to report the incident. A representative apologized and said they would investigate and issue a refund. However, all I received was a $5 credit.
I tried to explain the situation to Uber through the app, but they were unhelpful and insisted $5 was all I would receive.
This was extremely stressful for me, particularly because I am deaf and have stage 4 cancer. Can you help me get a refund and make sure Uber understands the seriousness of this situation? — Andrew Greenman, Ashburn, Va.
What do you think of Uber’s initial $5 compensation for this terrifying experience? Have you ever felt unsafe during a rideshare trip, and how did the company respond?
What should be the minimum standard of care when a service goes this wrong, especially with a vulnerable passenger?
Share your thoughts in the comments below.
Answer
What a horrifying experience! A $5 credit and a halfhearted apology is definitely not enough.
Your driver’s behavior was unacceptable and potentially dangerous. You did the right thing by contacting the Uber Safety Team and reporting the incident.
You also followed the right procedure for filing a complaint with Uber and documented all communication. Your detailed account of the incident provides evidence of what happened.
Uber specifically forbids its drivers from “threatening and rude behavior.” It notes, “Aggressive, confrontational, or harassing behavior is not allowed. Don’t use language or make gestures that could be disrespectful, threatening, or inappropriate.” Your driver clearly violated that rule!
I’ve been trying to make sense of your story. Why would a driver ride around erratically? I think he probably was urgently looking for an open bathroom. At the same time, he didn’t want to lose his ride. That became increasingly difficult as your driver failed to find an open restroom. It looks like he was also having some trouble communicating with you.
None of that is an excuse for how this ended. Nor is there any reason Uber should have been so dismissive.
If Uber’s support team doesn’t help you, it’s time to escalate your case. Try emailing one of the Uber executive contacts whose names I publish on my consumer advocacy site, Elliott.org.
I contacted Uber on your behalf and urged them to review your case again. Uber issued a full refund for both rides and a $50 credit. They also assured you they are investigating the driver.
Rideshare safety
An action plan for when your ride goes wrong
During the ride: if you feel unsafe
Use the app’s safety features
Activate in-app tools like “Share Trip Status” with a trusted contact or use the emergency assistance button.
Communicate clearly and firmly
If the driver’s behavior is concerning, state your request clearly. Say, “Please pull over and end the ride now.”
Call 911 if necessary
Your safety is the priority. If you feel you are in danger, do not hesitate to call 911. It’s better to overreact than to be in harm’s way.
After the ride: reporting the incident
Report immediately and be detailed
As soon as you are safe, report the incident through the app. Provide a factual, chronological account of what happened.
Don’t accept an inadequate first offer
Initial responses, like a small credit, are often automated. If it’s not appropriate for the incident, reject it and continue to pursue the matter.
Escalate to an executive
If customer service is unhelpful, escalate your complaint to a company executive. A well-written email can often get the attention your case deserves.
Having a problem with Uber? Here are the executive contacts you need.
