A rider let us know that you called them unnecessarily before or after a trip. There is no need to call the rider in most circumstances; the Uber app handles most communication for you. When you arrive at the pick-up location, we recommend you wait 5 minutes before calling the rider. In our experience, drivers who call excessively are rated poorly as riders view it as annoying and unnecessary.

How can I improve? 

The best way to avoid an such complaints is to only call the rider in necessary situations

Examples of when to call:

  • You’ve waited for more than 5 minutes at the pick-up location 

  • You’re delayed more than 5 minutes due to unforeseen circumstances (e.g., traffic, accident, road closure)

  • You need to confirm the location if it’s in a crowded/public area (e.g., after sports game, at the airport/mall, if the location is not in a driving zone)

Examples of when NOT to call:

  • To let the rider know that you have just arrived at the location. The rider automatically receives a text as soon as you press the ‘arriving now’ button to notify them that you’ve arrived. Also, riders do NOT have to be waiting outside; we recommend that you wait 10 minutes before canceling a trip

  • When the pick up location looks different than the rider location. Generally, you should follow the passenger icon (the blue dot) on the map rather than the address. If these locations look drastically different, you might want to call and clarify

  • After you’ve received a trip request, to confirm the rider has requested a ride or to let them know you’re on your way


Watch the video below on tips on when to call your riders 

Note: we expect some negative feedback over time for all our partners as this is the nature of the business! 

If you believe you received this complaint unfairly, don’t worry. We’ll only take action if we see a pattern of undesirable behavior. Again, the purpose of this message is to provide you constructive feedback to help you improve.