A passenger let us know that you never picked them up but they were charged for the trip. So we assume that you picked up the wrong rider. Since this is a frustrating experience to the original rider, he/she's likely to give the ride an "1 star" rating.   

How can I improve? 

Ask the rider their name before they enter the car. For example: 

GOOD: "May I please have your name?"
GOOD: "What is the name of your requested Uber partner?"
BAD: "Are you Sally?" 

The last example is bad because anyone could claim to be Sally and claim a free ride.


Watch the video below for more tips on avoiding "wrong rider" complaints

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.