[uberinland]

I picked up a rider today whose declared destination was over 90 miles from the pickup location. When when we arrived, she informed me that she was there to pick up her nephew, and that she wanted to end the ride at a third location very close to the original pickup point, so another 90+ miles in the opposite direction. I have never had a problem taking riders to locations beyond the destinations they have entered, so I did not know this would be an issue. She could not have re-entered the destination even if I had known to ask her to, anyway, because her brother had made the original request, and he and his phone were not with her.

Approximately 10 miles from the place I was going to drop her off, Uber sent me a text stating - without explanation - that they were ending the ride, and to drop my rider off at a nearby safe location. I was not going to leave a woman and an infant just anywhere, so I finished up the intended trip and dropped them off a few minutes later, on my own time.

When I looked at my earnings, I found that I had only been paid, and mileage/time had only been acknowledged, for the first part of the trip, to the original destination. I requested a review from Uber, and received this response:

We've reviewed this trip. In this case, your fare is accurate. Fares can only be adjusted for additional time and distance on a flat rate trip.

To clarify, flat rate trips are set fares between specific locations. Flat rates are typically reserved for UberBLACK or UberXL trips to and from airports in select cities.

I then sent this request for more information:

Should I not agree to take riders to alternate drop-off locations after reaching the original destination? I would like to make sure this does not happen again.

...and received this response:

Thanks for your swift response. Happy to explain here.

With regards to your concern, it's definitely okay to take rider's to alternate drop off locations as long as you did not end the trip. Don't worry, because you are still fairly compensated if that will happen again.

We appreciate your patience and understanding regarding this matter.

Hope I was able to attend your query.

I still don't understand. I didn't end the ride. Uber ended it before I could get where I was going.

Any insight?

 

[RightTurnClyde]

Fight, fight, fight!!!!! Don't give up till they pay you for the correct amount!!! Go through 50 CSR's and Supervisors if you have too. This is of course unless you are ok with uber and the pax taking money out of your pocket.

 

[Beur]

Sounds like the brother may have reported fraudulent use of his account.

The text message about dropping the pax off is a safe location is what Uber usually tells you when a fraudulent ride is discovered during the ride.

 

[uberinland]

I actually spoke to the brother on the phone during the ride, so he definitely knew about it. Do you think it might have been a payment issue because the ride ended up so long?

 

[Stygge]

Do you think it might have been a payment issue because the ride ended up so long?

I heard there's a 4 hour limit for fraud prevention. Was the ride about 4 hours?

 

[uberinland]

It was four hours and fourteen minutes into the ride when I got the email saying the ride was being ended, according to the start time in my Uber account and the time stamp on the text.

 

[uberinland]

Yes. Something happened with the payment method associated with the user's account. Either insufficient funds, or fraudulent activity.

That message means "for one reason or another, Uber ain't gettin paid, so you ain't either."

Well, they should at least pay me for the part that happened before they officially cancelled the ride. Until then, I was on their clock, insurance considerations were different...I was officially on a ride. They shouldn't be able to back out of a huge chunk of the ride retroactively.

 

[tohunt4me]

Yes. Something happened with the payment method associated with the user's account. Either insufficient funds, or fraudulent activity.

That message means "for one reason or another, Uber ain't gettin paid, so you ain't either."

BUT CHINA IS GETTING $1 BILLION DOLLARS !

 

[Stygge]

It was four hours and fourteen minutes into the ride when I got the email saying the ride was being ended, according to the start time in my Uber account and the time stamp on the text.

It is the 4 hour limit. Don't listen to anyone else.

 

[uberlift]

write back and tell them you need this issue escalated to a supervisor immediately

 

[uberinland]

I have another email in now. I want to at least be paid for the four hours before they ended the ride. They are only calling it 2 hours and 5 minutes.

Thanks, everyone. I will continue being a pest to them.

 

[Coachman]

It is the 4 hour limit. Don't listen to anyone else.

But she's saying she drove them 90 miles out, then 80 miles back at the time Uber cut the trip off. But she was only paid for the 90 miles out.

 

[ChortlingCrison]

The Coachman only rings twice.

 

[uberinland]

But she's saying she drove them 90 miles out, then 80 miles back at the time Uber cut the trip off. But she was only paid for the 90 miles out.

Yes, that's exactly it.

 

[Stygge]

But she's saying she drove them 90 miles out, then 80 miles back at the time Uber cut the trip off. But she was only paid for the 90 miles out.

Correct! That's what they based her pay on. However, they ended the trip based on the 4 hour rule.

 

[Hunt to Eat]

I picked up a rider today whose declared destination was over 90 miles from the pickup location. When when we arrived, she informed me that she was there to pick up her nephew, and that she wanted to end the ride at a third location very close to the original pickup point, so another 90+ miles in the opposite direction. I have never had a problem taking riders to locations beyond the destinations they have entered, so I did not know this would be an issue. She could not have re-entered the destination even if I had known to ask her to, anyway, because her brother had made the original request, and he and his phone were not with her.

Approximately 10 miles from the place I was going to drop her off, Uber sent me a text stating - without explanation - that they were ending the ride, and to drop my rider off at a nearby safe location. I was not going to leave a woman and an infant just anywhere, so I finished up the intended trip and dropped them off a few minutes later, on my own time.

When I looked at my earnings, I found that I had only been paid, and mileage/time had only been acknowledged, for the first part of the trip, to the original destination. I requested a review from Uber, and received this response:

We've reviewed this trip. In this case, your fare is accurate. Fares can only be adjusted for additional time and distance on a flat rate trip.

To clarify, flat rate trips are set fares between specific locations. Flat rates are typically reserved for UberBLACK or UberXL trips to and from airports in select cities.

I then sent this request for more information:

Should I not agree to take riders to alternate drop-off locations after reaching the original destination? I would like to make sure this does not happen again.

...and received this response:

Thanks for your swift response. Happy to explain here.

With regards to your concern, it's definitely okay to take rider's to alternate drop off locations as long as you did not end the trip. Don't worry, because you are still fairly compensated if that will happen again.

We appreciate your patience and understanding regarding this matter.

Hope I was able to attend your query.

I still don't understand. I didn't end the ride. Uber ended it before I could get where I was going.

Any insight?

OK, the first thing you have to understand is that Uber will NEVER side with the driver. The last thing you need to know is that Uber doesn't give a rat's rump about you. Sorry to be cold, but these are the facts.

 

[uberinland]

They fixed it! I've been paid for everything up until they ended the ride, which was practically the whole thing. Thank you, everyone, for your help. Now I know about the automatic cut-off, too.

 

[LadyDi]

Why is there a 4 hour cutoff limit... If Uber is getting paid for the trip??

 

[UberPissed]

I don't understand. You were adequately paid for your 2 hour portion. JUst thank uber for the opportunity.

 

[uberinland]

Why is there a 4 hour cutoff limit... If Uber is getting paid for the trip??

They didn't actually tell me about the 4-hour cut-off...that came from a poster above. It was actually a little over 4 hours. What Uber did say, cryptically, was "The system automatically cancels long trips when it detects a certain threshold. These trip requests are flagged as potentially unauthorized...when this happens, please let us know about it and provide the exact pickup and destination addresses. We'll recalculate the fare for you."

They left off the part where you have to argue with them through four or five emails first, but...okay.