Surge is the biggest problem with Uber.
It allows Uber to push rates down without drivers leaving en mass as the less experienced stay as they might have a good night with Surge.
It also causes bad PR due to people getting gouged and also leads to poor ratings for drivers.
Set the rates at a decent level, prob around £1:50/£1:75 per mile with a sensible per minute rate and customers know where they stand and drivers can get sensible rates.
Let's face it I can't remember there ever being a complaint about the original UberX/UberExec/UberLux rates.
Only complaints about Surge and drivers getting lost, usually on X.