Most common Uber complaints in South Africa

Uber and similar ride-sharing apps are an invaluable tool for many South Africans, yet the system is not without its flaws.

The e-hailing service can deliver a very mixed experience, owing to how its drivers are independently contracted, and therefore operate their own hours using their own cars.

Common complaints

One of the most common Uber complaints in South Africa is trips that are cancelled by the driver after they have already been ordered, a News24 report has shown.

Many of the cancelled trips are for brief journeys of roughly 5km or less and are usually centred in metropolitan areas like Cape Town and Johannesburg, leading many people to believe that drivers are rejecting shorter trips because they are less profitable.

The company is aware of the issue but stated that its drivers are able to pick and choose their journeys at will.

The time of day and load-shedding schedule can also play a big role in cancelled trips, as many drivers wish to avoid taking a short fare that will lead them through a built-up area at rush hour, or when the traffic lights are out.

The phenomenon became much more noticeable following the Covid-19 pandemic when inflation levels first began to rise to the record levels they are at now.

The repo rate is currently at its highest point in over a decade, while interest rates have seen no less than 10 consecutive hikes in the last financial cycle, which is leading to much higher operating costs for individuals and businesses alike.

Fuel prices are also at record highs, with petrol going as far as R23 per litre in May, which is naturally having an impact on the cost of transportation services.

While Uber cannot force its contractors to follow through on every request they receive, the company runs an incentive programme which rewards drivers for completing a certain number of trips every week, which helps to discourage cancellations.

A few of the more general complaints that users have typically have to do with the level of service provided, such as a rude or unprofessional driver, late pickups, dangerous driving, or a messy car.

For issues like this, Uber recommends that individuals use the app’s rating system to leave a negative review of the rider in question.