Uber to Track Chronic Complainers to Prevent Unfair Driver Deactivations

By Mindy Cohn

Uber introduced new technology yesterday to protect U.S. Uber drivers and couriers who have complained of the frustration experienced from unfair deactivations caused by chronic complainers. 

The new technology was deemed necessary to protect Uber drivers and couriers from customers who consistently give bad ratings to score a refund or out of malice or bias. Until yesterday, such ratings affected the driver negatively with no chance of recourse. 

Uber has now expanded its in-app review center so drivers will have a more transparent platform should they get deactivated, including the ability to ask for a review of the decision. Drivers can even share additional evidence, such as audio or video recordings, to support their side of the claim.

The new technology was developed after many Uber drivers joined class-action lawsuits against Uber, complaining about unfair deactivations and ratings.

Uber also introduced a new tool in the app to help Uber couriers find parking. Exact drop-off doors can now be mapped, or pictures of the building can be added by the customer to help couriers locate the requested drop-off location.