Angry riders flame Uber for implementing wait-time charges for tardy passengers

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Private-hire vehicle service provider Uber has come under fire for introducing new wait-time charges for passengers who make drivers wait for them above a certain time.

According to the new policy, riders will be charged a minimum of an additional 20 cents per minute, after the first three minutes, that their driver waits for them to board. The charge varies across Uber services.

Charges only apply to uberX, uberXL, UberEXEC and EXECLarge, at this point. Services like uberPOOL will not be impacted.

Although Uber has said that the policy is meant to encourage passengers to book their rides when they’re ready, netizens have taken a different view and have excoriated the group online since the move benefits drivers at the expense of riders.

Riders who have had the experience of having to wait for their drivers who arrive later than the indicated time are especially peeved at the new move. In response, Uber has assured riders that the timer is set to only start when the driver is close to or at the pickup location:

“To ensure that riders are not unfairly charged when the drivers are not at the pickup location, we have set the timer to begin only when the driver is at or very close to the pickup location. If the driver is not at or very close to the pickup location, you will not be charged for the wait time.”

Despite this clarification, riders predominantly remain angry at the policy and have expressed their displeasure on Uber’s Facebook post introducing the move:

Unfortunately, frustrated customers who wish to switch to Grab may be in for an unpleasant surprise: the Uber rival also charges late fees for tardy passengers. Customers who take more than five minutes to board their Grab rides will be liable to pay an additional $3 for every extra five minutes the driver is expected to wait.

Our aim is to give our riders and driver-partners a smooth Uber experience, every time. To ensure that our driver-partners get their due for the time spent on the road, we're introducing wait-time charges.

Posted by Uber on Tuesday, 3 October 2017

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37 comments

  1. You ppl whining about covering for late charge and why not penalty goes to driver is like questioning the need for woman charter …. so pretty women don’t molest or rape men ?

  2. What do you have to fear if you ain’t the constant late comer ? The reason for this implementation is to thanks some of this mother fockers assholes that always like to make driver wait while they take their own sweet time to prepare . Look private hired and limousine service is different … I will not be discourage to book with private hire as I always book only when I reach the pick up point . It is much better for the passenger to wait for the car rather than the other way round !!!

  3. Ken Lim says:

    What about the wait time passengers have to endure for late drivers?? when We cancel after 5 minutes we get charged despite the fact the driver is the one who was late.

    1. Ken Lim I do agree with Barry Allen. I cannot see any reason for people to book a taxi and make driver wait for them. People are making a living out of it. Driver, on the other hand have less reason to be late on purpose. It does not really cut both ways like you say.

    2. Ken Lim says:

      Barry Allen Dude it cuts both ways. Chill. You will be surprised what some drivers do. Have u actually used the service as a customer or u just one of the cussing drivers??

    3. Look pal , you think the driver benefit anything when he purpose take his own fxxking sweet time to go to your place ? Trip is charge according to flat rate …. moreover do you think u are in control with the traffic condition ? Passenger are in total
      Control of their time on the other hand

  4. Billy Tsy says:

    Things work both ways. Either passengers or drivers can be late. Only one end is charged. Sound familiar. Either way, both passengers or driver won’t get to gain. Who gain most? Fuel tax erp coe and many most transport related value add items. Lol

    1. Andrew Koh great because no one cares ….so you mean to say the driver who is your daddy mummy , wife or hubby , best friend or scandal is never late from picking you ?
      Just because they are private hired doesn’t mean they are riding a rocket ?

    2. Kelvin Low Kok Hoe lame excuse …. why can’t u book while on your way down even when you reach the lobby ? Because you don’t wanna wait , so instead u make the driver wait ? Isn’t it karma ?

    3. Andrew Koh says:

      Ah Tan That’s what I ALWAYS do. But ETA of 3 mins became 15mins, then cancelled when I tried telling driver the short cut! Never mind, got other options now.

  5. Facebook Profile photo
    Kah Hock Tan ( User Karma: 0 ) says:

    Look for free transportation if you cannot afford to use Uber service. Think of MRT or bus services as we have very good net work
    in travelling. Commuters should understand that they are providing cheap means of transportation for the poor. Their business model is robbing the rich to help the poor (ROBIN HOOD)

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