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"Clint" in the Philippines

PreferLyft

New Member
This is long: I'm sorry...

I don't really know how to handle this. I was dealing with "Clint" from the Philippines regarding a trip I attempted to take.

Here's what happened. I work on Amelia Island. I got off work and went available. I immediately received a trip with 5.0x surge that was approximately 20 minutes away. I drive all the way to them, and they get in the car, I start the trip, and the wife says "I want to stay." The husband says ok and they get back out of the car. I just started the trip, so I ended it immediately and the app told me the trip was too short and asked me if I wanted to cancel. I chose yes and it asked for a reason. I chose rider requested cancellation.

Ok....so a month before this I was going to pick someone up and they called me and asked me to cancel for them so they wouldn't be charged. I chose rider requested again, and called Uber up and they told me I indeed deserved a cancellation fee since the rider is the one that requested it.

Skip to last night and that didn't happen and they refused to give me anything at all. Even after I just drove 20 minutes to pick them up, the rider said they didn't want the ride.

Clint wasn't very helpful. I was on the phone with him for an hour and 8 minutes trying to get this solved. I asked to speak to a manager, that I could hear him talking to in the background and he told me there was no manager and he was the highest representative there. THEN he finally admitted there was a manager, they just weren't available. Then finally toward the end of the call, he said a manager would contact me tomorrow. I then said "ok, so you're telling me, on this recorded line, that your manager will contact me tomorrow?" He said..."maybe he will call you tomorrow."

That's insane. Absolutely insane. At that point I became so frustrated with his handling of the situation that I told him I didn't care about the money anymore because clearly they were going to screw me out of that but that I wanted to file a complaint against him because of his horrible customer service and inability to explain why I would get the credit one time and not another.

There is no consistency.

So question.....how do I handle this in the future so I get paid at least SOMETHING for driving 20 minutes to pick someone up?

Clint kept telling me I only waited 2 minutes before cancelling which is why I didn't get the credit. But I was explaining to him that the request happened at 12:46am and I cancelled it at 1:07am. So there was a whole 21 minutes before it was actually cancelled.

I explained to him that Uber is creating a big loophole for passengers to get out of rides if they don't want them. Just let the driver show up, then tell them they don't want the ride. The rider has no other choice but to cancel. How do you handle this?
 

HeyJoe

Active Member
Never ever cancel the trip for a customer. If they want it cancelled, wait out the five minutes at the point of pick up, then cancel as a no show. If you cancel the trip, you open yourself up to no money. If they do and you're already there, you get the cancellation fee. If you wait out the five minutes and then cancel, you get the cancellation fee. It's business, it's not personal. !!
 

PreferLyft

New Member
  • Thread Starter Thread Starter
  • #3
Never ever cancel the trip for a customer. If they want it cancelled, wait out the five minutes at the point of pick up, then cancel as a no show. If you cancel the trip, you open yourself up to no money. If they do and you're already there, you get the cancellation fee. If you wait out the five minutes and then cancel, you get the cancellation fee. It's business, it's not personal. !!
It's somewhat personal when this Uber dude was NO help and was rude.

I appreciate the info. From now on I'll tell the customer that THEY have to cancel. These people were cool. They were like, hey man we're so sorry, charge us anyway. So they were all about paying the fee. So now I know that I have to tell them to charge it.

How would you handle someone calling you up and asking you to cancel while you're on the way to get them? Jus tell them no?

Thanks for your response.
 

RoWode12

Well-Known Member
Don’t ever do anything a customer asks if you, unless you are being fairly compensated for your time and effort.

Besides, half the time the pax complains and gets their canx fee refunded—you get to keep your money. It’s never your problem.

Always
Be
Compensated.

No: waiting, drive thrus, stops, cash exchanges, trips off the app, etc.

*****Also, I NEVER ANSWER THE PHONE, unless I feel it will benefit me, (ie gate code, directions, etc.) ****

If they are calling, 99% of the time the trip will be a PITA. They will usually be rushing you or demanding something extra.
 

Pb0397

New Member
I had a long pick up fee on New Year’s Eve with the 5Xsurge so when I pick them up they were only going a mile away so the mileage and time for the trip was around a dollar and they gave me $5.09 for the surge plus the long pick up fee which was like three dollars so I made 9 dollars on the trip and they didn’t include a minimum fare supplement What should have been $3.43 times 5 eventually told me they would reimburse me the money but never did.
 

reg barclay

Well-Known Member
Moderator
Clint kept telling me I only waited 2 minutes before cancelling which is why I didn't get the credit. But I was explaining to him that the request happened at 12:46am and I cancelled it at 1:07am. So there was a whole 21 minutes before it was actually cancelled.

I explained to him that Uber is creating a big loophole for passengers to get out of rides if they don't want them. Just let the driver show up, then tell them they don't want the ride. The rider has no other choice but to cancel. How do you handle this?
Clint means that you only waited 2 minutes at the riders location. In order to get a cancellation fee when you cancel, you need to have waited 5 minutes at the riders location. I wouldn't blame Clint for this, he is correct according to Uber's rules. It's possible they might have paid you previously in a similar case, as a courtesy or one off. If such a thing happens again in future, tell the rider you can't cancel till 5 minutes after you arrived at their location, but that they are free to cancel it themselves before that. If a rider cancels more than 2 minutes after you accepted the ride, then you get paid. So in your case, had the rider cancelled instead, you would have got paid. In future just have in mind these two general rules:

Rider cancels two minutes after driver accepts ride = Driver gets cancellation fee.
Driver cancels five minutes after arriving at riders location = Driver gets cancellation fee.
 
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JaxUberLyft

New Member
Make them / wait until they cancel. They can't request another ride until they do.

And yeah, don't drive 20 minutes to a pickup.
 
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