It is uber's fault. The passengers don't know or at least don't want to know that the eta is just the driving time. For them it is like a taxi, your taxi will arrive in 10 min, even it is just few blocks away. They think, ok I have to wait for a car 10 or 15 min. We expect them to appreciate our effort to come there, but they have no idea where we are coming from, excepts very proficient uber users.