Uber just emailed former riders to tell them, 'We have fallen short'


Well-Known Member
Chris Ratcliffe/Bloomberg via Getty Images

Uber wants former customers to know it's aware it let them down - and that it's trying to improve.

In an email sent to riders in New York City on Friday, the new-age taxi company "failed to prioritize" its various stakeholders. And it laid out some of the "radical" changes it's making to revamp its workplace.

"In expanding so quickly, we failed to prioritize the people that helped get us here," Uber said in the email. "Ultimately, the measure of our success is the satisfaction of our riders, drivers, and employees - and we realize that we have fallen short."

The email was sent to Uber customers in several of its markets who hadn't taken rides recently, according a person familiar with the situation.

The move is likely a bid to win back riders after a tumultuous first half of 2017.

The year kicked off with more than 200,000 customers deleting their account in reaction to the #DeleteUber movement. After a former employee wrote a blog post detailing the sexual harassment and gender bias she allegedly experienced at the company, Uber launched an investigation into its workplace. Later, company CEO Travis Kalanick was caught on video arguing with an Uber driver over pay.

On Tuesday, the crises came to a head when former US Attorney General Eric Holder and his firm released the results of their investigation - a set of 47 wide-ranging recommendations meant to overhaul the company's culture. On the same day, Kalanick, announced plans to take and indefinite leave of absence from the company.

In its note to riders, Uber acknowledged there's more work to be done. Here's its full apology to customers:

As a company, we have faced some hard truths. In expanding so quickly, we failed to prioritize the people that helped get us here. Ultimately, the measure of our success is the satisfaction of our riders, drivers, and employees - and we realize that we have fallen short.

After a report of inexcusable workplace harassment surfaced earlier this year, our board and senior leadership took immediate action. They asked former U.S. Attorney General Eric Holder and experts from the law firm Covington & Burling to conduct a thorough investigation. After four months of review, this week they released their report, which you can read here.

Today, we are ready to embrace radical change. Uber's board has unanimously accepted all 47 recommendations from the Covington Report and has begun to put them and others into action. We are committing ourselves to the following:

  • Increasing accountability.Accountability is not a one time thing. We're creating an Ethics and Culture committee to oversee the actions of our company and our leaders. We have also instituted a 24/7 support line so that any employee can feel safe reporting unprofessional behavior.
  • Changing leadership. An independent board chairperson will be appointed along with additional independent board seats. The first of which has been filled by Nestle's former CFO Wan Ling Martello. Liane Hornsey who came onboard in January as our Chief Human Resources Officer has taken on the task of improving our workplace culture while Frances Frei, Harvard Business School Senior Associate Dean, joined Uber as SVP of Leadership and Strategy in June.
  • Focusing on collaboration and empathy. We're overhauling our cultural values to reward collaboration and to foster a workplace that is inclusive rather than contentious. We believe empathy is not a goal in itself, but one that will help us build products that put our customers' needs first.
  • Empowering diverse perspectives. We're committing to hiring a diverse workforce and will be appointing a Chief Diversity and Inclusion Officer to oversee new policies.
The past several months have compelled us to redefine who we are and who we want to be as a company. We are proud of our thousands of employees across the globe, who are committed to serving our riders and drivers. As a group, our dedication to our mission remains strong. You can hear from employees in thisvideo.

There is still more work to be done, but we are confident that we are taking the first steps to becoming the company you deserve.

-Your New York City Uber Team

Susan Fowler says Uber’s apology to former riders is ‘all optics
Last edited:


Well-Known Member
Not a thing said about the fact that their drivers with few exceptions hate the company, the passengers, the work ethic, the pool, the uberwalas, the culture and most of all the lack of appreciation$$.

More diversity? I am one of few white men that drive for uber within a 10 mile radius in my suburb. In the city i am also one of few within a square mile. What does this mean? They want more white drivers? These people are absolutely inept.


Well-Known Member
No email to drivers as well with an apology? And in the Year of The Driver ? Who would of thought.
Dear Driver --

As I am sure you are aware, the Oakland Raiders are relocating to Las Vegas next year. Regrettably, this means that I will no longer be able to drive across the bay to Oakland to see the games. Expenses will increase as a result - the chartered corporate jet to/from Las Vegas, the limousine to/from the airport (You think I'm goiug to use UberSelect? Ha! I know what you f***ers think of me!), as well as the hotel, food, drinks, and other miscellaneous expenses (strippers and hookers).

Consequently, it is my distinct pleasure to announce a change in corporate policy. Effective immediately, all Uber drivers will be required to work 154 hours per week. This will allow you 2 hours per day for vehicle maintenance, food, bathroom breaks, and what little sleep you can manage.

While some may object to this radical change in policy, I feel that if we all work together as a team, that I can have a wonderful life at your expense.

Now get to work.

Much love,
Travis K.



Well-Known Member
The fight to win the drivers will kick off sooner than it had originally been estimated. Venture capitalists are not going to pour cash to get burned tine and time again ; this easy cash has been the lifeline for the arrogants at Lyft and Uber HQ.