Uber is using new technology to spot customers manipulating ratings for refunds, addressing unfair deactivations, and ratings for drivers.
“We have heard from drivers and couriers that they sometimes feel like Uber sides with customers, especially when it comes to complaints that cause them to lose access to their account,” the company said.
“We strive to promote safety for everyone who uses Uber—but the reality is that people sometimes make false accusations, often with the intent of getting a refund from Uber. While we may take action to remove these customers from the platform, we know there are still underlying concerns about these reports.”
Additionally, the ride share company said it’s broadening its review center, enabling drivers to request reviews and submit evidence for account deactivations, including audio or video recordings.
In collaboration with LabCorp, the company will cover the cost of drug tests for drivers accused of drug-impaired driving, regardless of the test results.
Uber stated that “Allegations by these customers will not be considered in drivers’ ratings or deactivation decisions.”