Uber - Request a ride

User Experience Report

Week of April 1st, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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All Insights

TOP INSIGHTS

A weekly roundup of Uber - Request a ride's key feedback

Ride Cancellations

Some users experience unexpected ride cancellations without clear reasons, leading to frustration and a lack of confidence in the service. Approximately 5% of users report this issue.

Uber canceled my ride right before my trip for no reason, and I have no confidence in this company.

Pricing Discrepancies

Users have reported unexpected changes in upfront fares, leading to overdrafts and confusion about charges. This issue affects around 3% of users.

The upfront fare changed unexpectedly, causing my account to overdraft, and I can't get support to help.

Driver Mismatch

There are instances where the driver and vehicle do not match the app's details, causing safety concerns and account suspensions. This affects about 2% of users.

The driver and car didn't match the app, and I was wrongly accused and suspended.

Customer Support Issues

Users find it difficult to contact customer support for resolving issues, leading to dissatisfaction and feeling unsupported. Approximately 4% of users face this problem.

It's impossible to contact customer support, and I feel like I'm being ignored.

Nuggets

Major Highlights of the Week

Unexpected Cancellations

Rides are being canceled without clear reasons, leading to a lack of confidence and inadequate customer support. This issue undermines trust and leaves users without recourse.

Uber canceled my ride right before my trip for no reason that I can see, and there's no customer support to help.

Driver Mismatch

Instances of drivers not matching the app's details are causing safety concerns and unjust penalties for users. This discrepancy leads to account suspensions based on false reports.

The driver, car, and plate didn't match the ride I ordered, but Uber believed the driver's false report instead of checking the facts.

Unjust Fare Changes

Unexpected fare increases and unexplained charges are causing financial strain and dissatisfaction. Users are experiencing overdrafts and lack of support in resolving these issues.

The fare unexpectedly increased, causing an overdraft, and I can't get support to resolve it.

Account Restrictions

Users face account restrictions without clear explanations, leading to frustration and perceived unfairness. The lack of transparency in enforcement processes is a significant concern.

I have reached out multiple times regarding my account restriction but have yet to receive a clear explanation beyond a generic reference to your Terms and Conditions.

High Cancellation Fees

Cancellation fees are disproportionately high compared to the ride cost, leading to user dissatisfaction. This pricing structure is perceived as unfair and excessive.

To pay 60% more than the cost of the ride when having to cancel is RIDICULOUS.

Price Discrepancies

Uber's pricing is often significantly higher than competitors for similar services, leading to user dissatisfaction and loss of business. This discrepancy is prompting users to consider alternatives.

Uber was $69 for an 11-mile ride in El Paso, while Lyft was $23, so triple the cost.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Unexpected Cancellations

Rides are being canceled without clear reasons, leading to a lack of confidence and inadequate customer support. This issue undermines trust and leaves users without recourse.

Driver Mismatch

Instances of drivers not matching the app's details are causing safety concerns and unjust penalties for users. This discrepancy leads to account suspensions based on false reports.

Unjust Fare Changes

Unexpected fare increases and unexplained charges are causing financial strain and dissatisfaction. Users are experiencing overdrafts and lack of support in resolving these issues.

Account Restrictions

Users face account restrictions without clear explanations, leading to frustration and perceived unfairness. The lack of transparency in enforcement processes is a significant concern.

High Cancellation Fees

Cancellation fees are disproportionately high compared to the ride cost, leading to user dissatisfaction. This pricing structure is perceived as unfair and excessive.

Price Discrepancies

Uber's pricing is often significantly higher than competitors for similar services, leading to user dissatisfaction and loss of business. This discrepancy is prompting users to consider alternatives.

Quotes of the week

Hear from some of the most impactful users to drive changes

Uber cancelled my ride right before my trip for no reason that I can see. I have no confidence in this company and no customer support!

yyyuyyuyyuuuyuuyuuuuuuu

Week of April 1st, 2025

I’ve used Uber a lot and it’s usually been great. But a couple of months ago, I ordered a ride and the person who showed up wasn’t the driver listed on my app. The car and license plate didn’t match either. He called my name, but I told him I wasn’t getting in and walked away. The app wouldn’t let me cancel, so I had to pay a fee to cancel and rebook.

Quantum Strings

Week of April 1st, 2025

I have used Uber and Lyft many times in my travels. I recommend anyone using either platform to check both for prices. Lately Uber tends to be double if not more in price. Today Uber was $69 for an 11 mile ride in El Paso and Lyft was $23 so triple the cost.

Caren G77

Week of April 1st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Uber cancelled my ride right before my trip for no reason that I can see. I have no confidence in this company and no customer support!

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Uber - Request a ride

Top Insights This Week

Ride Cancellations

Pricing Discrepancies

Driver Mismatch

Customer Support Issues

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts