This archive report was first published on 15 July 2019.
July 15, 2019 - In a bid to protect its drivers from unruly customers, Uber has introduced a new rider quality system that will blacklist Kenyan riders who consistently receive poor evaluation from its drivers.
The move follows a myriad of complaints from drivers over unruly customers who make their job harder to execute.
According to Uber, the unruly behaviour can include asking the driver to break the law, causing damage to the vehicle, using inappropriate language, and clashing with a driver due to bad behaviour.
Under the new policy, badly behaved customers will receive a warning and be guided on how to improve their rating. However, if they continue to get bad feedback from drivers after warnings, the next step will be to temporarily suspend the account for one week and if there is still no improvement, face the possibility of full deactivation.
Uber Country Manager Brian Njao said, 'We have recently updated our community guidelines which extends the same behavioural standards to the riders that we have for drivers and we will be notifying a small number of riders that their behaviour needs to improve or their access to the app could be removed — which is already done with drivers.'
