In most situations, I use Uber instead of a cab. It’s just more convenient, and the mobile app makes communication for where and when I can get picked up vastly superior to any taxi option I know of. (By the way, do you think if taxi companies had started developing mobile apps 10 years ago, there would have been an opportunity for Uber or Lyft to eat their lunch for passenger delivery?) So I get dropped off, say thanks, and head to my destination. I get the receipt from Uber, and I go into the app to rate the driver and leave a tip.
This driver made no attempt to help me with bags or to even open the back hatch for me. So I rated him a 4 out of 5 and left an OK tip, though not the amount I would normally leave. I received a secondary email from Uber thanking me for rating and tipping the driver and providing an updated receipt. All very professional and prompt. A couple of hours later, I received another email from Uber saying there was an “adjustment” to my ride and $13.84 had been added. Hmmm. There was no explanation for this adjustment, so I used the provided and easy-to-find “Contact Us” and asked why I was charged the additional amount.
Uber responded right away and said the driver had submitted a new claim that there were multiple passengers in the car and revised the trip on his end, raising the fare. First, I thought this was a little weird—I don’t recall ever paying differently for an Uber trip based on the number of passengers. But more importantly, I was the only passenger on this ride. I contacted Uber support again and gave my side of the story. Again, I received an immediate response and, more importantly, an immediate refund, without question. This new email contained the information that the driver had claimed four passengers. I informed Uber that I was the only passenger. They thanked me for the information and said they would follow up with the driver with this new information.
So did the driver feel I gave him an undeserved bad review? Did he feel that I under tipped? Regardless, his actions tell me he thought I wouldn’t pay attention to the amount change and would just move on. I’ll bet a lot of busy travelers don’t pay that close attention. I sure hope not many Uber drivers are like this one. If Uber follows up and disciplines him, then they are doing the right thing to maintain quality control over the customer experience.
Here’s the main point: I received very respectful, timely, and professional support from Uber. It cements my respect for their company and increases the likelihood I would continue using them. Mistakes happen all the time—support like I received from Uber does not. What is your organization doing to ensure you are thrilling and delighting your customers, even when something goes wrong?