I see hundreds of emails each week, usually with many different questions and comments, but one recurring theme is how Uber and Lyft treat really good, veteran drivers. Drivers with high ratings who have given thousands of rides then, for some unknown reason, receive a nastygram email from Uber or Lyft threatening deactivation. It’s frustrating and can be alarming, but what can drivers do about it? Today, RSG contributor Jay Cradeur outlines what can trigger these deactivation emails, what drivers can possibly do, and how Uber/Lyft can improve.
As a veteran driver, I have given over 7,500 trips with Uber and 6,500 trips with Lyft over 21 months. I also have a 4.9 rating with both platforms, which stands to say I’m exactly the type of driver Uber and Lyft should want to keep around.
Yet, when a customer makes any kind of negative comment, Uber and Lyft send out rather nasty and disparaging emails. When I get an email that has the words “Permanent Deactivation” in it, I get upset. I drive full time to earn money to support my family and me. I take it seriously. But none of this seems to matter to Uber or Lyft. They consistently take the side of the passenger. It seems like we as drivers are guilty until proven innocent.
It’s unpleasant as a professional driver who does this to support my family, which makes it hard to like Uber and Lyft sometimes. I’m not the only one to experience this frustration, though. Today, I’m going to cover the situations for which I received the unfriendly emails (that I like to call nastygrams), what drivers can do, and how Uber/Lyft should address these problems.