Feedback Response Center

Respond to low ratings and request reviews

Low Ratings (≤3 stars)
5
Eligible for response
Pending Reviews
1
Awaiting admin decision
Approved Responses
1
Visible to riders
Response Rate
60%
Of low ratings

Response Guidelines

  • •You can respond to ratings of 3 stars or below within 30 days
  • •Responses must be professional and factual. Avoid emotional or defensive language
  • •All responses are reviewed by our moderation team before being published
  • •Approved responses will be visible to the rider and may influence rating review decisions
Lisa K.
2024-03-14
Downtown to Airport - $45.50
Rider Feedback:

The ride was okay, but driver seemed distracted and took a longer route than necessary.

Mark R.
2024-03-10
Under Review
Hotel to Convention Center - $18.75
Rider Feedback:

Driver was late and the car was not clean. Not a good experience.

Your Response:

I apologize for the experience. I was delayed due to an accident on the highway that blocked traffic for 15 minutes. I notified the rider immediately. Regarding cleanliness, I had just completed a thorough cleaning before this trip.

Submitted: 2024-03-11
Jennifer W.
2024-03-05
Approved
Residential Area to Mall - $22.00
Rider Feedback:

Driver cancelled on me after I waited 10 minutes. Very unprofessional.

Your Response:

I had to cancel this ride because the pickup location was in an unsafe area with no street lighting at night. I contacted support immediately to explain the situation. The rider was refunded in full.

Submitted: 2024-03-06
Admin Note:
Response approved. Safety concerns are valid reasons for cancellation.
Tom S.
2024-02-28
Rejected
Airport to Hotel - $38.50
Rider Feedback:

Driver was rude and refused to help with luggage.

Your Response:

I offered to help with luggage but the rider declined. I was professional throughout the trip.

Submitted: 2024-03-01
Admin Note:
Insufficient evidence to support claim. Response does not address rudeness allegation.
Sarah M.
2024-02-25
Office to Restaurant - $15.25
Rider Feedback:

Music was too loud and driver was talking on the phone.