I picked up a young savvy Rider, who was traveling to a friends apartment, to watch a Penquins Hockey game. We were heading south on 1-270 on the west side In a construction zone. Engaged in conversation, I was in the wrong lane as we approached the exit ramp, and heavy traffic prevented me from making the exit. As we passed the ramp, Shane saw my Navigation reroute. His 6 minute ETA shot up to 11 minutes. I told him we could get his fare adjusted, (but I had never done that yet!) So when we arrived at the destination, he asked about the adjustment. I opened, account/ help/Trip issues and refunds/other, ( the cookie cutter pulled downs did not cover my issue). It did show the calculated charge was currently over $11, (already). Then in the “describe your issue” text box, I simply asked “Can we reduce this by half?” Then I submitted the issue. Shane indicated that “half” would be OK. I did not know how soon he would see the adjustment, but I told him to expect to see it in his application notifications. I had read, or seen, that resolutions could be resolved within 24 to 48 hours. I was amazed that within 10 minutes, I had a new “message from support” which said one of my fares was adjusted. The fare had been reviewed, and evidently, they used the start and end waypoints, and rerouted the trip, perhaps as originally charted, and the new charge, or payout to my account, was now $6.16, no longer over $11. I was surprised how quickly this adjustment came back. And, I assume, my rider also saw this new adjustment in his account notifications, as quickly. There was also a follow-on email that hit my inbox which showed I can continue this support “conversation” thread by further reply to the email, ( which I did “after hours” from my desktop – providing more detail on what transpired, and expressing my gratitude for the quick settlement.) Overall, I had to trust I could make an adjustment to the fare, before I knew how to do it. The resolution was based on route history, and the ability to re-create perhaps, the original route, which is fair. My suggestion to support was to reduce the fare by “half”, their solution was to reduce the rate by a better route. Their initial message suggested that either the start, or end point, was perhaps mis-entered. I have yet to see whether they posted a different route map to my account detail, maybe just the start and end points. Just know, or learn, that their route resolutions will be made using rerouted or revised prospective trip detail. – based on “re-routing” or reviewing the course taken vs course projected.
Columbus Uber Driver 