Abusive practice: Uber and 99 drivers offer rides outside the app; see how to report it

Ride-hailing apps are very useful these days. In addition to being popular and available on millions of cell phones, they make life easier for those who want to get to a destination more quickly and comfortably.

However, trips are often cancelled by the driver, leading passengers to become irritated and looking for other transport.

This event often occurs in high-demand areas or areas with heavy traffic leading to the departure point. As a result, some drivers take advantage of the situation and offer abusive rides as if they were part of the platform, but without the same security and being able to charge whatever they want.

Therefore, it is necessary to report these drivers, which can be done directly on the apps or by calling. If you don’t know how to make this complaint, we can help you! Read on.

How do I report drivers who offer rides ‘outside’ the app?

This practice of auctioning rides outside of apps has generated complaints from Uber and 99 users, the two main apps in this market in Brazil.

Some drivers offer rides for lower prices when they see a passenger’s call being rejected, but when they arrive at their destination, they charge an abusive price.

Procon-DF has already stated that there have been around 20 complaints of undue charges on Uber and four on 99 this year alone. However, these platforms encourage reporting of the practice and provide customer service channels to assist in this action.

99 stated:

“Behaviors like this go against the app’s Terms of Use and must be reported immediately to 99 via the app or via the Security Center, at 0800-888-8999, so that appropriate measures can be taken, including blocking the app driver.”

Uber also warned users and explained that trips made outside the app cannot be covered by the company’s insurance. Therefore, the best thing to do is not to accept the rides and report the driver who tries to offer this.

Step by step guide to reporting on the Uber app

1. Open the application and go to the “Account” tab;
2. click on the “Your trips” option;
3. select the trip you wish to claim;
4. report the problem that occurred with you.

Complaints on 99

1. Open the app and click on the three bars in the top left corner;
2. access the “Races” option;
3. search for the race you want to complain about;
4. drag the screen to the “Help” section;
5. choose the option that describes what happened.

It is worth remembering that these options are for complaints from drivers and rides requested on these platforms. Therefore, avoid getting into unknown cars that are not registered on the apps. In addition, it is possible to contact the authorities if necessary.