Uber launches 24-hour hotline for passengers and drivers following pressure from TfL
Ride-hailing app Uber has launched a 24-hour hotline for drivers and customers following pressure from Transport for London (TfL) which revoked its licence last year.
TfL took away Uber's licence on the grounds it was not a "fit and proper person" to hold a licence in the capital. The transport body took issue with Uber's approach to safety and regulation, including insufficient background checks on its drivers and its refusal to report criminal incidents to the police.
One of TfL's criticisms was that Uber did not have a 24-hour booking line. After initially refusing to introduce a one it changed tack as part of its campaign to overhaul its image and get TfL on side.
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Passengers and licensed drivers will now each have their own dedicated phone support lines staffed 24 hours a day, 7 days a week. It can be used to report low-level incidents such as lost property and incorrect cancellation fees.
However, customers should still call 999 in an emergency or 101 for non-emergency situations that require help from the police.
Uber's UK general manager Tom Elvidge said: “Our new 24/7 phone line is the latest in a series of improvements we’re making for both passengers and drivers. This follows the new app we’ve introduced for drivers, as well sickness, injury, maternity and paternity protections. We always want to offer the best possible service so we’re going to keep listening to customers and make further changes based on their feedback.”
Other changes introduced by Uber following the licence clash with TfL include actively reporting serious incidents to the Metropolitan police and and introducing driver hours limits.
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