Like many, Case said one of the main reasons she began using Uber instead of taxis was because Uber’s tracking system helped her feel safe.
“I’m 50 years old now, so I don’t really expect to be sexually harassed, but you just have that muscle memory as a woman being in a strange car of what could happen,” she said.
Melbourne Airport has instituted new pick-up zones for Ubers. Credit: Aaron Francis
In messages seen by The Age, it appears Uber’s only responses to Case’s report came from an automated chatbot. A later message warned that her complaint could “permanently result in losing access to the app”.
“We take the welfare of our riders and driver-partners very seriously here at Uber so we hope you can understand our position,” the message read.
A spokeswoman for Uber told The Age the message was sent to Case in error and was not intended for her.
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“Uber sincerely apologises for this error,” the spokeswoman said. “At Uber, rider safety is paramount, and we have robust technology and features to improve safety before, during and after every trip. However, for these features to be effective, riders must ensure they’re in the correct vehicle by verifying trip details in the app before getting in.”
The spokeswoman said passengers should not enter an Uber vehicle without verifying it beforehand with details provided in the app, including confirming the driver’s photo, number plate and vehicle type, or with the PIN code at Melbourne Airport.
“If details don’t match, they should report it to Uber’s on-the-ground team at the airport, to the airport security, or via the help section in the Uber app,” she said.
Uber introduced a PIN system at Melbourne Airport in 2021. In May, Melbourne Airport moved the pick-up location for taxis and Ubers so that zones are located side-by-side at Terminal 1 for Qantas flights and Terminal 2 for international flights.
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A spokesman for the airport did not comment when asked if Uber paid a fee for the new pick-up location, but said the move was part of “improving customer choice across the airport precinct”.
“The safety and security of passengers and staff is Melbourne Airport’s top priority,” he said.
“Compliance with Uber’s systems and procedures is a matter for Uber and Safer Transport Victoria, and we will support their efforts to resolve this issue.”
Case said she was frustrated by both Uber and Melbourne Airport’s responses to her experience, as it appeared “they did not give a shit at all”.
“It seems like it wouldn’t be that hard for the people running the queue at the airport, instead of just waving you into the car, to tell you to check your PIN with the driver before you get in,” she said. “And to make sure the drivers don’t take people’s luggage until they have a PIN.”
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