If you run into a situation where a trip needs to be cancelled, should you cancel it or should your passenger?
It depends on the situation. If you cancel the trip, it will affect your cancellation percentage and if that gets too low, you can be deactivated. If they cancel the trip, they will be charged a cancellation fee.
As a driver, for UberX, you should wait for at least 5 minutes before cancelling the trip. With UberPOOL, the wait time is 2 minutes. It may still affect your cancellation percentage but you will get paid the customer’s cancellation fee minus the Uber fee and you won’t waste your time. The other passengers for UberPOOL won’t have to wait as long a well.
When a passenger wants to cancel, make sure that they are the ones to cancel the trip, that way your cancellation percentage remains unaffected.
It might be beneficial to cancel a request when it’s difficult to reach the customer as well due to traffic or if it’s just a hard place to get to.
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