Uber must improve its service to meet rider needs

I would like to share my recent experience with Uber and highlight an area where I believe the service could be improved.

I recently became ill and booked an Uber to a medical facility. Afterwards, feeling disorientated, I booked another Uber home. Unfortunately, when getting out of the vehicle, I accidentally placed my phone on the back seat instead of in my handbag.

Thankfully, I eventually recovered my phone after logging a complaint, but the process of trying to contact Uber and the driver was extremely stressful. Once a trip is closed, there is no direct customer service line or immediate way to contact the driver. I was left feeling completely powerless.

I had to rely on an automated callback, which only happened several hours later. The call also came from a landline number, meaning I could not return the call directly. I was only able to make contact once the driver chose to phone me with more information.

I strongly believe Uber should consider allowing drivers to remain contactable through the app, or through a secure customer care service, for at least an hour after drop-off. If a passenger realises immediately that they have left something in the vehicle, they should be able to reach the driver before the next passenger gets in.

This is particularly important in South Africa, where theft is unfortunately a real concern. An item left on the back seat could easily be picked up by the next passenger, and there is no guarantee that it will be returned.

As Uber continues to grow in demand, I believe the service needs to become more consumer-friendly in situations involving lost property. A direct customer service hotline or an immediate lost-item contact option could make a significant difference. Losing a valuable item is stressful enough — customers should not also have to feel helpless because they cannot reach anyone for hours.

Thankfully, my story had a positive ending and I got my phone back. However, the experience highlighted a clear gap in the customer support journey that I hope Uber will seriously consider improving.