Uber not picking up a reserved ride

Uber Failed a Confirmed Reservation

I am extremely disappointed with Uber.

On 16 August 2026, I booked an Uber Go reservation for my wife for 17 August at 05:20. The Uber app clearly showed “Reservation confirmed – We’ll share your driver details soon.” The fare was R89, from 7 Daisy Street, Arcon Park to 20 Cas Maartens Street.

We re**** on this confirmed reservation because my wife is a caregiver at an old-age home, where arriving late can have serious consequences because she has elderly residents depending on her.

At the scheduled time, there was no driver. Uber eventually sent a message admitting:

“We couldn't find a driver for your 17 Aug, 5:20 AM Uber Go trip.”

This is completely unacceptable. If Uber cannot guarantee a driver for a reservation, then it should not tell customers that the reservation is confirmed and encourage them to rely on it.

This failure caused my wife to be late for work and put her employment at risk.

I have screenshots proving that Uber confirmed the reservation and then admitted that it could not find a driver.

I expect Uber to properly investigate this matter, explain why a confirmed reservation was allowed to fail, and provide appropriate compensation.

Uber needs to take responsibility when customers rely on a confirmed booking.