Uber service changed from good to worse

I was using Uber for my sister and child for work and school. The service was very good and the prices were reasonable. However, the past 2 weeks the service were so bad and unprofessional. When we order the rides, they either accepted and cancelled in 4-5 minutes or not available at all. This is in the Kempton park area. Options of contacting Uber are very limited. I don't use Twitter or Facebook. When we cancel a ride with user we get panelised. I want to know what is the customer's recourse when the driver cancel the ride?