Unsafe Uber Experience with Child – Driver Refused to Assist & Shouted at Passenger (Cape Town)

I had a very concerning experience with an Uber driver in Riverlands, Cape Town, and I feel this needs serious attention.

I requested an Uber Comfort trip on behalf of my girlfriend, who was with our 3-year-old daughter and carrying groceries. Her details were included in the request.

The driver refused to come to the correct pickup point and instead parked in a location that is not accessible with a trolley. He then called her and instructed her to walk to him, which was not possible given she had a small child and groceries.

To make matters worse:

The driver shouted at her over the phone He made no effort to assist when he eventually arrived A security guard had to step in to help, even questioning why the driver was not assisting

This created an unsafe and stressful situation for my family.

I raised this with Uber, and while they acknowledged the issue, their response was generic — stating they will “provide feedback to the driver” and ensure I am not paired with him again. There has been no clear accountability or resolution.

This is not just poor service — this is a safety concern, especially involving a minor.

I expected a higher standard from Uber Comfort, and I am extremely disappointed.

I am requesting:

A full refund for this trip Clear action taken against the driver Assurance that drivers are trained to assist passengers in vulnerable situations

Until then, I cannot trust that this issue is being taken seriously.