Q&A
Specific issues leading to driver deactivations
0:55:19
·
112 sec
Bhairavi Desai elaborates on specific issues that commonly lead to driver deactivations, with a focus on service animal complaints. She explains the challenges drivers face in these situations and the lack of appeal processes available to them.
- Service animal complaints are often marked as safety issues, leading to deactivations
- Drivers may feel legitimately threatened in certain situations, especially without partitions in vehicles
- Some deactivations occur without any right to appeal, particularly with companies like Lyft that lack physical offices
Bhairavi Desai
0:55:19
I so most of the drivers that we see I mean, 1, there's certain issues shoes, like, for example, a lot of complaints regarding, like, serviced animals, where, you know, it'll be marked as a as like a safety issue, where, you know, the the the passenger may not have any documentation or anything, and the driver legitimately feels threatened, especially in Uber and Lyft vehicles, you don't have a partition.
0:55:49
And if someone come, you know, and if if a pet, if like a dog is in the car, and there's no there's no leash or anything.
0:55:56
It's understandable that a person operating the vehicle sitting in the front subject to bumps and, you know, bumps on the road can legitimately feel scared, right, from that animal.
0:56:09
But all it takes is a one complaint from that passenger and you get deactivated.
0:56:15
And in some of these instances, you don't even have a right to an appeal.
0:56:20
I mean, Lyft, there's not even a physical office that you could go to.
0:56:25
So, you know, you're you're desperately trying to get through to customer service, or you might go through the Uber IDG appeals process, for example.
0:56:36
If if Uber allows you to, because Uber still controls who has access to those appeals, and that's that's something that Uber states very clearly on its website.
0:56:48
What we find is that you know, majority of the cases, drivers just don't get their jobs back.
0:56:56
If it's anything that's marked as, like, basically more than, you know, like, paperwork.
0:57:03
Although we do have instances of even drivers, even just for sheer paperwork issues will remain deactivated.