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Uber introduces rider call back line

Uber South Africa has on Tuesday, 13 March 2018 announced the launch of its latest safety and security improvement; an Incident Response Team (IRT) call-back line for safety-related matters. The call-back line, which has been in its test phase since December 2017, will provide riders with 24/7 access to speak to Uber’s Global Incident Response Team (IRT).

Riders already have access to a global network of customer support centres to provide 24/7 support for general queries all over the world which can be accessed through the app, now with the IRT call-back line, riders can submit a ticket for a critical safety incident or accident through the app, including their contact number and short description of the event, the rider will then receive a call-back within a couple minutes from Uber’s Global Incident Response Team.

Alon Lits, General Manager for Uber Sub-Saharan Africa, “We are always looking for ways to improve communication with our community and we are excited to be announcing this call back line for riders for any safety-related matters they might have.”

“We have listened to the hundreds of thousands of riders using the Uber app in South Africa and they’ve expressed the need to be able to speak with our teams in the event of a critical safety-related issue. While part of Uber’s commitment is to ensure rider safety, we strongly encourage riders to always first use the national emergency line (10111). With the introduction of the IRT call-back line, we are able to help riders speak with our dedicated IRT within minutes” adds Lits.

Everyone has the right to be safe, whether they’re on a train, in a taxi, walking on a sidewalk or in an Uber. And while no means of transportation can be 100% incident or accident-free, technology apps like Uber can improve safety, which is why the IRT call-back line is a great step forward.

How to access the IRT call back line

  • Open the menu of the Uber app, and click ‘Help’
  • Click ‘Trip and fare review’
  • Select the trip in question
  • Select ‘I had a safety-related issue
  • Submit a ticket through the node, including a contact number and short description of the event
  • The rider will then receive a call-back within a couple minutes!
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