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Dear Uber CEO and Board Members, I am writing to formally raise a serious safety and customer servi

Dear Uber CEO and Board Members,

I am writing to formally raise a serious safety and customer service concern following a distressing experience involving my elderly parents and their friends, all aged over 80.

They ordered a ride home from a remote village location late in the evening. A driver accepted the trip, and based on that confirmation we left them to travel home using our own transport, which arrived as expected according to the app.

After completing our 20-minute journey home, shortly after 11pm, we discovered that my parents were still waiting outside in the cold and rain. The original driver had effectively handed off the ride to another driver, and their waiting time had extended to over 30 minutes.

This situation involved vulnerable elderly passengers, at night, in poor weather, and in a remote location. I believe this is not simply a service inconvenience — it is a significant safety concern. When a driver accepts a ride, customers should be able to rely on that commitment, particularly when vulnerable passengers are involved. Allowing ride hand-offs without ensuring passenger safety protections are in place is deeply concerning.

I then attempted to contact customer support to raise an urgent safety complaint. Unfortunately, it was extremely difficult to reach anyone, and when I did make contact, I received no meaningful assistance or reassurance that this issue would be addressed.

I find this deeply troubling from a company that publicly promotes safety and customer focus as core principles. I urge you to review policies relating to ride acceptance, driver hand-offs, and emergency support access for vulnerable passengers, particularly during late-night journeys.

I sincerely hope that improvements are made so that no other family has to experience a similar situation.

Yours faithfully,
Rob Mitchell

Date of experience: Feb 26, 2026