Why are so many Uber drivers canceling?

When rideshare giant Uber first launched in Australia in 2012, it was greeted with enthusiasm from customers who were tired of waiting long and not arriving from taxis.

Key points:

• Customers say Uber cancellations have increased over the past few months
• Uber says it’s not the fault of the drivers, who are struggling amid rising fuel prices
• Demand rises as “Queenslanders returns to pre-pandemic travel patterns”

Ten years later, frustration is growing among Uber customers with very similar complaints.

Uber drivers say rising fuel costs are to blame, while the company cites increased demand as travelers revert to pre-pandemic habits.

Leigh Macey is a regular Uber driver in Cairns, but she says the increase in cancellations keeps her from going out for a drink.

“It’s like a struggle to try and get home,” he said.

“When you go out and want to go home, you want to go home – not two hours later.

“If you get a driver who actually shows up without canceling, it’s like winning the lottery.”

Ms Macey said services in Cairns had deteriorated over the past few months.

“I’ve even had Uber drivers call me and ask me to cancel so they don’t lose their ratings,” he said.

Uber drivers say it is no longer affordable to go out of their way to pick up passengers.(provided)

Ms Macey has other concerns about Uber’s high cancellation rate.

“People who can’t get an Uber will start driving drunk – that’s what worries me the most,” he said.

And it’s not limited to the northernmost states.

Customer Ineke McMahon says she regularly catches Ubers from the city of Brisbane to her home in Holland Park West.

“It’s a nightmare anytime from 5 p.m. to 6 p.m.,” McMahon said.

“I’ve started messaging drivers asking them not to cancel and offering cash tips if they don’t cancel.”

Driver says it’s not their fault

Australian Rideshare Drivers Association (RSDAA) secretary Les Johnson said rising fuel prices had an impact on bookings.

“Back when we started the RSDAA, fuel was about $1 per liter and we got about $1.45 per kilometer paid to us by Uber,” Johnson said.

“Since then, there have been only a few marginal gains and fuel is now over $2 per liter.

“Sometimes we’ll be offered jobs that can be reached in 15 to 20 minutes and then when you get there it’s only a five minute ride.

“So if you travel 20 minutes to get a five minute job, you end up losing money.

“That’s why the number of cancellations is increasing.”

Uber drivers say they are canceling jobs because of rising fuel prices.(ABC News: Jerry Rickard)

Tourist Sharon Barnes, who visited Cairns from Melbourne, said she couldn’t believe how bad the situation for Uber was in Far North Queensland.

“I’m here for 10 days and I found that Uber drivers cancel if you don’t want a ride in the CBD,” he said.

“They don’t want to travel a few extra kilometers for the same money. It hurts when you live out of town.”

Rising demand is partly to blame

Demand for Uber rides in Queensland has increased by 40 per cent since the start of the year, according to Uber, as “Queenslanders are returning to pre-pandemic travel patterns”.

“We are aware of the impact increased demand has on the rider experience, and we are focused on doing more to ensure the platform meets rider expectations,” an Uber spokesperson said.

“We are also proactively informing driver-partners of the negative impact cancellations have on the experience of riders and other driver-partners.

“Queensland driver-partners can view riders’ travel fares before the journey begins, as required by state regulations.”

Uber was unable to provide the ABC with any data on the number of trips canceled by drivers over the past 12 months.

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