Cab hailing app
Uber has introduced an Incident Response Team callback line in a bid to improve
safety and security in the industry.
The support feature will provide riders across the region with 24/7 access to discuss safety-related matters with Uber’s IRT team.
With the IRT callback 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.
"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," Uber GM
Loic Amado said.
"We have listened to the hundreds of thousands of riders using the Uber app in Nairobi and they've expressed the need to be able to speak with our teams in the event of a critical safety-related issue."
Amado encouraged riders to always first use the national emergency line adding that everyone has the right to be safe.
"With the introduction of the IRT callback line, we are able to help riders speak with our dedicated IRT within minutes," she added.
HOW TO ACCESS THE IR CALLBACK LINE
1. Open the menu of the Uber app, and click 'Help'
2. Click 'Trip and fare review'
3. Select the trip in question
4. Select 'I had a safety-related issue'
5. Submit a ticket through the node, including a contact number and short description of the event
6. The rider will then receive a call-back within a couple minutes!
Last week,
Uber introduced anonymous phone numbers for both riders and drivers in efforts to increase privacy and safety.
When a rider and driver contact each other regarding a trip, they will not see each other’s actual numbers.
Uber Communications manager
Janet Kemboi said the feature was introduced, when riders and their customers raised the alarm over landline numbers.