Editorial: Cautions with using Uber

Uber’s many appeals for college students are undeniable. The ever-expanding ride-sharing service is quick, cheap and convenient. As such, most of us do not think twice about our use of the app. It’s more reliable than the Joey, faster than the T and it doesn’t delve nearly as deep into our wallets as Boston cabbies do. Simply put, Uber’s ability to get us from point A to B at the touch of a button makes it every cash-strapped, impatient and technology-loving college student’s dream.

However, because the app has become so widespread and commonplace, many of us forget to consider the serious potential for danger every time we hit that beloved request button. The fact is that whenever we climb into the back of an Uber, we are putting our lives in the hands of complete and utter strangers. So why exactly do so many of us thoughtlessly disregard our safety when it comes to Uber? Maybe it is the company’s tactful advertisement of safety prioritization, our generation’s blind trust in technology or the fact that all of our friends use the app and have never had a problem. Still, while the dangers of Uber might seem rare or inconsequential, the risk of ridesharing may be much greater than we think.

Just last month, BuzzFeed News released an article containing leaked internal data from Uber’s customer service complaint threads, exposing the shocking possibility that the company had brushed thousands of assault claims under the rug. The images, provided by a former Uber employee, displayed search queries performed on Uber’s customer support platform between December 2012* and August of 2015. In one particular screenshot, a search returned 6,160 matches to customer complaints containing the subject title “sexual assault” and 5,827 containing the word “rape.” While Uber claimed that the images were not accurate representations of valid assault complaints, its reasons were weak. The company contended that certain nuances in the platform’s search functionality were to blame for the “significantly overstated” results, such as similar misspelled words like “rate” or dramatized costumer complaints like “my wallet was raped.” Nonetheless, despite its excuses, Uber was forced to admit that during this time period, the company did receive five validated rape claims and 170 claims of sexual assault. Even if these statistics are overstated, they are still too high.

While Uber boasts about its easy-use, convenience and concern for customer safety, such a scandal has shed light on some of its major company flaws. Firstly, its hiring process is questionable. Driver applications are completed entirely online, background checks fail to utilize fingerprints and only go back seven years in personal records. Secondly, Uber’s customer service platform is far from sufficient. All communication with customers is done over email, allowing employees to ignore or undermine complaints. Buzzfeed’s leaked image even exposed a customer service guideline that encouraged employees to escalate customer complaints only if they believed they would attract media attention. Finally, in most cities, the Uber app contains no emergency number or hotline if customers ever feel they are in immediate danger during a ride.

In order for Uber to live up to its claimed prioritization of safety, such issues must be addressed immediately. Deeper and more involved background checks, vehicle-embedded cameras, a more responsive customer service department — Uber should pursue all options. As a company that has benefited a great deal from a supportive public, it owes us a all a favor.

Correction: The printed version of this editorial stated that the leaked images of search queries performed on Uber’s customer support platform were between December and August of 2015, when in fact the search queries were performed between December 2012 and August 2015. The Daily regrets this error.