Uber Riders to Report Emergencies Directly to the Company

Uber customers across the region are set to enjoy a newly launched call-back line that will provide riders with round the clock access to Uber’s Global Incident Response Team (IRT).

The IRT call-back line will allow riders to submit a ticket for a critical safety incident or accident through the app, including their contact number and a 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,” says Loic Amado, General Manager for Uber East Africa.

“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. While part of Uber’s commitment is to ensure rider safety, we strongly encourage riders to always first use the national emergency line. With the introduction of the IRT call-back line, we are able to help riders speak with our dedicated IRT within minutes,” adds Amado.

Riders can access the IRT through the Uber app by tapping the ‘help’ icon, then ‘trip and fare review’. Select the trip in question then tap ‘I had a safety-related issue’.

Submit a ticket through the node, including a contact number and short description of the incident.