Last-minute cancellations and fake posts by drivers

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7 comments

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    Poparide

    Hey Douglas,

    Thanks for sharing your feedback on your recent, negative experience, and we're very sorry to hear you had so much pain trying to get home.

    We've got some work to do to improve the reliability of drivers, and to hold them accountable. We have followed up with the Poparide drivers that you attempted to book with to remind them know what is expected of them, and that if they don't follow through on their rides, that their accounts will be suspended.

    We like the idea of a financial penalty for drivers who don't provide a reliable service, and we'll share your ideas with our product team. We can't promise immediate improvements, but we take all the feedback we receive into account when building new features.

    Flo

     

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    Arne Sturm

    I would like to offer some thought on this, as being mainly a driver for now, I have not encountered the other side of the equation yet. If there is such a penalty system, then I think there should be a cutoff time that can be chosen by the driver. This way people that want to book know when they need to get their act together. This way the driver can also make some other plans when the ride is not completely filled up, especially when there are no passengers for the first 1-2 stops yet. I sometimes have the feeling that some people wait until the last minute to see if something better or more suitable pops up. When I go for a weekend I usually would get my tickets or rides sorted out days before and not on the day of. If a driver cancels a trip with bookings I absolutely agree that there should be some measures taken, maybe not on the first offense, as life sometimes throws us a curved ball, but if it becomes a habit for sure. I have wondered about this myself, especially in the situations we have in the winter time. I drive across the Connector (97C) and Coquihalla (Hyw 5), which quickly can turn into dangerous roads and sometimes be closed during the winter? It already happened once this year that it was closed, luckily for the time my ride was scheduled, it was reopened. How do we deal with that? If I don't feel that I can provide a safe drive, I should be able to cancel or delay without a penalty or bad marks on my review.

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    Poparide

    Hi Arne, 

    We've got a cut-off time feature lined for drivers for when they'd like to receive bookings, e.g. "x hours before departure" so they can plan accordingly.

    With regards to cancellations made by drivers on booked passengers, we exercise judgment, and our policy is to sanction repeat offenders or drivers who were at fault for cancelling. For cancellations related to weather, family, etc. we usually don't count them towards the cancellation allowance but we do leave a review on the driver's profile to keep them accountable.

    Flo

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    Christa Langdon

    @Flo, Where would I find this cut-off time feature? 

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    Poparide

    Hi Christa,

    The feature is not built yet, but will be at some point this year, hopefully!

    We'll let you know when it does by posting an update on this thread.

    Flo

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    Annick Foukal

    I wonder if this problem is a result of the drivers who have to post multiple days because they are “flexible on the date” and then they end up coming off as complete flakes like that because they got more passengers to book on an alternate date.
    Just a thought.

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    Priscilla Then

    I'm a driver and although I know I'm going to go somewhere several days (sometimes over a week) in advance, am leery of posting because I worry about coming down with a flu/fever or whatever. What happens if we become debilitatingly sick? Also, people often get sick more than once a year (maybe twice with changing seasons in Spring & Fall).

    I only started using Poparide a few weeks ago, and have awesome ratings, but I worry about screwing up someone else's schedule. It makes me want to post only 1-2 days before, which isn't good for organized passengers who plan their trip well in advance. Hopefully we are allowed more than 1 "slip" a year, esp. if we are frequent users of Poparide?

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