Sara R.

We called an Uber to head to the San Jose airport as we often do. Our first driver showed up and asked us where we were going and we said San Jose airport. Immediately he said he is "going to have to pass" since he wants to get home soon. He didn't want to take us that far. I find this appalling - the airport is a 18 miles, 20 minute ride away. If he didn't want to accept passengers then why did he accept our ride? We wasted 8 minutes Waiting for him for nothing.

We then called another Uber and she came after 5 minutes. She also asked us where we were going and when we told her the airport she said she had to pass because she didn't have proper authorization to make trips to the airport. Needless to say we were pretty pissed at this point but decided third time's a charm.

The third driver was 5 minutes away. We called him right then and there and specifically asked him if the airport as a destination was going to be a problem. He said "I think it's ok". Then a couple minutes later we got a cancellation notice. That is THREE DRIVERS in a row that refused to give us a ride based on our destination. It's not like we were asking to go 100 miles away. SJC is the closest airport to the Fremont area and there was no traffic at this time of day.

We ended up using Lyft and even with a 75% prime time charge, we knew we would get reliable service and a driver that was courteous and would take is to where we needed to go. And that is exactly what happened. Our Lyft got us there swiftly and with no issues or complaining about the destination. Uber, you have LOST this customer. I find this appalling and completely unprofessional. One cancellation I can maybe understand and brush off as a specific driver issue. 3 in a row means there is something systemic going on and that your customer service model is broken. Take care of your drivers so they take care of your customers.

Completely unacceptable and unprofessional. Doesn't seem like there's enough reprimanding for drivers canceling on riders. Use Lyft or alternatives and stay away from Uber.