Uber launches call-back line as safety feature

by Evelyne Ogutu

Uber in Kenya today officially announced their latest safety and security improvement; an Incident Response Team (IRT) call-back line.

This updated support feature, will provide riders across the region with 24/7 access to discuss safety-related matters with Uber’s Global Incident Response Team (IRT).

“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,” Loic Amado, General Manager for Uber East Africa, said.

Riders already have access to a global network of customer support centres to provide 24/7 support for general queries all over the world which can be accessed through the app, now with the IRT call-back 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 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 added.

He noted that part of Uber’s commitment is to ensure rider safety by strongly encouraging 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 reiterating that Uber is committed to the safety of both driver-partners and riders hence its continued investment in new ways to improve the app.

The GM said everyone has the right to be safe, whether they’re on a train, in a taxi, walking on a sidewalk or in an Uber. And while no means of transportation can be 100% incident or accident-free, technology apps like Uber can improve safety, which is why the IRT call-back line is a great step forward.

How to access the IRT call back line

  • Open the menu of the Uber app, and click ‘Help’
  • Click ‘Trip and fare review’
  • Select the trip in question
  • Select ‘I had a safety-related issue
  • Submit a ticket through the node, including a contact number and short description of the event
  • The rider will then receive a call-back within a couple minutes!

Besides Nairobi and Mombasa, Uber is available in eleven other cities in Sub-Saharan Africa (Cape Town, Durban, Johannesburg, Pretoria, Port Elizabeth, Lagos, Abuja, Kampala, Accra, Kumasi and Dar es Salaam). Overall, the Uber network is available in over 600 cities in over 75 countries including spanning 6 continents.

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