Uber To Look Into Reports Of Inflated Fares Following SMRT Disruptions

Third-party taxi service-provider Uber will be looking into reports of inflated fares experienced by their customers, following a 3.5-hour disruption that crippled the North-South and East-West train lines on Tuesday (Jul 7).

Some who had used the company’s app to book drivers had expressed frustration at having to pay fares that were higher than usual. Uber said that fares had gone up due to its “surge” or dynamic pricing mechanism.

This causes fares to increase when there is high demand from passengers and low supply of cabs. It aims to incentivise drivers to ply the roads and take up bookings during such periods. The company added that once demand and supply are in balance, fare prices will come back down.

The MRT breakdown on Tuesday had prompted more commuters to book cabs. Some of those who used the Uber app were shocked to discover they had to pay higher fares. One person said she paid around S$124, which is five times her usual fare.

The company said it suspended the mechanism an hour after the full extent of the MRT breakdown was known. Still, it highlighted that users will see a notification on the app whenever there is “surge” pricing, and they will also be required to make multiple confirmations before they submit their request for a driver.

Mr Karun Arya, Uber Communications Lead for South Asia and India, said: “As soon as we found out the extent of the disruption and the number of people who were stranded, we did turn off the dynamic pricing mechanism. But moving forward, if such situation does rise, our team will assess it accordingly and take the necessary action.”

RALLYING TOGETHER DURING THE DISRUPTION 

While some profited from the 3.5-hour disruption, others rallied to help others. Marketing executive Kerrin Kua, 27, was making her way home with her cousins and domestic helper when she realised there had been a train disruption, resulting in snaking queues at Ion Orchard’s taxi stand. Her cousin, Ainslie Kua, then had a brainwave – why not book a 13-seater van?

They managed to get a van in about 15 minutes, and proceeded to ask those waiting in line for a taxi if they would like to join in.

In total, Ms Kua told Channel NewsAsia nine others chipped in, and were dropped off at five different locations.

“We were really excited, and I have always wanted to car pool,” said Ms Kua, who said some of the strangers she met were really chatty.

Separately, Mr Tong Yee, director of social enterprise The Thought Collective, posted an offer on Facebook to give lifts to those who may have needed a ride home. His post garnered more than 500 likes.

“Like the fairy godmother to Cinderella he actually appeared at Toa Payoh offering to drive me and a few other desperate strangers at the taxi stand all the way to Woodlands,” a passenger wrote.

Mr Tong’s initiative also prompted others to offer free rides in the comments.

Another commuter who found herself stuck outside Somerset MRT station decided to make the most of the situation. Relating her experience on Facebook, Ms Tong Sian Choo said after meeting a woman who lived from her neighbourhood, she whipped out pieces of tissue paper and wrote “Hello! We need a ride to Yishun”, in hopes of hitching a ride.

Her post has since been shared nearly 2,000 times, and while Ms Tong did not manage to get a lift, she found her way up a crowded bus to travel home.

“As I looked around, there were migrant workers, families and individuals who were trying to make it back home. We started smiling at one another, somehow knowing that everything is gonna be okay. Just tahan this together,” she wrote.

“All in all, so so so glad to see Singaporeans stepping up to care for one another, through their actions. Believe we are so much more than this breakdown,” Ms Tong added.

Source: www.channelnewsasia.com