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Burning Questions, Episode 1
Tom Dongilla • April 18, 2018

What is going on with these rideshare companies today? Why does it take so long to get a ride? Why so many cancellations?

Burning Questions

Since inception, the rideshare industry has disrupted the taxi and limousine businesses. There was a great deal of initial promise with apparently low cost and ease of use with an application on your phone. Even before our worldwide health crisis, there had been several common questions popping up in online forums.

Having been a rideshare driver for over 7 years with more than 20,000 rides, I am going to try and answer some of these questions. Let's get started with cancellations.

Why did my driver cancel my ride?


Rideshare drivers are independent contractors and rideshare companies cannot dictate how many rides they must accept. Here are a few reasons a driver may not accept your ride request:

  • You have a poor passenger rating. A driver must maintain a 4.6 rating to stay active on the platform. Many drivers will not accept the ride request from a rider with less than a 4.6 rating.
  • The driver had a previous experience with you and it was not enjoyable.This has happened to many drivers that have years of experience.
  • Let's face it, drivers talk. Whether in the airport parking lot or in online forums, drivers share information about you. Your use of fake names makes it easy.
  • You are inside a surges zone but push your pin outside the zone. Then you text or call the driver and tell them to pick you up inside the surge zone. Your claim that the app got your location wrong does not work. Like, drivers haven't heard that before? Really? Most will say "nope not going to happen."
  • The driver arrived at your locationAnd you took too longto get into the car once notified. Ride Share Companies only give you 5 minutes to get into your ride.
  • And, probably the biggest one, is that you do not follow the rules or you are rude and disrespectful.

Why does it take so long to get a ride?


Prior to 2020, the wait for a ride only seemed to be about 5 to 10 minutes. Currently, depending on the service selected, riders may have to wait 30 minutes or more. In these rideshare companies are constantly recruiting new drivers. Why? It is estimated that more than 50% of drivers quit during their first year. For many, the promise did not live up to reality. Keep these things in mind when requesting a ride: 

  • Concerns over health related issues have kept many drivers from returning and prevents new drivers from signing up.
  • One of the biggest factors is how close you are to the nearest driver. The closest driver may not accept your ride request because of the length of your trip. When I was a driver,I did not accept trips that required more than 15 minutes of travel to the pickup.
  • Confirm your address for your pickup. In our local area, There are many neighborhoods that have the exact same address. The app will not always pick the right one. Check before you confirm.
  • Making a driver circle around because you are not ready for your pickup often makes them cancel your trip. Especially during rush hour. During this time it is just not safe to stop and wait.

I need to be at the airport for a 6am flight. Why is it so hard to get a ride at 4:30am?


This was the one question that I was asked most often by riders. Even when you pre-schedule a ride with a rideshare company, they often do not show up. The primary reason for this is the rideshare company does not contact drivers ahead of time. This is why you may receive a message saying that no cars are available. 

Even if a driver is available,They may choose not to go to the airport due to rideshare companies reducing what they pay drivers for longer trips. Here, trips to the airport tend to be longer. And with companies paying less for longer trips, this just makes it a poor economic decision for drivers. OTOH, local (short) trips have been excluded from these pay reductions for drivers.

Hire a car through Lusso Executive Transportation Service, LLC.


You can count on a car reserved through Lusso Executive Transportation Service. We will pick you up on time, no matter where you live or what time you need to travel. Reserve a car online or reach out to us to make sure you get where you need to go when you need to go. For additional reasons to use Lusso versus other options, read more here

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