Overall positive experience for over 90% of Uber users

PETALING JAYA: More than 90% of users of the e-hailing service provider Uber rate the rides as a positive experience.

Speaking during a press conference at the company’s headquarters yesterday, Uber Southeast Asia regional general manager Chan Park said sex-related crimes, robberies, speeding and cheating make up a mere 0.01% of feedback received.

“More than 90% rate the rides four stars or above. Only 8% of the feedback received is actually below 4 stars. When I look at some of the safety incidents, where the rider felt like the driver was cheating, minor incidents, and some of the events that happened recently, you add all these complaints up, you are really talking about 0.01% of the total complaints received,” he said.

“I would like to point out that these incidents are really an anomaly,” he added.

Chan emphasised Uber’s commitment to the safety of its passengers and driver.

“We have to use a mix of technology and policies to ensure things that can be avoided will absolutely be avoided. This is on top of the existing screening process and background checks for all new drivers,” he said.

Some of the steps taken are to screen their processes and technologies to prevent potential loopholes in the system from being exploited for criminal gain while working closely with the Land Public Transport Commission, Transport Ministry, the police and other stakeholders on further improvements.

Uber Malaysia’s head of public policy and government relations Sharul Shaari said the e-hailing industry will be legalised through regulations to be passed during the next parliament session in July.

“E-hailing operators and drivers can and will be held accountable under the law. We look forward to Uber being regulated in the next few months,” he said.

Uber came under fire last month when a pregnant 26-year-old sales assistant from Puchong was robbed at knife point by her driver and his accomplice. She subsequently suffered a miscarriage.

The 22-year-old suspect from Kulim was arrested on May 25 and police later revealed that he had a criminal record.