Uber launches 24/7 on-trip safety helpline

Uber Bangladesh on Sunday announced the launch of a 24/7 safety helpline in an effort to protect passengers and continuously improve the experience of riders.

The safety line is in addition to the in-app SOS 999 button already available in the safety toolkit, which allows riders to connect to law enforcement authorities in case of an emergency, reads a press release.

The new safety line will provide riders with the option to get in touch with Uber’s safety team should they have an urgent, non-emergency issue, such as reporting a dispute with a driver or a breakdown while on a trip.

At the tap of a button, riders can immediately connect with Uber’s response team in English and Bangla, where trained representatives of the Safety Incident Response Team will be available 24/7.

Commenting on the launch, Pavan Vaish, head of Supply and Driver Operations at Uber India and South Asia, said, “Our new 24/7 safety helpline will enable our riders to access our safety team at any time, day or night, thereby making their Uber experience safer and more comfortable.

“The helpline itself was launched based on consistent customer feedback and this additional level of security reiterates our commitment to doing everything we can to help keep people safe,” Vaish added.

The safety helpline number is available under the safety toolkit banner hosted within the Uber app. To reach the safety tool kit, riders can tap the shield icon to report a non-emergency safety incident during a trip. The rider can also swipe the helpline icon to speak to an Uber representative.

The safety helpline support is not a replacement for 999, but it is a helpful way for riders and drivers to get urgent support from Uber.

Over the past few months, Uber’s tech and safety teams have been working overtime to build a new product experience for helping riders feel safe, every time they use Uber. Uber has launched a comprehensive set of safety measures, such as the pre-trip mask verification selfies for drivers and an updated cancellation policy.