In July, I booked an Uber taxi to take me home from the Newcastle races but I was charged £53 for a 13-mile journey – one that usually costs me no more than £20.
I wrote to Uber, which stated that it adds a 2.6 surcharge on days when there is likely to be a lot of demand – it was Ladies’ Day.
It also claimed I had confirmed acceptance of the fare – but I hadn’t. I have requested evidence of this but it seems unable/unwilling to provide any. It agreed to refund 25% of the fare as a “goodwill gesture”, meaning I have still paid double the usual amount.
I am a student and had I been aware of the huge surcharge, I would have ordered a taxi from a different firm. CG, Wylam, Northumberland
Uber, the controversial app-based taxi-booking business, has recently been accused of exploiting customers by tripling fares during London’s tube strike. This is because, as you say, the service, connecting passengers with private-hire drivers, uses a policy of “dynamic” or “surge” pricing which means it hikes charges when demand is high.
The company insists that you did confirm your acceptance of the fare, and eventually provided us with evidence through a screengrab. We would advise you to take the matter up with your card provider, and Uber will have to provide it with the evidence.
Users can view the estimated cost of a journey before they travel – although this is not automatically provided, it seems, allowing these disputes to arise.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
