A difficult passenger: drunk, aggressive, made a mess — what to do
Most rides go smoothly, but for the few hard ones it’s worth having a plan. Safety matters more than your rating.
- Your safety comes first — you can end a ride in a safe place.
- Report a dirty car in the app straight away, with photos.
- If threatened, call 112 and use the safety button in the app.
01A drunk passenger
- Assess before starting — if someone can barely stand, you can decline the ride.
- Open the window a little and keep a disposable bag handy.
- Drive smoothly, no harsh braking.
- If it gets dangerous — stop in a well-lit place and end the ride.
02An aggressive passenger
Don’t argue. Speak calmly and briefly. If the passenger threatens or attacks — stop somewhere safe, get out of the car and call 112. Use the safety feature in the app — platforms have a button to contact emergency services quickly.
03A dirty car
- Take photos immediately, before cleaning — with a visible date.
- Report the mess in the app on that trip.
- Keep the receipt for cleaning or upholstery washing.
- Message us if the platform doesn’t respond — we’ll help.
04A child without a car seat
Rules on carrying children in app-based rides can be unclear. The safest approach: a child under 150 cm should ride in a car seat. If the passenger has none and you’re unsure, you can decline the ride.
?Questions
Will declining a ride lower my rating?
Declining for safety reasons is justified. Describe what happened in the app and message us.
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