Surge Pricing, Subpar Service

It’s 1:06 AM at the airport curb. As you step outside, the humidity is immediately noticeable, and your bags feel heavier on your shoulder. The arrivals area is busy, with cars coming and going. You check your phone, notice the low battery, and watch as your rideshare driver seems to get close, only to circle away again. After three cancellations, each new notification brings a bit more uncertainty. Will this driver actually arrive, or will you be left waiting again? Standing under the street lights, feeling tired and overlooked, is becoming increasingly common. As we approach 2026, it’s clear that rideshare services have changed, and not always in ways that benefit travelers. I wanted to share my perspective because these problems are becoming more frequent, and it’s important to be prepared before your next airport trip. To better understand what’s happening behind the scenes, I spoke with Torsten Kunert, known as the “Rideshare Professor,” and Steven Everett, a respected advocate for drivers in Chicago. Both offer a wealth of experience and genuinely care for riders and drivers. Our conversation focused on why the earlier, more reliable era of Uber and Lyft seems to have ended.

Uber and Lyft’s customer service has become increasingly difficult to navigate. The process frequently feels impersonal, with automated answers and limited opportunities to speak with someone who can actually help. This isn’t just my experience—recent surveys show that customer support satisfaction rates for major rideshare apps have dropped below 42% in 2025, and complaint resolution times have nearly doubled, with many cases taking over five days to resolve. Even more concerning, a 2025 industry report found that 61% of drivers who contacted support about a safety-critical situation did not receive meaningful assistance. I’ve experienced this from both perspectives. When I was driving for Uber, I once had a rider who refused to get out of my car. In that high-stress situation, I got in touch with support, hoping for guidance, but was transferred to someone who only spoke Spanish. The lack of proper communication left me in a difficult and unsafe position. Lyft’s support system can be just as frustrating. Often, once chat agents have exhausted their standard responses, the conversation is ended without warning, requiring you to start over with a new agent and repeat your entire situation. This lack of continuity is more than just inconvenient; it creates real barriers for anyone trying to resolve issues like overcharges or mistreatment during a ride.

But there are better ways. For example, some European taxi platforms now assign a single case manager to follow your complaint until it is resolved, and always keep the chat history available for reference. Riders never have to repeat their stories, and agents are empowered to actually solve issues quickly. If major rideshare apps borrowed this model and introduced dedicated case continuity—retaining the same customer service rep on your ticket from start to finish—it would go a long way toward regaining trust and delivering real support, not just automated runarounds.

Reporting a serious issue as a passenger can be equally challenging. For example, on one occasion when I reported a serious situation and told Uber support that the driver only spoke Spanish, they responded back to me in Spanish, despite my request for communication in English. Even after I made it clear that I needed a response in English, they continued to reply in Spanish. In another instance, I had a driver who was clearly violating policy, so I contacted Uber support and let them know that dashcam footage was available. Instead of handling the situation appropriately, they mistakenly sent the footage request to me rather than the driver. This kind of oversight suggests that cost-cutting has taken priority over effective support and safety.

Overall, the support structure for rideshare services now seems more concentrated on minimizing liability than on providing real solutions. Whether it’s a language barrier during an emergency or a chat agent ending the conversation because they cannot address your concern, the human element has largely disappeared. This is quite different from the consumer-centric approach these apps originally promoted. Today, if something goes wrong, you are often left to deal with a complex system on your own. However, it doesn’t have to be this way. For example, just last week, a friend of mine used a smaller regional app at a busy airport, and when her driver didn’t show up, she was quickly connected to our team, which arranged a replacement pickup within five minutes. Genuine support can have a significant impact, and with the proper approach, issues can still be resolved efficiently.

The language barrier between drivers and passengers is an important issue to address. When a driver cannot communicate in the local language, it can create more than just minor inconveniences—it can become a safety concern, notably in emergencies or when responding to unexpected situations. According to the 2025 National Rideshare Safety Review by the Urban Mobility Institute, communication lapses are involved in nearly 25% of reported safety incidents. This is a significant statistic that deserves more attention from the rideshare companies. It’s important to emphasize that everyone deserves the opportunity to work, and discrimination is never acceptable. At the same time, rideshare is a professional service, and communication is a key part of that. Several years ago, I suggested to Uber and Lyft that they consider incentivizing multilingual drivers. When I contacted Uber support to pitch this idea, I received an automated response stating that they do not discriminate against drivers, completely missing the point of rewarding valuable skills rather than excluding anyone. If drivers received additional compensation for language skills, it would benefit everyone: passengers would feel safer, drivers would be rewarded for their abilities, and the overall service would improve. Similarly, in call centers, agents who speak more than one language are often compensated with extra pay, recognizing the value and necessity of multilingual support. This model could easily be adopted by rideshare companies to improve service and reward valuable skills.

Unfortunately, instead of rewarding valuable skills, the major rideshare apps have prioritized increasing the number of drivers over ensuring quality. This approach means many drivers may not be able to communicate effectively with passengers, potentially affecting safety measures and the overall experience. By not implementing ideas like language incentives, companies are missing an opportunity to strengthen the human relationships that are so important in travel. When a driver cannot understand a passenger’s request or warning, it creates unnecessary risk for everyone involved. This situation creates stress for both passengers and drivers. Passengers may feel unheard, while drivers can feel unprepared because they lack the necessary tools or incentives to succeed. When communication is not prioritized as a core safety feature, it is the people in the car who are most affected. It is important to advocate for a higher standard of professionalism from companies that have positioned themselves as travel innovators but now need to refocus on safety and service quality.

Steven Everett highlighted a disturbing trend that is significantly impacting experienced drivers: the misuse of the report system by passengers seeking free rides. While it is important to remove drivers who do not meet safety or service standards, many long-time, highly rated drivers are being falsely deactivated due to unfounded complaints. Some riders fabricate stories about driver behavior to obtain a refund, often without considering the serious consequences for the driver’s livelihood. Most drivers feel powerless in these situations, though there are some legal options available. For example, Torsten Kunert runs a company called Activation Hero that helps drivers who have been falsely deactivated get back on Uber or Lyft by filing a legal appeal and, if necessary, suing for lost earnings. It's telling—and disheartening—that Uber and Lyft often only respond when faced with a legal appeal. If more riders chose to use a private transfer service, your favorite driver might still be employed and not subject to such arbitrary removals. While drivers can also file complaints with state labor boards or pursue third-party arbitration, which Uber and Lyft are required to offer in many states, these options can be complex. Knowing they exist can help drivers seek a fair review, but it should not be the individual driver's responsibility to pursue justice every time the system is misused.

The apps rely on automated processes that often treat drivers as guilty until proven otherwise. As of late 2025, more than 87% of deactivated drivers reported that the process was perceived as unfair. In many cases, drivers lose their primary source of income based on a single, unverified complaint. For example, a Chicago-based driver with six years of excellent service and a spotless record was suddenly unable to log in after a rider falsely reported him for reckless driving and rudeness. In another case, a driver was deactivated because another driver reported him for being under the influence of alcohol—even though the accused driver does not drink at all, as it is against his religion. Feeling that there was no other option, this driver actually flew to Uber HQ in person to plead his case and seek reactivation, highlighting the desperation and lack of accessible support that many deactivated drivers experience. Despite submitting appeals and documentation, both drivers received only automated communications and were left without recourse. This means that even the most reliable drivers can be removed from the platform without warning or a meaningful way to contest the decision. The lack of clarity and accountability in these automated processes leaves drivers vulnerable to considerable consequences without due process.

When the report system is misused for refunds, it weakens the pool of experienced drivers—those who have invested in their vehicles and consistently provided high-quality service. Unfortunately, the system currently often favors onboarding new, inexperienced drivers over thoroughly investigating claims. This approach reduces overall safety and service quality, as the most knowledgeable drivers are most at risk of removal. The result is a total tanking of service quality. Every time a veteran driver is falsely deactivated, they are replaced by someone who may have only been on the road for a week and has no “skin in the game.” This lowers the standard for every passenger on the platform. If you want a driver who knows the city, respects your time, and prioritizes your safety, the current rideshare model is increasingly unable to provide that guarantee because it doesn’t protect its best workers.

If you’ve ever landed at 1:00 AM and seen a $100 price tag for a 20-minute ride home, you’ve met the algorithm. Torsten Kunert says the apps are most aggressive with price-gouging at transit hubs. They know you’re tired, you’ve got luggage, and you just want to get home. They use that vulnerability to jack up the prices to the absolute max, even if there are plenty of drivers nearby. It’s situational exploitation, plain and simple, and it happens every single day at every major airport. Another concern is whether drivers actually receive the full amount of tips left through the app. Even in 2026, there is still a lack of transparency, with companies contesting related laws in court. When you leave a $10 tip, you expect it to go directly to the driver, but in reality, the platform may deduct processing fees or delay payouts, so the driver may receive only a portion of the intended amount. This lack of clarity can be frustrating for both riders and drivers, prompting important questions about where your money is actually going.

Kunert also notes that while drivers once received the majority of each fare, the apps now retain 50% or more. This shift means that passengers are paying more, drivers are earning less, and service quality is declining because drivers may not be able to afford proper vehicle maintenance on reduced earnings. This is one reason why rideshare vehicles may not always meet the standards of traditional car services. If drivers receive only a fraction of the fare, it becomes difficult for them to maintain their vehicles at a professional level. Passengers may be paying premium prices, but the service itself is not receiving the resources needed to uphold safety and cleanliness.

This is where things get better. Torsten doesn’t just complain about the apps; he actually trains drivers to become real-deal chauffeurs. He’s driven celebrities and high-profile families, so he knows what a real 5-star experience looks like. He teaches drivers how to actually anticipate their needs, maintain a spotless car, and provide a level of security that a GPS app could never dream of. It’s about bringing back the “art” of driving. His approach, called the “Chauffeur Standard,” is about restoring dignity to the profession and guaranteeing that travelers are treated as valued guests. Unlike the uncertainty of rideshare apps, professional services are available around the clock and offer guaranteed, confirmed bookings. Such reliability allows travelers to feel confident that their transportation needs will be met, even through late-night or early-morning hours.

To illustrate the difference, consider a real-world cost comparison. If you land at JFK at 12:30 AM and check your rideshare app, you might see a fare of $92 with surge pricing, plus additional airport and service fees. In contrast, a chauffeur service may offer a flat rate of $105, with no hidden surcharges and a price that is confirmed at booking—and tips are included in the final rate, so you know exactly what you’ll pay from the start. When you factor in the potential stress, delays, extra costs, and the uncertainty around tipping with app-based rides, the value of a professional service becomes clear. Many travelers are already paying similar amounts for rideshare, but with less reliability and peace of mind. Comparing the two options shows that professional service can give enhanced value and a more predictable experience.

When you choose a professional chauffeur, you are working with someone who is committed to their role and invested in building relationships with clients. If a rideshare app is unavailable or too expensive, a chauffeur can provide safe, reliable transportation at a fair, flat rate. There are no undisclosed fees or surprises—just professional service that values your time and needs. Reliability is also essential when traveling. Choosing a chauffeur service isn't merely about luxury; it is about peace of mind. It means knowing that your driver is a vetted professional who takes pride in their work. This approach returns the focus to a human-centered travel experience, treating you as a valued client rather than just another transaction.

Researching and vetting transportation companies worldwide can be overwhelming for travelers. This is where PATH's team can help. As professional travel advisors, we do more than simply book car rides; we carefully select and vet high-quality car services that meet the professional and safety standards described above. We use our global network to find drivers who focus on your safety and service. We understand that the last thing you want is a language barrier or a missed pickup when you are in an unfamiliar city. We seek out professionals who speak your language and have a proven record of punctuality. We approach your car service with the same attention to detail that we bring to booking your hotels and flights. You are not getting a driver; you are receiving support from a vetted professional and a team of travel experts who are monitoring your itinerary in real time. One important note: unlike many agencies that add extra fees, our services are completely free to you. There are no booking fees or service charges. We get paid directly from the suppliers, so you obtain the highest standard of travel at the same price—or less—than you would pay booking a lower-quality service on your own.

We serve as your human safety net. If your flight is delayed or your plans change, you can contact us directly. We address issues in real time so you can relax and focus on your trip. Just last month, a client of ours landed in Miami close to 2:00 AM after her connecting flight was delayed for hours. She exited the plane to find her rideshare fare had spiked, and no drivers would accept her to Aventura. Within two minutes of her call, our team contacted our vetted driver network and had a professional chauffeur at the airport, ready and waiting by the baggage claim with a sign and bottled water. While other travelers hurried off to rebook or stood around with their phones, she slipped straight into a comfortable sedan and was home safe before sunrise. By booking through PATH, you support professional drivers and gain peace of mind, all at no additional cost. It is time to move away from uncertainty and approach travel with the confidence and preparation of a professional.

Ready to experience a safer, more reliable way to travel? Book your next ride with PATH and discover what it means to have a true professional looking out for you—no surprises, no stress, just seamless journeys anywhere in the world. Choose peace of mind. Choose PATH.