Uber Driver Took Toll Road without Asking

786 on 30/05/2019 - 14:25
Last edited 30/05/2019 - 14:56 by 1 other user

Hi All, the other day; I booked an Uber to take me from Sydney Olympic Park to Granville Station and it showed me about $20 charge which I accepted.

The driver came over and there were too much closures because of this event at Olympic Park and I think Uber showed the driver to take the toll road (which was about $4 extra) which I don't really care but I thought that the Uber Driver should ask the Passenger first before taking the toll route.

Hope someone can shed a bit of a light on this issue.

Thanks guys!

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  • 303
    You wouldn't really care and just pay whatever Uber asks for or
  • 51
    Challenge Uber like me and prefer them to be more specific
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closed Comments

  • SnoozeAndLose on 30/05/2019 - 14:30

    HOw much did you end up paying?

    • 786 on 30/05/2019 - 14:42
      -7

      About $25

      • SnoozeAndLose on 30/05/2019 - 14:43

        did you ask and raise disbute on uber?

        • 786 on 30/05/2019 - 14:44
          -1

          Yup and they said they can't do anything about it :(

          • SnoozeAndLose on 30/05/2019 - 15:06

            @786: But the amount is not agreed upon.

            Ask how can you aviod in the future.

            • 786 on 30/05/2019 - 15:09

              @SnoozeAndLose: Uber Support mentioned to check before accepting the fares but how to check is still a question as it does not show the breakdown

            • Typical16-bitEnjoyer on 30/05/2019 - 15:11
              +7

              @SnoozeAndLose: The amount shown in the app is clearly an estimate. It says so and provides an estimated range.

              Terms and conditions allow the route to be altered. OP agreed to these terms and conditions.

              If alternate route is within the estimated range then Uber won't do anything.

              • SnoozeAndLose on 30/05/2019 - 15:12

                @Typical16-bitEnjoyer: So question now is what is the estimated range OP agreed upon.

                I still will ask how to disable/aviod toll road for uber.

              • DogGunn on 30/05/2019 - 15:32
                +8

                @Typical16-bitEnjoyer: Per policy, the upfront fare it provides is no longer an estimate.
                https://www.uber.com/en-AU/ride/how-uber-works/upfront-prici…

                A shorter route taken or a longer route taken results in the same fare being charged, unless there is a very substantial difference, or toll roads were taken that were not included in the original / shown route.

                  • DogGunn on 30/05/2019 - 23:07
                    +14

                    @Typical16-bitEnjoyer:

                    I get the feeling you have not recently used Uber. I use it nearly daily. It provides an estimate.

                    Ironically, I get the feeling that you have not recently used Uber.

                    It is no longer an estimate. The fare it provides is the fare it charges unless there is substantial route changes to the one provided at the time of booking. You'll note on receipts for UberX and UberPool trips they no longer list time taken multiplied by the fare for trips in Melbourne because the upfront fare has set the amount.

                    This upfront fare has been policy in Melbourne for a while.

                    Also, not sure what a screenshot is meant to show, but here is what it currently says:
                    https://i.imgur.com/ucK3DFi.jpg

                    You can see the upfront prices for a point to point destination I have selected. This won't vary unless there is significant route changes. These are not estimates, these are exact fares if the driver follows the route or a very similar one to the one on my screen.

                    EDIT: Just for another link, here's the newsroom announcement by Uber:
                    https://www.uber.com/en-AU/newsroom/upfrontfaresau/

                    You'll note the use of the language "exact fare" except in certain circumstances.

                    • Typical16-bitEnjoyer on 31/05/2019 - 08:40
                      -3

                      @DogGunn: I use Uber nearly daily. I used it this morning.

                      Click the little 'i' next to the fare. This is what you'll see in the app.

                      https://imgur.com/a/p9LDebS

                      Note the per minute and per kilometre charges. Note the terms and conditions directly from their website I linked above.

                      Jump into your app right now and tell me you don't see the exact same thing.

                      Ironically the article you linked says:
                      A rider’s fare will be the price presented upon booking, or, if a rider’s journey changes (including if a rider changes the origin or destination, or in certain cases where you take a detour or make multiple stops, the fare will be based on the rates provided in the Uber app.

                      In my experience if the fare is close then the charge doesn't change. It most certainly changes if the route alters or a detour is taken.

                      • DogGunn on 31/05/2019 - 09:09
                        +1

                        @Typical16-bitEnjoyer:

                        Click the little 'i' next to the fare. This is what you'll see in the app.

                        There's no 'i' on my app. I have the most recent version. But even so, that isn't relevant.

                        Note the per minute and per kilometre charges. Note the terms and conditions directly from their website I linked above.

                        I said they don't show it on the receipt, because the time taken is no longer relevant due to their upfront fare policy, unless there is substantial difference from the quoted fare. I didn't say that the time taken isn't part of the fare calculation.

                        A rider’s fare will be the price presented upon booking, or, if a rider’s journey changes (including if a rider changes the origin or destination, or in certain cases where you take a detour or make multiple stops, the fare will be based on the rates provided in the Uber app.

                        Correct. I have said time and time again that unless there is substantial changes to the quoted route, then they do not charge more or less than the upfront fare.

                        As for the terms and conditions, well duh, obviously they can change what they charge.

                        • Typical16-bitEnjoyer on 31/05/2019 - 11:49
                          -3

                          @DogGunn:

                          There's no 'i' on my app. I have the most recent version.

                          It's right before you pay on the Android app. Latest version. I don't have Apple but there will definitely be a link specifying charges.

                          But even so, that isn't relevant.

                          It certainly is relevant as it states the fees and charges you are accepting. The charge displayed remains an estimate subject to change.

                          because the time taken is no longer relevant due to their upfront fare policy

                          The very page you linked says the charge remains subject to change.

                          Completely baffled why you are still debating this - it's clearly in their terms and conditions and OP has basically witnessed this occurring. The "upfront charge" remains an estimate subject to change.

                          • DogGunn on 31/05/2019 - 12:00
                            +1

                            @Typical16-bitEnjoyer:

                            It's right before you pay on the Android app. Latest version.

                            Can't find it on my Android.

                            It certainly is relevant as it states the fees and charges you are accepting. The charge displayed remains an estimate subject to change.

                            The terms and conditions do not state the fees being charged. It isn't even a schedule to those terms. Those terms are simply there to allow them to vary the fare or anything else you use on the service. It provides no direction to how the fares are charged (which the upfront fare page does).

                            The very page you linked says the charge remains subject to change.

                            If the route changes, yes, but the fare is no longer an estimate provided you are within a certain window, to which most journeys take place in. That is the whole point of up front fares - it is exactly what you will pay, no more, no less.

                            it's clearly in their terms and conditions and OP has basically witnessed this occurring.

                            Of course it can happen. They took a toll road. This whole argument stemmed from you claiming that Uber provide an estimate range on the app. They no longer do that. It is an upfront fare that you will pay unless things substantially change as they did for the OP.

                            • Typical16-bitEnjoyer on 31/05/2019 - 13:28
                              -4

                              @DogGunn:

                              Can't find it on my Android.

                              https://imgur.com/a/BXW9ng7

                              Current version from Play store.

                              The terms and conditions do not state the fees being charged.

                              Name a single major corp that states their fees in the terms and conditions. Nonsensical argument.

                              If the route changes, yes, but the fare is no longer an estimate provided you are within a certain window,

                              It's always an estimate until Uber actually bills the customer.

                              You agree the amount is subject to change. It's semantics to then argue against it being an estimate when there are various factors that can and will alter the amount charged.

                              This whole argument stemmed from you claiming that Uber provide an estimate range on the app.

                              I think you've misinterpreted my comment then. Look at my first picture. You are given a range of prices based on the desired service. More so for premium services. I'm not referring to their old app charge scale which I think that you might actually be referring to.

                              It is an upfront fare that you will pay unless things substantially change

                              ie. It's an estimate.

                              • Never Pay RRP on 31/05/2019 - 16:01

                                @Typical16-bitEnjoyer: It's NOT an estimate!
                                The fare changed for the OP due to road closures, and a significantly different route. Had the original route been taken (which was not possible in this instance) then the fare would have been capped at the price on the Uber App.

          • Okayy on 31/05/2019 - 08:39
            +1

            @786: Did you give him 1 star??

  • MrHyde on 30/05/2019 - 14:38
    +22

    With Uber, the drivers follow whatever route is shown to them in the App.

    If you don't want to go down that route, it is upto you to tell the driver so. The driver does not need to ask you.

      • Seraphin7 on 30/05/2019 - 15:19

        So you accept @MrHyde's view that you should have informed the driver? And the reason you did not was because you were somehow inattentive to where you were until the eTag beeped? Can you clarify exactly what your beef is here?

        • 786 on 30/05/2019 - 15:22
          -6

          I would inform the driver if I would know that he is going to take the toll but I did not and was tired as well and thus the beep had got my attention

          • alikazi on 31/05/2019 - 02:38
            +4

            @786: First of all I reckon you are wasting way too much time for those $4 to be worth anything. Secondly uber simply uses Google maps. The driver will always follow the GPS. If you want the driver to not follow the GPS it is your responsibility to step in and pay attention and guide the driver. You are sitting there scrolling down on Facebook, and now you're complaining that the driver did his job as he was supposed to. If you care about your $4, keep your phone down and be the GPS yourself.

            • arcticmonkey on 01/06/2019 - 18:46

              @alikazi: A lot of popular posts on here are for less than a $4 saving

              • HunterxHunter9000 on 26/08/2019 - 23:58

                @arcticmonkey: But this is not for a saving, its part of the service that Op could of saved on if he had asked the driver either not to take tolls at start of the trip or guided him-himself. The driver himself doesn't even know a toll well be used as he is just following the navigation, of course he can change settings or follow different routes to not get tolled but the likely hood that a longer route with no toll is going to happen which may charge hi map to $4 or more so in end nothng would be saved thus tolls are always on unless asked otherwise.

  • [Deactivated] on 30/05/2019 - 14:51
    +13

    Driver is simply following the instructions of the Uber App, this is something you accept when taking an Uber. If you want someone that knows the City / routes and how much toll charges are likely to be then use a professional driver not Uber.

    • 786 on 30/05/2019 - 14:55
      -2

      Professional Driver as in a Cab instead of Uber? Also, this is nothing against the driver. It's more with Uber that I am not happy with.

      • MrHyde on 30/05/2019 - 15:11
        +7

        Uber apps and maps imperative is to get you to the destination in the quickest way, not the cheapest route.

        If your imperative is different, it's on you to tell the driver. He is not a mind reader.

        • 786 on 30/05/2019 - 15:17

          Again, this is nothing against the driver and I know that Uber would like their Customers to reach their destinations in the quickest way possible so that Uber can keep on minting money quickly too but all I am saying is there should be a preference in the Uber app where we can disable tolls

          • Never Pay RRP on 31/05/2019 - 15:13

            @786: You can say "don't take any toll roads" when you get into the car.

        • DogGunn on 30/05/2019 - 15:20
          +3

          https://www.uber.com/en-AU/ride/how-uber-works/upfront-prici…

          Uber's apps are meant to by policy only charge you the upfront price unless:

          Rarely under the following conditions:

          • The destination changes mid-trip.
          • Extra stops are added.
          • There are unanticipated delays and route changes above a certain threshold of time and distance (varies by city).

          I can tell you from personal experience that is not the case.

          It isn't a matter of cheapest vs quickest.

      • Repi on 01/06/2019 - 13:11
        +1

        Catching an Uber is not compulsory, there are Taxis, Trains, bike routes or you can walk. These drivers are not overpaid at the best of times, so try to be a sensible non whining Human

  • DogGunn on 30/05/2019 - 15:13
    +2

    I've had toll fares refunded when the price did not match the up front cost on the Uber app.

    I juts had to complain to support.

    • 786 on 30/05/2019 - 15:15

      I had no luck with with the 'support'

      • DogGunn on 30/05/2019 - 15:17
        +6

        You may have to try again.

        I had to threaten that I would stop using Uber before they would do something.

        I personally try and avoid Uber these days because I've had drivers not listen when I've requested to them (in person) that we not use toll roads.

        • 786 on 30/05/2019 - 15:18

          Thanks mate. I will give it another try but would avoid Uber as well.

          • DogGunn on 30/05/2019 - 15:27
            +8

            @786: Good luck.

            I once had an Uber Pool trip quote me $10 to get to where I was going - I thought that was reasonable, so I accepted it.
            Normal thing with Uber Pool is that it picks up people along the way. During the trip it opted to pick up someone via the city (a detour backwards from where we were going) and directed the driver by the toll road.

            Apparently that meant I owed Uber for the toll road to pick up the second passenger and then drop them off.

            Due to unanticipated tolls or surcharges on this trip, we’ve adjusted your upfront fare to reflect the actually incurred charges. Please see the receipt breakdown for details.

            End result of that trip was:
            $14.83 for the fare +
            $21.90 for the tolls

            I was (profanity) livid.

            Anyway, after complaining about the fare, they refunded me the tolls and the difference between the quoted fare and actual fare.

            • 786 on 30/05/2019 - 15:30

              @DogGunn: Lucky you. Didn't know that one can even do pooling on Uber.

            • Typical16-bitEnjoyer on 30/05/2019 - 22:19
              -6

              @DogGunn:

              they refunded me

              There's a difference between a refund and goodwill.

              • DogGunn on 30/05/2019 - 22:56
                +4

                @Typical16-bitEnjoyer: You're right, they goodwilled me straight into my bank account…?

                No, they refunded me. If it was out of goodwill, well that's pretty crappy by them, because they didn't follow their own policy.

                Regardless, in what possible circumstances would paying more than double the proposed fare for just tolls alone be okay?

                • Typical16-bitEnjoyer on 31/05/2019 - 08:45

                  @DogGunn: Uber pretty much "auto refunds" your first 2 complaints no matter who's at fault and no matter the reason. Part of them providing a "good" customer service.

                  • DogGunn on 31/05/2019 - 09:11

                    @Typical16-bitEnjoyer: I can tell you I've had more than 2 refunds. They also keep warning me that they may not issue a refund again.
                    That I need to keep applying for refunds because of the poor service is part of the reason why I do not use Uber that regularly anymore.

                    But again I ask, in what way would $21 of fares be okay?

                    • fatal on 31/05/2019 - 14:45

                      @DogGunn: When it gets you there quick and faster than would otherwise be possible.

                      Time = Money and for some it's more than worth it.

                      • DogGunn on 31/05/2019 - 14:53

                        @fatal: If time =ed money in that situation, I would not have taken UberPool.
                        For me, it was about a value proposition.

                        Instead they wanted me to pay over two times the total proposed fare in just tolls, let alone the increased fare because of the ridiculous amount of distance that the app directed the driver to take for the Pool.

            • boostpak on 01/06/2019 - 09:06

              @DogGunn: my god are you people actually complaining about a few bucks smh. it's a couple dollars. you got there quicker! I bet if you got there late you would be in a foul mood with uber and the driver. Literally worried about a few dollars sheesh

              • DogGunn on 01/06/2019 - 09:33

                @boostpak: I'm complaining about more than double the fare that was to be charged. $21.90 in fares.

                Are you serious?

                I didn't even get there quicker.

                Perhaps you should read next time.

                • boostpak on 01/06/2019 - 10:30
                  -1

                  @DogGunn: tight wad

                  • DogGunn on 01/06/2019 - 12:30

                    @boostpak: You would part with $22 just because?

                    A fool and their money are easily parted.

          • CheapSticks on 01/06/2019 - 10:08

            @786: Try Ola

  • payless69 on 30/05/2019 - 15:22

    You made a contract with uber and it got filled correctly. What are you complaining about?

    • 786 on 30/05/2019 - 15:25
      +1

      Clarifying rather than complaining here as I would expect Uber to ask their passengers if they would like to reach their destination quickly by paying a little bit extra.

  • Randxyz123 on 30/05/2019 - 15:28
    +3

    Did you tell the driver not to take the toll roads? I’ve had drivers ask and not ask.

    • 786 on 30/05/2019 - 15:29

      Driver did not ask mate

      • Typical16-bitEnjoyer on 30/05/2019 - 22:19
        -1

        ..did you ask? You know where you were, and the direction to where you live…right?

      • ThadtheChad on 31/05/2019 - 09:59

        Typically, I've had drivers ask me what route to take. Since I don't care that much, I say whichever is quickest.

        @11, if your driver doesn't ask you, just let the driver know that you'd prefer "no toll" routes.

        There, done.

  • El Grande on 30/05/2019 - 15:57

    I was under the impression what you get in the beginning is just an estimate. Like you said there were road closures so a detour would have increased the cost anyways.

    • 786 on 30/05/2019 - 16:28
      -1

      There is no choice but to take a detour but a toll can be avoided

      • El Grande on 30/05/2019 - 16:35
        +1

        But what if the tolled detour was cheaper than the free detour? If I was the driver I would have taken you on a free detour regardless and maybe I would have seen some of the extra spend. The toll goes to the toll road operator and not the driver. Nothing to be upset about. He also saved your time so I would have given him 5 stars.

        • 786 on 30/05/2019 - 16:39
          +1

          I did give him 5 stars and I am mentioning this again; driver did a good job but it's just the policies of Uber that I am concerned and not upset about.

    • fatal on 31/05/2019 - 14:46

      Not anymore, the pricing you see when you book is now what you're charged unless the fare is significantly different.

  • AdosHouse on 30/05/2019 - 16:31
    +6

    So let me get this right, there were a heap of road closures, so driver saved you time and took you on the toll road, and this cost you $4? So the driver saved you time, but it cost you a little extra. This is literally first-world problems, OzBargain or not.

    • 786 on 30/05/2019 - 16:40
      -3

      Not 'heaps' but 2-3 closures that we came across and then came the toll

  • JimmyF on 30/05/2019 - 19:24
    +3

    I thought that the Uber Driver should ask the Passenger first before taking the toll route.

    Uber drivers don't make any money from the tolls, its a pass through cost. So the $4 toll you paid to them, they in turn paid to the toll company.

    So if you're thinking the driver is trying to 'make' money from you, then its not the case.

    • 786 on 30/05/2019 - 19:26

      Thankyou but I very well know that no drivers make money out of the toll

      • JimmyF on 30/05/2019 - 20:34
        -2

        Thankyou but I very well know that no drivers make money out of the toll

        So your just whining for the sake of it then?

        • 786 on 30/05/2019 - 20:35

          No, I am just clarifying

          • [Deactivated] on 31/05/2019 - 00:16

            @786: @11: They did maybe make money from the toll. Saved you probably 10-15min and they where able to take another fare quicker. In a way it's a win, win only if you where in a hurry.

    • trienchieu12 on 30/05/2019 - 19:48
      +4

      In fact, driver gets less money because shorter route and less driving time by taking toll

  • p1 ama on 30/05/2019 - 19:44
    +3

    The driver came over and there were too much closures because of this event at Olympic Park and I think Uber showed the driver to take the toll road (which was about $4 extra) which I don't really care but I thought that the Uber Driver should ask the Passenger first before taking the toll route.

    The elephant in the room is that you would have paid more if the driver did not use the toll road as it's likely you would have been fudging around on jammed up roads due to the closure.

    Basically, I think what it comes down to is that there has to be some standard for what is the optimal way to choose a route. I see two - the fastest route, and the cheapest route (this may involve going on smaller roads for less distance but more time, or perhaps tolls). I think you should be able to choose between them, but ultimately Uber wants to take as many passengers as possible - so the fastest route makes the most business sense.

    Either way, you are shown the route in your app. If you don't tell the driver to take another route then you implicitly agree on the route Uber presents.

  • resubaehtgnolhcs on 30/05/2019 - 20:16
    +1

    OLA

  • whooah1979 on 30/05/2019 - 20:40
    +4

    about $4 extra

    The $4 probably saved you 20min in traffic. You should've given the driver a tip and thanked them.

    • 786 on 30/05/2019 - 20:46
      -3

      There was no traffic thanks.

      • whooah1979 on 31/05/2019 - 05:56
        +1

        Parramatta road is busy everyday early morning to late in the evening.

      • ThadtheChad on 31/05/2019 - 09:54
        +3

        You wouldn't have known, you went via the toll road.

      • berger on 31/05/2019 - 13:51

        you mentioned road closures in the original post?

  • Davo1111 on 30/05/2019 - 20:52
    +3

    just drop it, $4, and youre in the wrong.

    • 786 on 30/05/2019 - 21:29
      -4

      I was just trying to clarify the matter here but it seems to be going the other way :)

      • p1 ama on 30/05/2019 - 21:31

        I was just trying to clarify the matter here but it seems to be going the other way :)

        Not really, you were trying to rile up the forums and it turns out that most people don't really care.

        • 786 on 30/05/2019 - 21:32
          -1

          Ok, lets keep it that way then :)

  • KingJuf on 30/05/2019 - 23:04
    +3

    In hindsight OP, do you really think this thread was really worth it for the $5 in toll fees…

    • [Deactivated] on 01/06/2019 - 20:54

      Thanks God,Its only for $5. Imagine its $5,000

  • knasty on 30/05/2019 - 23:10

    With the state of Parramatta Rd they did you a favour by taking the M4. That said I have complained in the past when Uber maps has taken me on a much longer toll road route than was necessary (that was $20 difference).

    • countmein on 31/05/2019 - 08:00

      I think it depends on timing, I've got a ride through Parramatta Rd at midnight from city to granville, where barely cars on the road still the driver took M4 regardless. I dont mind stopping at traffic lights (its just 3 suburbs away while the destination is on parramatta rd anyway)

  • rave75 on 31/05/2019 - 00:09
    +1

    FYI Uber ALWAYS take you through tolls. Driver follows the uber map. Tell the driver beforehand if you don't want toll. Some drivers will ask you to confirm but they are not obliged to.

    • fatal on 31/05/2019 - 14:47

      Uber takes you through tolls because the navigation is provided via Google Maps. The quickest route on GMaps is usually the toll, it's not a conspiracy to charge you the toll rate because they simply pass that on - there is no profit from it.

      • rave75 on 31/05/2019 - 15:08

        Yeah. But with google map you can turn off the toll. You can't via uber app when you order.

  • OneJay on 31/05/2019 - 00:15
    -3

    If I know the route I typically suggest to the driver to let me know if they want to use Toll roads.

    It irks me when retailers assume and charge extra. Happened to me the other day filling up with petrol - the cashier, presumably the owner, motioned for me to show him my debit card, which I obliged, which he quickly took and tapped after adding 2.7% surcharge to it. I never PayPass independents or small merchants and always use debit which has lower merchant fees. It fully negated any petrol saving I’d kept in mind passing 3 other stations. Told him what I thought and he smiled slyly and didn’t say anything - he was mute from I presume previous throat cancer going by the tube on his neck.

    /rant. Please neg me lol.

  • Needles on 31/05/2019 - 00:58
    +4

    jesus whats a big deal for using toll

    • points4life on 31/05/2019 - 01:49
      +3

      And all this for $4… I wonder how OP values his/her time.

      • dufflover on 01/06/2019 - 17:14

        You must type really slowly then …

        OT but I see a lot of irony about OzBargain definitely over-valuing "time".

        • xoom on 02/06/2019 - 09:32

          But but but it's not about the money. It's the principle. LOL

  • voteoften on 31/05/2019 - 08:25

    I took an Uber two times recently in Sydney to/from airport . Both showed the same route. From the airport there was a toll road charge. Can the drivers just randomly claim tolls?

    • Love a bargain on 31/05/2019 - 13:36

      Is that the Eastern Distributor? If so, toll is only charged when travelling northbound

      • voteoften on 01/06/2019 - 13:30

        I don’t know. I have spent a lot of time in Sydney, but never drove except in the north shore area. (Too scared to drive in that traffic 😧) thanks, that’s probably it. It was domestic to the cruise terminal and back.

  • Carmen Sandiego on 31/05/2019 - 08:48

    I had a similar incident in Melbourne.

    Took an Uber from St Kilda to Kew and he went through bendy roads, wildly ignoring the GPS at least 4 times and taking a toll road.

    Since it was my first time doing that route, I had no idea he was taking me through a toll road until he entered it.

    When I tried to raise it with Uber, the app kept on saying that the trip and the price was "within their parameters"

    Definitely soured my view of Uber.

  • lltravel on 31/05/2019 - 08:53
    +3

    What's the difference? Would you rather he take a longer route and it goes over $25

    People these days seem to dispute everything.

    Its $4 get over it

    The terms and conditions even highlight you're responsible for any toll charges.
    Additional charges may apply to your trip, including tolls, surcharges, or other fees. These charges are automatically added to your trip fare. Please note that charges added to your trip fare may not exactly match the amount paid by your driver. … In some cities, tolls and surcharges reflect an estimate.

    It doesn't state the driver has to tell you this

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