It seems like popular ride-hailing app Uber has been testing out an emergency hotline for its users in 22 cities since October last year. Though the feature's existence hasn't been brought to the public's attention until Feb. 20, it was only this week that Uber finally issued a statement about the app's emergency feature.
Dubbed the Critical Safety Response Line, the feature allows both Uber riders and drivers to be routed to two "centers of excellence" in Phoenix and Chicago. The company notes that special representatives, called Incident Response Teams, are available 24/7.
"We are always looking for ways to improve communication with riders and drivers. In select U.S. cities, we have a pilot program where riders and drivers can call an Uber support representative directly for assistance with an urgent situation after a trip," Uber said in a statement.
Thus, if ever something goes wrong in an Uber ride, users of the app could simply call 1-800-353-UBER, and their concerns would be addressed by the company to the best of its abilities.
Despite the presence of the feature, Uber has expressly stated that the Critical Safety Response Line is in no way designed to be a replacement for calling 911. Thus, if a grave incident does occur during an Uber ride, calling 911 and alerting authorities in the area are still the best practices.
Uber has enacted a series of safety features in its app for its users in other countries. The ride-sharing service has launched a panic button feature in India, after a woman accused an Uber driver of sexually assaulting her. In the U.S., however, Uber has opted to not include the panic button in the app's features.
Ed Davis, a former Boston Police Commissioner and a member of Uber's safety board, stated that the absence of the panic button in the U.S. is the company's way to avoid confusion during times of emergencies.
"You don't want to confuse people about who they should be notifying. And you particularly don't want to notify a corporation that is some distance away from the incident that is occurring," he said.
Uber stated that the emergency hotline is designed for urgent cases that are not criminal in nature. If, for example, a rider is diabetic and they forgot their insulin in an Uber vehicle, the hotline would be perfect.
The company has not announced which cities are being included in the 22 areas the feature is being tested on. Uber, however, has stated that anyone in the U.S. would be able to call the hotline and be routed to a member of the company's Incident Response Team.
