Uber has announced that it will be rolling out the Incident Response Team (IRT) call-back line to all Sub-Saharan cities where Uber operates. In March 2018, Uber in South Africa announced this safety and security improvement for safety-related matters which connects riders with Uber’s dedicated IRT within minutes.
The call-back line provides riders with 24/7 access to speak to Uber’s Global Incident Response Team (IRT). With the IRT call-back line, riders have been able to submit a ticket for a critical safety incident or accident through the app, including their contact number and short description of the event, the rider then receives a call-back within a couple minutes from Uber’s Global Incident Response Team.
Alon Lits, General Manager for Uber Sub-Saharan Africa, “We have received such positive feedback from riders regarding the IRT call-back line, especially as they have requested the need to be able to speak with our teams in the event of a critical safety-related issue. The IRT call-back line is a great feature especially when riders need additional information about processing an insurance claim with our partner, Chubb Insurance South Africa Limited, a global insurance leader.”
While part of Uber’s commitment is to ensure rider safety, it is strongly recommended that riders always first use the national emergency line (10111). Riders across the region still have access to a global network of customer support centres to provide 24/7 support for general queries all over the world which can be accessed through the app.
How to access the IRT call back line
- Open the menu of the Uber app, and click ‘Help’
- Click ‘Trip and fare review’
- Select the trip in question
- Select ‘I had a safety-related issue
- Submit a ticket through the node, including a contact number and short description of the event
- The rider will then receive a call-back within a couple minutes!