Offering reliable rides at South Florida’s airports

We’ve noticed that many trips you accept at the airports end in cancellations. We understand that things come up and you may have to cancel a trip you accepted, but only doing this on rare occasions keeps Uber reliable for drivers and riders, as it minimizes waiting times for everyone.  In addition, encouraging riders to cancel trips creates poor experiences for both riders and drivers.  If you are unable to accept and complete trip requests, you can go offline at any time.

We’re reaching out to help you learn about how cancellation rates work, how to improve them and particular information about the airport(s).

What is a cancellation rate?
Your cancellation rate at the airport is based on the number of trips canceled out of the total number of trips you accept while you are in the FIFO (first in, first out) queue at the airport(s).

How do the airports work?
Airport trips work a little differently than normal trips in the city. To receive a trip request at one of the airports, you need to enter the FIFO area, where you will be placed in a virtual line to receive a pickup request from the airport.

  • Drive into the dedicated staging area per the map
  • You’ll be placed in line for the next pickup—pickups work on a first-in, first-out basis
  • Once you receive and accept a request, pick up your rider on the arrivals level

More details for each of the airports can be found here:

How can I provide the best experience at the airport(s)?
You can lower your cancellation rate by completing most of the trip requests you accept within the airport queue. Cancelling a trip should be rare, for example, when you have waited a long time at the designated pickup location and cannot locate the rider.

It’s always best to follow the app carefully to where the rider is waiting for you. Once you have arrived where the rider is waiting, if you cannot find him/her, feel free to call them. This will help decrease the number of times a rider needs to cancel.

We hope this information helps you improve your cancellation rate over the next week. If a lot of your accepted trips at the airport(s) continue to result in cancellations, we may prevent your account from receiving airport trip requests for a period of time.

We’re here to help. Don’t hesitate to reach our at with any questions, or select Help in the Uber Driver App.


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