Have you tried Uber Pool or Express Pool?

Uber PoolEng
Jan 30 60 Comments

I want to get a sense of:

- Issues folks have seen on Uber Pool / Express Pool that make them upset

- what they like best

- and why ( If you’re one of those folks ) do some never choose Pool but instead opt for a more expensive X ?

- any suggestions!

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TOP 60 Comments
  • New / Eng
    Nazarene

    New Eng

    PRE
    Apple
    BIO
    A fool is wiser than a prophet.
    Nazarenemore
    Didn’t have many issues. Did the needful many times and kindly reverted back a 4 star rating to my driver
    Jan 30 0
  • Tesla ujDn56
    I don’t like how pool drop offs can take up to two hours and how the optimization engine is less than smart when queuing riders. I ride pool enough to know that the “dumb” queuing is common enough that drivers are annoyed by it and have come to terms with it. Happy to dm about this for whatever user testing you’re doing, I have lots of feelings about this (and have a deep appreciate for the work you do).
    Jan 30 4
    • Tesla ujDn56
      Regarding X, I always usually take it for airport trips for reliability and trunk size. A friend only usually takes lux because corporate covers their travel and from his conversations with those drivers it seems like business is usually low for them.
      Jan 30
    • New / Eng |l|l||l|l|
      Pool drop offs do NOT take up to two hours, what are you talking about?
      Jan 30
    • Medallia
      nyojvryu

      Medallia

      BIO
      Gorgeous
      nyojvryumore
      I mean he never said over what distance.
      Jan 30
    • Uber PoolEng
      OP
      Would love to get more of your thoughts. I’ll DM you. Our matching algorithms have improved a lot but still leave a lot to be desired.
      Jan 31
  • New eQjn37
    My girlfriend and I use Uber quite often. I wish it was in more cities. We usually use Uber X when there are time constraints. Also when passing an airport quite common for pool or express to get picked up so we would sometime avoid pool or express if we knew there was potential for an airport pickup. At night for safety we also use X. Safety from fellow passengers I’ve been in pool with a few drunks or just waiting outside or walking to a location. The lower prices obviously is the deciding factor. If we seen that Uber X was only slightly more we would opt for it for convenience and not having to share. So it sometimes depends when we look at the price differences between the two if we feel it’s worth it at that specific point in time.
    Jan 30 1
    • Uber PoolEng
      OP
      Totally makes sense. Thanks!
      Jan 31
  • Microsoft zDce41
    Now that you have started using blind for getting your work done, will you also share your compensation with fellow blinders?
    Jan 30 1
    • Uber PoolEng
      OP
      Lol. As if that matters.
      Jan 31
  • Snapchat notcheddar
    I rode a pool in 2017. I was the second pickup. Other rider gets in, was waiting outside. Is courteous and silent whole ride. Rider gets out at his stop and driver gives him a 3 or 4 which was very strange and off putting. Last time I rode a pool. Obviously any driver can do that regardless of ride type but it left a bad taste in my mouth
    Jan 30 1
    • Uber PoolEng
      OP
      Weird! Driver must've been having a bad day! These days in the app, we auto-set the rider ratings to 5 star so the driver only has to tap once to move forward, and they'll really have to go out of their way to give a low rating (and they can defer rating till everyone has left the car as well)
      Jan 30
  • Uber PoolEng
    OP
    Btw Id prefer if you only state issues you’ve had in the last month or so. Some known issues have been resolved.
    Jan 30 0
  • Uber aclf51
    Uber pool 5 min wait time for match in Bay Area too much .. for daily commuters that’s big time waste of time. Everyone in morning time super busy to catch train or bus. Adding 5 min extra for me seems a lot
    Jan 30 3
    • New / Eng |l|l||l|l|
      I normally book it as I'm about to leave the house
      Jan 30
    • Uber PoolEng
      OP
      In the Bay Area, the waiting MAX time varies between 2-5 minutes depending on the route and our prediction of likeliness of good matches near you.

      If you’re waiting 5 min each and every time, do you get any matches? You must be in a low demand area, so we wait longer to try and make the low price worth our while.
      Jan 31
    • Uber aclf51
      Any place in Bay Area I get matched only after waiting for 5 min
      Jan 31
  • Walmart.com 180°
    We have only one car in our house so use Uber express pool pretty often, like 4 times a week. Glad you asked about the issues.

    1. Let’s say the express pool will eventually go by your house to reach to a destination. Still, Uber app will sometimes tell me to walk to point A, pick me up there and then go by my house. Why didn’t it then pick me up at my place? This should be easy to check.
    2. Please choose safe pickup spots. Where people usually get picked up may help in defining “safe”.

    I think otherwise ExpressPool is pretty good.
    Jan 30 2
    • Uber PoolEng
      OP
      Yeah issue 1 is funny. This usually happens because we assume that the driver will take a certain route, but they go a different route which passes by you, making us look dumb!

      But one issue is if we change this pickup spot dynamically , some may not realize it’s changed and be at the wrong spot.

      Would love suggestions on this!

      2. Yes actively working on this
      Jan 31
    • Walmart.com 180°
      I am not sure what kind of navigation services you use at the backend. However, if you had a way to obtain multiple ways to go from source to destination (like what Google maps gives), you could choose a route that is a couple of minutes slower but minimizes walking. Two reasons for this: first is obviously better user experience and secondly people will usually get late, there may be traffic signals in the way taking us more time than needed to walk to the pickup point. So an alternate route that minimizes walking is a better idea.

      If you want to choose pickup point dynamically, you should ask user by observing his/her current location. If user is already on the way or at the pickup point, no point making him/her walk again. If user has not started, then have a prompt asking change of pickup point. Think of how Google does it when they say, “we have found a faster route that saves 2 mins”.
      Feb 1
  • New EcVa56
    I only got this feedback from the Lyft driver who hated uber express pool. The drop off site is often not convenient or safe like in the middle of busy road. Passengers argue to ask the driver to drive just “a couple more blocks”, esp at night or when it’s raining. driver argued that’s not how uber express works.

    In short, she said it’s too much hassle, not worth the time.
    Jan 30 2
    • New / Eng |l|l||l|l|
      People didn't get it before, that's why express is now a toggle to make it clearer you need to walk.
      Jan 30
    • Uber PoolEng
      OP
      Yeah when we make bad dropoff spot decisions, it makes us look dumb and ruins the rider and driver experiences. Were actively working on improving the spot selection quality.

      There are some scenarios where we actually do make a great decision on dropoff spot, but either the rider didn’t realize they have to walk , or they want to trick the system , and in those scenarios we prefer / hope the driver doesn’t accommodate demanding riders and just drop them off at the designated spot.
      Jan 31
  • Western Digital We.Care
    1) Takes longer because of detour
    2) Price, of course, what else?
    3) Company paid for, so why should I save the money and waste my time waiting for another rider? Also sometimes I have a group so I don't want others in my party to deal with another person.
    4) Consumer and business trip riders behave very different.
    Jan 31 1
    • Uber PoolEng
      OP
      Makes sense. Thanks!
      Feb 1
  • Salesforce top kek
    I don’t think pool lets you request for a certain pickup time like x does. Would be nice.
    Jan 30 1
    • Uber PoolEng
      OP
      Do you mean a pre-scheduled ride?
      Jan 31
  • Docker pdbhs2sb
    half my pool co-riders are late or not at the right spot and drivers NEVER give up after 1 minute as they're supposed to
    Jan 30 1
    • Uber PoolEng
      OP
      Working on improving that!
      Jan 31
  • Docker FFIc57
    Uber X only. Pool is too slow.
    Jan 30 1
    • Uber PoolEng
      OP
      I can understand that. It’s definitely a time vs price decision. And for many time is far more important than price.

      But funny enough there actually ARE scenarios where Pool will get you there faster than an X! So at that point the question becomes: do you really want privacy or are you okay with sharing your ride to get you there faster?
      Jan 31
  • HPE efzv44
    I use Uber pool if I don’t have a deadline to get to the place I want to get to. If I need to reach by a certain time I choose X. E.g if I have a meeting I’ll take X, otherwise pool.
    Jan 30 0
  • Adobe jjjx12
    I like it for the price.

    No problems specific to express. Pool was tight with luggage once at an airport, so we cancelled. Nobody had more than 1 bag. I expect this to happen here and there.

    I believe I'm much more resilient to inconveniences than most people that use car service though.
    Jan 30 0
  • Google / Eng
    Swerve

    Google Eng

    PRE
    Facebook
    Swervemore
    Issues I’ve had with express pool which made me switch to lyft:

    1. Waiting for 5min to even know how long it is going to take for the driver to arrive. Lyft, for the same price approximately, doesn’t make me wait. My take is Uber should get rid of this wait time and just roll this in the prediction for how long the driver will arrive.

    2. Making me jay walk on El Camino Real for my pickup consistently. This is in a section in Mountain View where there isn’t any nearby intersections where pedestrians can cross. There is no way for me to report I can’t get to the pick up spot without jay walking.

    3. The ride ends up taking a lot longer because I am matched to passengers going in far away places.

    Overall I found that lyft for about the same price doesn’t make me wait and usually get me to destination faster because they aren’t as aggressive as trying to match me. So unless the Uber express pool is much cheaper than lyft, I don’t bother. Usually, Uber pool isn’t that much cheaper but rather about the same price so I gave up even looking at Uber. I am sad because I liked Uber, but feel like making me jay walk and having to wait 5min before knowing how much longer I’ll have to wait is too much.
    Feb 3 9
    • Uber PoolEng
      OP
      I can understand your frustrations. But just some things to note :

      1. We wait UP TO 2-5 minutes so there’s a higher chance of finding a match for the trip, so that the low price we give you is not going force us to lose Money. As a result, btw, the express pool product is far more of a long term sustainable product than Lyft Line.

      If you find yourself always waiting at least 5 min to match you w a driver, you’re either going a low demand route or we are having a bad bug there.

      2. For sure this is a very annoying issue. We are attempting to get Better at picking better pickup spots , and perhaps rider features to make this issue better. Scalable Suggestions welcome!
      Feb 3
    • Walmart.com 180°
      I agree with all your points OP except the cost comparison. I just checked a route from San Jose to Sunnyvale, Lyft shared - $14 and express pool - $7.5, pool - $12.75... big difference between $14 and $7.5
      Feb 4
    • Uber PoolEng
      OP
      $7.5 with a little walk in the rain, sounds good to me :)
      Feb 4
    • Walmart.com 180°
      Btw... if it is raining and if someone requests express pool, you should give a warning that you may have to walk in the rain (obviously worded better).
      Feb 4
    • Uber PoolEng
      OP
      Totally agree
      Feb 5
    • Google / Eng
      Swerve

      Google Eng

      PRE
      Facebook
      Swervemore
      For price I think it depends a lot on time of day and the route. I just checked my usual route, Uber express pool is quoting me 9.20$, lyft shared is 8.55$ and Uber pool (really the equivalent of lyft shared) is 19$. If Uber express pool was giving me the sense that I am getting a deal, maybe I’d be open to it. But with those prices, lyft is more convenient and cheaper.
      Feb 6
    • Uber PoolEng
      OP
      Yes in those cases Lyft is burning a lot of money most likely for that ride, whereas we’re deciding to not burn as much. Plus, we want people to go toward express pool so the cars on the road are better utilized.
      Feb 7
    • Walmart.com 180°
      @PoolEng how can Uber express pool be 50% of the price of pool? Looks like Uber is either overcharging on Pool or burning money on express Pool.
      Feb 7
    • Uber PoolEng
      OP
      Yes we def overcharge on Pool when we believe it will cause inefficiency. In some countries we got rid of ‘no walking’ Pool altogether. Our goal is to build a sustainable product. Not burn like L does.
      Feb 8
  • Dropbox drl/handle
    These two Lyft Line rides in 02/2018 and 04/2018 made me uninstall the app because it happened too frequently and I couldn’t get my money back (customer support wouldn’t even refund me). I don’t appreciate it when the algorithm takes me more than .2 miles in the COMPLETE opposite direction of my destination.

    With Uber, I think with the some of the bad rides I‘ve posted, I at least got Uber credit back and the bad rides happened more than 6 months apart. Also the zig zags were within the confined space between my pick up point and destination. The Lyft algorithm rubbed me wrong because it made me go in the complete opposite direction right off the bat for one ride and the other one it went significantly past my destination to pick up someone else before dropping me off.
    Jan 30 7
    • Walmart.com 180°
      Was it picking someone up at the south end in your map? If yes, then it’s fair game. The only responsibility of Uber is too drop you off by the latest specified time.
      Jan 30
    • Dropbox drl/handle
      I didn’t know that the only metric of success is time...anyway I don’t like the feeling of driving past my pick up point. Would rather pay more.
      Jan 30
    • Walmart.com 180°
      I said that because I have complained about this twice on their app and all their automated system says is that you reached in time so the long route taken is not a problem.
      Jan 30
    • Dropbox drl/handle
      So BS!! I’m pretty sure there are times where I haven’t reached in time but there is no way to check unless you take a screenshot during booking because Uber consistently updates ETA and costs on the fly. Kind of scammy.
      Jan 30
    • Walmart.com 180°
      Not really... once I reached 5 minutes later than the latest specified time and I got my refund. A couple of times, I got 2-3 mins late but no refund at that time.

      Also, you shouldn’t look at the ETA. When you try to book, express pool gives you a range, your ETA should never fall outside that range. If it does, take it up with customer service. You actually receive a notification of the latest arrival time so there is no way to update it after.
      Jan 30
    • Dropbox drl/handle
      Yeah so it’s BS because unless you take a screen shot for record keeping customer service might not believe you.
      Jan 30
    • Uber PoolEng
      OP
      So it’s not solely looking at the max time, which yes we do show you once you match with the driver on the trip feed. But it’s a major factor. The solution isn’t to not necessarily use that time , but more to reign in that time to something more reasonable.
      Jan 31
  • Dropbox drl/handle
    My Uber Pool express yesterday made me walk an extra block to “put the driver on a more direct route”. I thought maybe the driver had to turn right on that corner, but no I got dropped off and the driver drove right past me. 🤬 This wasn’t the first time. Another time, my driver had to turn right before my destination on the left but the app told him to drive east an extra block before dropping me off so I had to walk an extra block back west. Why are pick up and drop off points on uber pool express so inflexible and dumb?

    Also I’ve been starting to use X more now because I rather spend $3 more than go on some of the bullshit routes Uber pool puts me through. Uber should limit the number of pickups during my ride to like 2 max. There’s been so many times where I’m the first to be picked up and last to be dropped off and there’s 3-4 people picked up and dropped off in between me going to various destinations and the route makes me go in circles or zigzags/snakes. I literally get car sick from so many stops, gos, and turns.

    It’s just not worth it anymore for distances 0.5-1.5 miles in the city. I rather save time and headache and have a more direct route.
    Jan 30 7
    • Dropbox drl/handle
      Total bullshit right here. This was earlier this month.
      Jan 30
    • Dropbox drl/handle
      Another bs pool ride from 04/2018
      Jan 30
    • Dropbox drl/handle
      This pool ride took 26 minutes, same time it would have taken me to WALK. I should have just walked instead of going in zigzags down SF hills to pick up and drop off 2 people and spend $6.50. I would much rather spend $3 extra to save 15 minutes next time or walk. This was 01/2019 as well.
      Jan 30
    • unless the initial estimates are off, looks like it's working as intended. Uber Pool is cheap for a reason
      Jan 30
    • Dropbox drl/handle
      Is time the only metric? Really? BTW the SF ride turned out 4 minutes late. The other ones I didn’t track
      Jan 30
    • Uber PoolEng
      OP
      We try explicitly to avoid taking routes that take you completely out of your way, but yes sometimes we match those rides because we see it will still meet the max eta we promised you. Trust me I hate this. Plus, if the driver makes one mistake in navigation, it could ruin the whole trip.

      In the last month tho, did you run into these types of situations. We did improve a lot this last year.
      Jan 31
    • Dropbox / Eng 100k🔗🐼
      I haven’t run into a wrong turn situation, no.
      Jan 31
  • Dropbox drl/handle
    Jan 30 0

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