Two researchers from Data & Society claim that Uber phantom cars show up on the app and confuse users. Alex Rosenblat and Luke Stark are pointing and shaking their heads at Uber, calling it “deceptive”.
Based on allegations from both drivers and passengers, the two concluded that the app displays vehicles that are seemingly very close to the passengers, and yet the estimated arrival time displayed sometimes exceeds 15 minutes.
According to a customer support agent, the Uber phantom cars are actually partners who are looking for fares. The agent went even further with his explanation, stating that the non existent vehicles should be seen as a “visual effect” and not a real time location of the drivers that are currently in the area.
On the other hand, Uber UK completely contradicts the customer support agent’s allegations, claiming, instead, that the cars are real, but noting that they might occasionally lag behind real time.
A spokesperson claimed that Uber’s main focus is to display an accurate number of cars and locations. However, because of latency, this is not always possible. The spokesperson also added that the Uber app only shows eight cars that are the closest to the passenger, so as not to cover the phone’s screen in cars.
What is more, it would appear that (in theory, at least) the app conceals the exact location of vehicles until the taxi ride is requested, in an attempt to keep the drivers safe.
No Uber spokespersons or representatives have yet addressed the other allegations of the writer from Data & Society. Rosenblat also made a comment on Uber’s latest price increases that usually spike during periods of high demand, claiming Uber phantom cars play a role in the scheme.
While Uber maintains it doesn’t inflate the number of cars shown on the app, the study performed by Motherboard showed that, in fact, the app’s map sometimes fails to correlate with reality, leading to user confusion and deception.
The Uber app is available in a version for drivers to find clients and another version for users to find taxis. The latter version can be deceptive and display Uber phantom cars. This can be easier to notice in a more remote area than in a crowded location where you have to wait less for a ride.
Uber, founded in 2009, is now available in more than 300 cities worldwide, generating revenues of almost $10 billion yearly. While the phantom cars on their app can be intended to encourage more users to book an Uber, latency and lagging can’t be entirely dismissed as possible factors.
