Complaints about rideshare drivers appear to be on the rise in Toronto, including one woman’s recent experience with an inappropriate driver, prompting other riders to leave tips about using the apps.
Some commuters in the city are sharing their concerns online after going through uncomfortable experiences with rideshare drivers.
Last weekend, Toronto resident Ciara Salloum shared a strange conversation she had with a rideshare app Hopp driver on social media.
In a TikTok video, Salloum said she was in the car when the driver started asking her personal questions about having children and being married.
The rider said she was answering the questions, trying not to be rude to the driver, until he asked her something she felt was inappropriate.
“He didn’t ask, ‘Do you have a husband?’ He just assumed. And that kind of was when I started to get really bothered after the kids’ [comments and] I was like, ‘Oh, I don’t have a husband.’ And he was like, ‘Well, then what do you do for sex?’ And in that moment, I definitely froze,” she told Now Toronto on Tuesday.
@ciarasalloum Until I have confirmation that Hopp has removed this driver from its platform I won’t be supporting them. #hoppapp #safety #toronto #hopp #rideshare #torontotiktok ♬ original sound – Ciara 🤍
Salloum said that after the question, she decided not to leave the car, as she didn’t think she was in immediate danger, but stopped interacting with the driver, saying she was listening to a podcast on her headphones.
“I have under 10 minutes before I get to where I’m going. If I can just ride in peace, I’m gonna stay here. I don’t think my physical safety is at jeopardy, just my emotional safety and I can suffer through it. But then the issue is that we shouldn’t have to suffer through,” she said.
“I am a 33-year-old who’s pretty tough, pretty outspoken. If I didn’t even fully know what to do right away, in that scenario, I can only imagine that someone who’s maybe, like, a 20-year-old taking that ride would be mountains more uncomfortable,” she added.
Upon getting to her destination, the Torontonian left a one-star review on the app with a note about what happened and contacted Hopp support directly to report the incident.
But according to her, the platform said it could issue her a refund for the ride and conduct an investigation, but wouldn’t tell her whether the driver was still on the app.
“It did say, right away, this driver will no longer be matched with you. So that’s good, but it’s not enough, because it can still be matched with any other girl ordering a ride in Toronto,” she said. “The selfish thing to do is accept that and move on.”
In a statement to Now Toronto on Tuesday, Hopp told Now Toronto that drivers who engage in inappropriate behaviour are suspended from the platform right away and investigated.
“Any driver reported for inappropriate behaviour is immediately suspended from our platform while a full investigation is conducted. Our safety team is notified right away to assess the situation and intervene if necessary, including acting swiftly in emergencies,” a spokesperson said in an email statement on Tuesday.
But Salloum is not the only one who has faced issues with rideshare safety lately.
A few months ago, another resident shared online a story about one of her clients getting kidnapped by an Uber driver, who wouldn’t release her until she agreed to go on a date with him.
According to her, the customer was taking an Uber home when the driver said he would take her to his home instead. Upon refusing to go into his house, the driver took her to Scarborough Bluffs hoping to take a walk with her. But as the rider didn’t get out of the car, he agreed to drive her home as long as she committed to going on a date with him.
In a post on Reddit, another commuter in Toronto also says she has had problems with rideshare apps in the region, including instances of inappropriate conversations or drivers following her to her apartment.
SAFETY TIPS FOR RIDESHARE
As more commuters, especially women, report safety incidents on different rideshare apps in the Greater Toronto Area (GTA), the apps and riders are sharing tips online for maintaining safety.
Hopp says the safety of riders and drivers is a priority for the app, and that it is continuing to develop mechanisms in the platform to keep users safe.
“We also collaborate closely with law enforcement if a crime is committed and provide full support during their investigations. Every case of this nature is handled with urgency and care. We recognize that many people, especially women, choose our services for a greater sense of security, and we are committed to building that trust through action. To that end, we have already implemented several safety features to help protect riders before, during, and after a trip,” a spokesperson said.
Some of the safety tools available in the app for passengers include live trip-sharing, in-app emergency button which connects with emergency services, app trip monitoring, and anonymized communication between drivers and passengers.
Meanwhile, Uber has outlined a series of steps that riders can take to protect themselves. The first tip is to make sure you’re getting into the right car by confirming the driver’s license plate, car make and model, and double-checking the driver matches their photo. It also suggests that riders should ask for drivers to confirm their name before getting in.
Other tips include sitting in the back seat, wearing a seat belt, sharing trip details with a loved one, not giving out personal information and being respectful.
Similarly, Lyft highlights their efforts to keep riders safe, including verifications, background checks, and mandatory safety education for drivers.
Rideshare app carpooll.com has also shared informational videos about safety steps customers can take during a trip, including sitting in the back and looking for child locks.
@carpooll.com Rideshare and Carpool Safety: 5 must-know tips for women. Before getting into a car with an unknown driver, make sure to always follow these tips Share this with your friends and loved ones. #SelfDefenseTips #Safety #WomenEmpowerment #rideshare #carpool #carpooling @TodoToronto @Narcity Toronto @narcitycanada @Narcity Ottawa @RTN Canada ♬ original sound – Carpooll.com
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Rideshare users are also weighing in online with their own safety tips, stressing that riders should do whatever they can to protect their personal information, including lying if necessary.
If riders feel like they are in immediate danger, they can also report the ride through the app or even contact emergency services directly.
