Passenger made you feel unsafe or uncomfortable
You have the right to decide if you feel comfortable picking up a passenger. Your personal safety comes first.
If you ever drive up to a passenger and you feel uncomfortable for safety reasons, let us know about it as soon as possible by tapping 'Contact Support' in the Fleek driver App. You may ask the passenger to cancel the ride, or cancel it yourself if they won't.
Passenger not ready
If a passenger asks you to wait after you arrive to pick them up, let them know you'd be happy to. The ride will start automatically 1 minute after you've tapped to arrive so that you'll be compensated for your wait time.
Passenger not at pickup
If your passenger isn't outside when you arrive, we recommend waiting a minute or two, then giving them a call. If your passenger does not answer, wait a little longer until you can mark them as a no-show.
Wrong pickup location
The app automatically drops your passenger’s pin in their current location. If they move it elsewhere, they get a pop-up notification asking them to confirm it's in the right place.
Still, some passengers will purposefully place their pin away from their current location — whether to avoid Prime Time, snag a ride outside of a coverage zone, or find a driver who's available — then give you a call and ask to be picked up elsewhere.
Inaccurate pin drops throw off the system, skewing calculations for Prime Time pricing and heat maps, and can even put you at risk of a citation if you agree to a pickup outside our coverage area.
Protect yourself and help the community by educating these passengers about the proper use of Fleek. Here's what you can do:
- Ask the passenger to cancel, then re-request with the correct pin placement. If that doesn’t work, you can wait and mark them as a no-show.
- Ask them to move inside a coverage area if they're not already, or if they're asking for a pickup from an airport Fleek doesn't have a formal agreement with.
Forgot to tap to arrive
The ride will start automatically after one minute.
Ride ended too early
If this happens before you arrive at the pickup location, you'll no longer be able to call them or navigate to them. In addition, the passenger will be prompted to pay as if they took a ride.
Send us a message by tapping 'Contact Support' below as soon as you can so we can refund the passenger accordingly.
If this happens after you pick up the passenger, ask the passenger to submit a rating for the first ride and send another request. The request should go to you because you're the closest driver.
Drive them as normal, and let them know that you'll reach out to Support. Send us a message by tapping 'Contact Support'. Include the passenger's name and date of the ride, and we'll make sure they're taken care of.
Ride ended too late
If you forget to end a ride, the passenger is charged for any additional time and mileage.
In this situation, it's important you send us a message by tapping 'Contact Support' so we can make sure the passenger is taken care of. Include the dropoff location in your message.
Unable to tap to arrive or drop off
If your app is slow to respond, there are a few things you can do.
As a general rule, keep your phone charged and quit any unnecessary apps. Other apps can significantly slow down your phone when giving rides.
If your app is frozen, try these steps. You'll still be in your current ride even if you exit or uninstall the app.
- Force quit your app and reopen it
- Toggle airplane mode on and off
- Turn your phone off then on again
- Uninstall and reinstall the app