If something is stolen or lost during an Uber ride, getting meaningful help from the company may be more challenging than you think.
One passenger turned to X to express her frustration after trying to resolve a situation with Uber. She stated that her driver allegedly stole her purse with her passport inside, as well as her 76-year-old mother's medication.
In her post, which had amassed over 40,000 likes, she detailed her struggles to get assistance from the company.
hey @Uber — yesterday a driver stole my purse with my passport and prescription medicine for my 76-year-old mother.
— Felicity Pereyra (@fpereyra) March 30, 2026
your AI agent can't seem to recognize I'm reporting theft.
why am I not able to talk to a human being?
"Your AI agent can't seem to recognize I'm reporting theft," she said. "Why am I not able to talk to a human being?"
In recent years, Uber has adopted AI into multiple areas of its company, including customer support.
While it has claimed AI chatbots used in customer support scenarios like this one will provide "seamless customer experiences" and "enhanced engagement," real user experiences tell a different story.
In an effort to remedy this situation, however, Uber Support replied to the post, stating, "We're interested in supporting you as soon as possible with your request. Please provide us with more details about what happened via DM so we can assist you as soon as possible. We're reading you!"
One commenter snapped back: "Is this another AI response?"
This concern is not exclusive to Uber; other rideshare services, including Lyft, have also faced criticism for inadequate customer protection against various issues, such as the use of AI-generated images to falsely accuse customers of untoward behavior.
These incidents highlight the broader issue of AI replacing human jobs, leaving not only workers without opportunities but also customers with more frustrating and error-prone experiences.
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Save $1,000 this year 💸 Many users responded with disbelief regarding Uber's so-called support.
"This is serious … not something an AI should be handling," one commenter stated. "You need a real human, now."
Another chimed in about the customer experience, saying, "These companies have fired so many people and left us with these stupid robots that don't understand our grievances when contacting customer service. Truly the worst experience for customers."
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