Bugs like this happen sometimes. I used to work at Uber, here is what happens with bugs like this: - Some engineer will get paged, look at the incident, and

Bugs like this happen sometimes. I used to work at Uber, here is what happens with bugs like this: - Some engineer will get paged, look at the incident, and eventually the root cause of the bug will be found. - The root cause of the bug will be fixed to prevent it from happening on new trips, new fare calc tests will be added, etc. - Engineers will identify which commit introduced the bug and which dates/trips are possible affected. - Someone will run a batch job that recalculates fares for all of the trips that might be affected, and payments will be made to any drivers who were underpaid. The time this takes from when an engineer is first notified to when all trip fares are recalculated and drivers are paid out varies based on the complexity of the bug, but in most cases this would take no more than a few days. The time it takes for an issue like this to be notified to engineering also varies on the complexity of the bug, it's anywhere from within an hour of when bad code is released to many months for the most subtle bugs. A lot of the people in the comments here are reacting negatively to the fact that support tickets are partially automated. However, there are a few things to note. The first is that fare calculation code is very complicated, it involves lots of geofence calculations (e.g. to detect toll roads or bridges) and in some cases there are other location-dependent rules, various promotions may be running, etc. The only people at Uber who are qualified to determine whether or not there is a fare calculation bug are the engineers who actually work on fare calculation code. Sometimes there are obvious errors (like in this example), but in most cases the fare calculation bugs are subtle enough that support agents wouldn't actually be able to verify if the code is wrong. Even if the support person could tell there was an error (as in this example) the best they could do would be to escalate the issue to engineering and wait for a fare calc engineer to investigate. Additionally, besides support tickets there are a lot of other monitoring systems that look for abnormal deviations in number of trips happening, fares, etc. If there is a major bug affecting something like fare calculation it will show up in these metrics and someone will investigate. I don't work at Uber anymore so I don't know the specifics of how this bug was handled. But in general I would say that bugs do happen sometimes, and Uber has policies that seem reasonable (to me) for detecting the problems and correcting any erroneous payments made.