> The consumer is penalized for canceling the trip (you can usually get the cancellation fee waived if you have a good reason, i.e. "the driver didn't arrive fo

> The consumer is penalized for canceling the trip (you can usually get the cancellation fee waived if you have a good reason, i.e. "the driver didn't arrive for 20 minutes and seemed confused when I called them") As somebody who has only used Lyft, this is yet another reason why I won't even touch Uber. I've cancelled many times because a driver accepted a request while sitting in their house and then wasted my time while they (presumably) sat on their ass and watched TV. I've also had drivers call me and ask me to cancel because their car broke down or the app on their phone locked up. I don't want to have to call support and argue with them to waive a fee every time this happens. (oh, and your whole comment was spot on... I was just so shocked when you wrote that Uber operates like that that I had to say something)