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I arrived at DFW airport 9/22/2021 about 6:00pm. I requested an Uber trip to my home and got accepted.

The trip charge would be about $23. The driver texted me at 6:05 pm he would ARRIVING SOON with car make, model and plate number, I was waiting there for a few minutes after receiving the text, and couldn't find the car. I then walked to the opposite traffic direction for about 50-100 feet and found the car. But the driver, Ernest, told me he had cancelled the trip.

He said he can still drive me home if I pay him directly. I paid him $23 dollars (the same amount Uber would charge me) through Zelle's from my bank account to his account. After coming back home, however, I found I was charged $5.08 cancellation fee.

It is unreasonable to charge me cancellation fee, and it is an unprofessional way to do the business. The first, the driver didn't texted me when he has arrived ( He supposed to text " I have arrived, please find car maker, model, plate number", not "coming soon" which means not having arrived yet ); The second, if driver didn't see the customer, he should contact the customer either call or text; The third, when the drive want to cancel the trip, he should text customer the trip is about to cancel in 1-2 minutes.

Fourth, I shouldn't have been charged the cancellation fee, which was not my fault.

Not to say I have paid the driver $23 for the trip to my home.

Uber is a large public company. I hope your management and business be in a better and more professional way.

User's recommendation: Beware the trip can be easily cancelled by driver for any reason.

Monetary Loss: $6.

Preferred solution: Full refund.

Location: Lewisville, Texas

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