Test Captain Shan Masood loses his cool after he lost his luggage on an Uber ride in England. The cricketer took to social media to share his discontent and lack of response from the ride-sharing company.
He wrote a detailed thread on X narrating the incident of losing his bag on the ride. Masood said: “Left my bag in an Uber yesterday. Shocked by the support team’s poor and failed attempts to contact and track the driver for nearly 24 hours. Furthermore, inaction in following up with him after he acknowledged he has my bag.”
He said that the lack of communication and poor customer service support explains how low rider safety and customer service ranks. ” Support staff hung up twice midway while I was expressing my distress. No communication from driver and inaction from Uber speak volumes about Uber’s stance on how low rider safety and customer service rank,” said Shan Masood in his tweet.
Masood was furious about the company’s lack of action for 60 hours after registering his complaint. “Unbelievable how there’s no response 60 hours after the incident was reported. If the driver has acknowledged he has the bag and chooses not to contact me, isnt that questionable? Yet Uber and their policy protect a person holding onto someone’s property,” he said in the tweet.
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“If someone is getting paid through @Uber, and has acknowledged having the customer’s property, don’t respond to @Uber or contact the customer, isn’t @Uber facilitating that person in the wrongdoing? Can someone help here, please? The bag is extremely valuable.” he said in his last tweet.
Uber Company finally responded to Shan Masood on his tweets. Responding to his tweets, they said: “Hi Shan, we’re so sorry about your recent experience and want to look into this for you. We have escalated this to a specialized team for further investigation.”
Responding to them, Shan Masood said: “The specialised team have not helped at all. Its been 72 hours of me constantly calling and complaining. The driver’s interests are the only thing being protected here even when theyre holding onto someone’s property. The customers well being and rights are being compromised.”