Lindt Chocoloate and Uber have been innocently inserted into a fatal hostage situation by an ISIS terrorist in Sydney Australia — but only Uber was found capitalizing upon it. The situation left three dead and many others fleeing for their lives, turning to their Uber apps to escape the area of violence.
Uber has had other negative press recently for questionable behavior of a driver in Washington D.C. But this time it was not the nature of the ride that was in question: it was the action of the app itself. Desperate customers naturally increased the demand for Uber rides during the emergency, and Uber responded to that demand by quadrupling fare prices. Taking advantage of helpless people in need.
Uber did try to make up for this extreme error by refunding passengers and providing free rides. When a company fails to rise to the occasion AND backstabs its users, it is hard to save face with that current customer base. Uber's action broke the trust, the essential element of a strong customer relationship; not just a faulty product or rude service employee that could be remedied by discounts or free product. Hopefully Uber has learned to take the high road, and reap the benefits that would have overshadowed the profit: being a beacon of customer care, safety and dependability without question for the sake of their customers.
By: Alex May, tekMountain Team Member
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