A Melbourne Airport passenger's encounter with a man claiming to be an Uber driver has raised questions about how passengers identify rideshare vehicles at one of Australia's busiest airports.
The woman, who identified herself as Fatima, said she was told her Uber PIN had failed after getting into the vehicle and was offered a journey for the same price.
What began with what Fatima believed was an attempt to obtain payment outside the Uber app became more serious when, according to her account, the driver demanded an additional $20 (£10.52) and would not allow her to leave the car. She called Triple Zero before the driver eventually let her out.
Police confirmed they had spoken to her and made inquiries into the circumstances, although they said they had not received a report that she had been locked inside. Uber said the man was not registered as an Uber driver, making the case a warning about rideshare pickups at Melbourne Airport.
Fake Uber Driver Raises Melbourne Airport Safety Questions
Fatima said the trouble began after she had already left Melbourne Airport and was travelling towards her destination. The driver reportedly told her the PIN had not worked and suggested continuing the journey outside the Uber app for the same price.
She said she became concerned but agreed because the vehicle was already on the freeway. When they reached Southbank, she said the driver sought another $20 (£10.52) on top of the amount they had discussed.
'It felt like a scam, I refused to pay it and I said "look, I was supposed to pay you on the Uber app, this is not on",' she told 3AW's Rumour File.
Fatima said an argument followed and that the driver then prevented her from leaving the vehicle. She eventually contacted Triple Zero, with the driver later allowing her to get out.
Victoria Police confirmed officers spoke with the woman during the early hours of Saturday morning. Police said her call had been diverted to Melbourne East police via the Police Assistance Line and that she told officers the driver had subsequently left with her luggage.
Officers made inquiries and spoke with the driver, who said he had removed the luggage from the vehicle. Police later followed up with Fatima, who confirmed the property had been located and was with hotel or building staff. Police said they did not receive a report that she had been locked inside the vehicle.
The more revealing part of the investigation came from inquiries with Uber. The company confirmed the man was not registered as an Uber driver, indicating that the journey described by Fatima was not being provided through an authorised Uber driver account.
Uber said riders should verify the driver's photo, number plate and vehicle type before entering, as well as use the six-digit PIN at Melbourne Airport when required. The company also said off-app pickups and attempts to solicit cash payments are prohibited under its Community Guidelines.
'Where Uber receives a report that a driver-partner has attempted to solicit an off-app or cash trip, we have processes in place to investigate and take appropriate action,' an Uber spokeswoman said.
Earlier Melbourne Airport Uber Scam Raises Fresh Concern
The incident has attracted additional attention because a similar case involving Australian DJ Darley was reported almost a year earlier.
Darley said she had also booked an Uber from Melbourne Airport and was told after entering the vehicle that her PIN was not working. The driver allegedly asked her to cancel and rebook, with the fare rising from $70 (£36.82) to $120 (£63.12).
After another claimed PIN problem, Darley said the driver offered to stop and contact Uber support. She became suspicious when the supposed support service asked for a bank transfer.
'I'm thinking, this is really weird. I've never heard of [a business like this] asking for a bank transfer from a client,' she said.
Darley ultimately paid $120 (£63.12) and provided her email address after being promised a receipt. She photographed the vehicle's licence plate once she was outside and reported the incident to Uber, which deactivated that driver's account.
The previous case provides context for the latest incident, particularly because both accounts involve a claimed problem with the airport PIN followed by a request for payment outside the normal Uber process.
Melbourne Airport chief executive Lorie Argus said the latest incident had prompted the airport to seek answers.
'To get locked in a vehicle against your will is completely unacceptable so we have escalated that within Uber,' she told 3AW Drive.
A Melbourne Airport spokesman said the airport has worked with Uber, the taxi industry and Safe Transport Victoria on rogue-driver behaviour. The airport's advice to passengers is straightforward: check the PIN with the driver before getting into the vehicle.
'If there's no PIN, don't get in,' the spokesman said.
