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The Uber service at airports such as Mexico City, experienced various attacks at the time because it was an innovative service at the time, now the customer service it offers is the one that pales.
Customer service has for years been one of the weaknesses of brands when competing in the market.
Despite the fact that Uber transformed the private transport market and launches increasingly professional services, the quality of the service in Mexico raises questions about the functionality that this type of development will have in the market.
Uber is one of the leading platforms in the private transport service through applications, however, in Mexico, the service is popular but also controversial, because it has lost the quality that has distinguished it, largely due to the act of its driving partners.
With a service in doubt in Mexico, the platform has announced a new functionality and when thinking about its role in the country, it makes us wonder about the effectiveness it will have in this market and how important it will become to renew the culture of service that it offers in the country.
@Uber_MEX They already canceled my trip from terminal 2 of the airport 8 times, as there is a dynamic rate they are waiting for me to go up, what a bad service, I understand that it is their job, but they abuse it!
– yamil mccoy (@yamil_mccoy) September 27, 2021
@taxitotsa very bad, more than 35 min standing waiting in line, no cars, bad service. 5 more educated people ahead of me ..
And i can’t use @Uber_MEX here at Mty. 🤦♂️@Profeco @MTYAirport
– Armando Glez (@Armando_conty) June 23, 2021
Uber launches a curious function
Uber has enormous potential in digital, where it has been transforming the customer experience it offers, only that customer service is not the brand’s strong suit.
Due to this, it is essential to understand what aspects help it to consolidate better and develop better experiences in the market, so its new service designed for passengers arriving at airports and its adaptation in Mexico has to be analyzed.
The platform already has services such as scheduled trips, which have become one of its most important functionalities.
Despite the value that the brand has thanks to these tools, its effectiveness is questionable when it comes to landing it in markets where the driving partners seem to commit bad practices.
A quick review of user complaints made on social networks shows all kinds of cases, such as that of Yamil Mccoy, who exhibited the cancellation of 8 trips in his transfer from the AICM to his destination.
“As there is a dynamic rate they are waiting for it to go up, what a bad service, I understand that it is their job, but they abuse it!” The passenger lamented in his complaint.
The event became a terrible precedent and a reminder of how important it has become to understand the market and not only that, to land better strategies to make innovation truly functional.
Due to this, the service that Uber has just announced, where you can follow the flights of your passengers so that the transfer is ready as soon as you arrive at the air terminal (which can be scheduled 30 days in advance), makes you think about the challenges of adapting it in our country.
The function of attention to your flight arrival can only be chosen in the Uber black and Uber Black SUV options, so these units will be waiting for you for up to 60 minutes, only this service will have an extra cost, however, it facilitates the experience transfer, especially when we take into account the disembarkation, luggage collection and in some cases review of the transferred in case of coming from abroad.
This type of service forces brands to review the service culture they have and, most importantly, the measurement of the results that these experiences have, so it is tremendously important to learn from innovation once it is put into action. in the market.
Undoubtedly, there are guidelines from which it is worth thinking about the market and as expected, a tremendously important aspect in this exercise is that which has to do with the way the market transcends.
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