Winnipeg couple claims Uber driver locked them in vehicle for 5-star rating

Saturday night began as a fun night out with friends for one Winnipeg couple.

But by the end, it turned into a terrifying experience when they were picked up by an Uber driver.

“We were confined against our will in a car until we provided something to who was in control,” said George Orallo.

“When you go out and you want to do the responsible thing and get home safe, there shouldn’t have to be any concern about who’s getting you home safely.”

Orallo and his partner were heading home from around Corydon Avenue in Winnipeg, so they called an Uber. He says something was off the moment they stepped inside the vehicle.

“Well the first red flag that we got in the car, because I’ve taken Uber for years, and instead of a greeting, the Uber driver asked me, do you agree to a $17 charge on your credit card for the fare? Which puzzled me because in the Uber app it was only under $10,” he said.

Orallo says their ride was short, but it was what happened at the end of the trip that made him anxious.

“When we arrived at home, I went to unlock the door and the door was locked,” Orallo recounted. “So I tried to fumble with the lock and the windows to open the door, and at this point I felt that the Uber driver demanded a five-star rating. I didn’t think he was serious until I gave him the five-star rating, and that’s when he actually unlocked the door for us to exit.

“I could tell my partner was a little bit unsettled and could see what was going on. I could tell that she was nervous and very uncomfortable and after having a conversation as soon as we exited the vehicle, she looked at me and said I feel unsafe.”

Orallo says he contacted Uber support right away after getting home, and spent hours going back and forth with the text support team.

“Uber seemed like they were trying to protect their driver,” he said. “They said that they would investigate it, they would look into his account.”

Uber’s requirements for drivers to operate in Winnipeg include a safety screen that includes passing a criminal record screening every year.

Uber says safety measures include GPS tracking for all trips, location and trip sharing for riders, and an audio recording feature that stays locked unless someone, a rider or a driver, reports a safety incident.

But Orallo says none of these safety measures helped him or his partner.

“Makes me really wonder if I will ever take an Uber or a rideshare company again,” he said.

Less than 30 minutes after CityNews shared information about Orallo and his Uber driver with the company’s safety communications team, Orallo received a full refund for his trip.

Initially, Uber had simply refunded Orallo’s $5 tip.

“The rider’s experience is concerning, and we take reports like this seriously,” Uber said in a statement. “We’ve investigated the matter and taken appropriate action. We remain firmly committed to the safety of everyone using the Uber platform.”

Orallo says he didn’t like how the company responded from the get-go.

“If they would have said right away, ‘we’re sorry for the inconvenience we will refund your trip and we will have an investigation and take proper actions against this driver if needed,’ I would have been fine,” he said. “But the runaround and ‘we’re here for your safety, we’re gonna be looking into his account’ … it’s not about the refund. It’s about them having the awareness that they have drivers on their staff that are trying to take advantage of people.”