A thirty-three-year-old trans woman has slammed Uber for refusing to let her change the name on her account, resulting in drivers constantly referring to her as 'sir'.
Charlie Hadley, from Bristol, England, began to transition a year ago and wanted to change her name on the app but her request was rejected.
Her form explained: "I'm trans. Martin is my deadname, Charlie Hadley is my name now."
Not only was her request rejected, the company even went as far as to deadname her in their response, telling her that her request would not be possible as she had previously applied to be a driver.
The solution, of course, was to create a new account, but she struggled to do so as she already had an account linked to her phone number. She has claimed that trans customers are "not on Uber's list of priorities."
"I've transitioned for almost a year now. I really hate getting in the cars and being asked, 'how's your night, sir?' It makes me feel unsafe. I've had the experience while wearing women's clothes and I've been called sir," she said.
"I feel my account is outing me as a trans woman and it shouldn't. I shouldn't be outed as a trans woman because of a stupid internal software process.
"I feel much safer with Uber than with other taxi drivers because I know there's a record of who drove me, but I still worry something could happen.
"I don't want to get into a conversation about being trans with the drivers, especially if I've had a few drinks and I'm coming home."
The customer has now been left to message back and forth with Uber as she attempts to continue the 'frustrating' process, with Uber revealing that they don't even let drivers change their name.
"I tried to change my name through the Uber app and when you try and do that, you have to fill out a form to verify why you're changing your name," Charlie explained.
"The message I got back was about internal processes. In the past, I tried to become a driver. I created a possible driver account and went along to their information session, but my car wasn't new enough for them. It didn't go any further.
"They said they don't allow their drivers to change their name at all, not even once.
"They should have processes for drivers to change their name. I understand they might be worried about drivers with a bad reputation changing their name, but Uber should be able to handle that through other mechanisms than just a name.
"They said I need to create a new account, then I can manually message them and they'll merge my old account with my new account.
"But if you've used Uber before, you can't create a new account because it's linked to your phone number.
"Now I have to fill in another form to try and get them to create a new account. It's just another thing. It's very frustrating."
Charlie then notes that Facebook has a "real name policy" and they are absolutely fine with changing your name.
"Uber sponsors Pride events and they are one of the companies that change their logo every Pride Month. It should be much easier to change your name and email address on your account.
"They don't help their trans users and I feel really bad for drivers if they're not able to transition.
"It's not on their list of priorities. I think they've never considered what the journey of a trans person would be."
But an Uber spokeswoman spoke out: "Uber is committed to diversity and inclusion and has a zero-tolerance policy for discrimination including based on sex or gender.
'We are sorry that the user had such a poor experience with us, and we are currently investigating how we can improve our processes."
What do you think?