An Uber glitch appears to have sent drivers to riders' final destinations - before picking anyone up

Uber driver NYCAfter dropping off passengers at a Broadway play, Johan Nijman, a for-hire driver who runs his own service and also drives for Uber on the side, drives through the West Side of Manhattan on Wednesday evening, August 8, 2018 in New York City. On Wednesday, New York City became the first American city to halt new vehicles for ride-hail services. The legislation passed by the New York City Council will cap the number of for-hire vehicles for one year while the city studies the industry. The move marks a setback for Uber in its largest U.S. market. Nijman, a member of the Independent Drivers Guild who has been driving in various capacities since 1991, says the temporary vehicle cap is a good start but he would like to see the city do more to deal with the over-saturation of vehicles and new drivers. (Photo byDrew Angerer/Getty Images
  • An issue with Uber's dispatching software is sending drivers to a rider's final destination before picking up the rider.
  • Both riders and drivers have reported the recurring issue over the past week.
  • The company did not respond to a request for comment from Business Insider, but it's official support account said on Twitter that it was aware of the issue.
  • Visit Business Insider's homepage for more stories.

Many Uber drivers and riders are reporting a peculiar problem: drivers were being sent to their destinations instead of the pickup point.

The issue appears to be mainly affecting the Uber Driver app, which is a separate product from the rider app, and sending drivers to a requested destination before picking up the passenger who requested to go there.

"It showed me my pickup location correctly," one disgruntled customer said on Twitter. "It showed the driver my destination location, instead. This happened 2x. The second time, I called the driver and reset my pickup location w/o moving the pin. Only then did the driver get the correct location."

Uber did not respond to a request for comment from Business Insider. The company's verified support account responded that it was "aware of the issue and working to resolve ASAP."

Usually, drivers are not shown a riders' destination until the ride has begun. This helps to avoid cancelled rides if a driver doesn't like the direction or length of a requested trip.

Other riders said they experienced similar issues:

Drivers said that they were experiencing the issue as well.

"Anyone else have this problem," asked a driver in Florida on the popular UberPeople forum. "3 times in Fort Lauderdale in the past two days, I get a ping, head to pickup point and find it is the destination and pax is waiting for me at an address the app did not provide.

App issues are a major complaint among drivers. In interviews with Business Insider, many have said the company often takes months to respond to, and properly address, bugs in the platform.

"Uber delayed two months about bugs in the app, when it was crashing as I was trying to login," Harmony, a driver in Tennessee who asked to keep her last name private to avoid pushback from the company, said. "Finally I gave up and started driving for Lyft instead."

Do you work for Uber? Have a news tip? Get in touch with this reporter at grapier@businessinsider.com. Secure contact methods are available here.

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