Uber in trouble: Low driver earnings, high costs and mounting complaints

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Uber is facing mounting criticism in Bangladesh as drivers complain of high commissions, shrinking take-home earnings, rising operating costs and inadequate protection against passenger disputes, exposing growing dissatisfaction with the ride-hailing platform’s business practices.

A recent 24-hour strike in Dhaka brought the grievances into sharp focus, with drivers demanding that Uber slash its commission from 25 per cent to 12 per cent. They also called for higher fares, transparent trip calculations, fewer restrictions on working hours and compensation when passengers damage their vehicles.

The drivers’ complaints point to a widening gap between the costs of providing ride-hailing services and the income drivers say they retain after deductions and daily expenses. While the platform connects drivers with passengers, drivers remain responsible for fuel, maintenance and other vehicle-related costs, leaving them exposed when demand falls or trips become less profitable.

High commissions eat into drivers’ income

Uber’s reported 25 per cent commission is a central source of discontent among drivers, who argue that the deduction significantly reduces their earnings before they pay for fuel, repairs, rental charges or vehicle instalments.

Drivers want the commission lowered to 12 per cent, saying the existing rate has become increasingly difficult to sustain amid rising operating expenses. They have also demanded a transparent fare structure based on distance and time, arguing that unclear calculations make it difficult to determine whether a trip offers a reasonable return.

The dispute raises questions about how the financial burden is distributed between the platform and the people providing the actual transport service. Drivers must keep their vehicles operational and remain available for trips, but their earnings depend on passenger demand, fare rates and platform deductions.

Without transparent calculations and a commission structure drivers consider fair, dissatisfaction over income is likely to persist.

Long waits, fewer trips and rising expenses

Weak demand is compounding the financial pressure. Drivers have reported spending hours waiting for passengers without receiving a single trip, meaning time spent online does not necessarily generate income.

At the same time, fuel and maintenance costs continue to consume a substantial portion of their earnings. Drivers must pay for fuel, servicing, tyres and repairs even when they complete fewer trips than expected. Those renting vehicles or paying instalments face additional financial obligations.

This creates a difficult cycle: drivers need to spend more time on the road to generate sufficient income, but longer working hours do not guarantee more passengers or higher profits. Unproductive trips and extended waiting periods can further erode the money they take home.

Drivers have therefore demanded fare increases in line with fuel prices. They argue that unchanged fares combined with high commissions leave them bearing much of the financial risk while the platform continues to collect its share of trip payments.

Penalties and passenger disputes fuel frustration

Drivers have also raised concerns about penalties imposed following passenger complaints, demanding proper investigations before punitive action is taken. They have sought compensation when passengers damage their vehicles and stronger safeguards against disputes that can affect their income.

Other demands include improved passenger verification, mandatory profile photographs and more accurate pickup information. Drivers say such measures would help improve security and reduce avoidable conflicts.

The complaints raise concerns about whether drivers have sufficient protection when disputes arise during trips. However, individual cases would need to be examined to establish whether a penalty was unfair or a complaint was mishandled.

Working longer does not guarantee better earnings

Drivers have also called for restrictions on working hours to be removed and for better access to trips closer to their destinations. They argue that unnecessary travel, waiting time and limited trip opportunities reduce productivity while increasing fuel expenses.

The arrangement leaves drivers with considerable responsibility for their operating costs but limited control over demand and trip allocation. Although ride-hailing offers flexible work, unpredictable earnings can force drivers to spend extended periods online in an effort to cover basic expenses.

The recurring demands for lower commissions, clearer fares and stronger safeguards suggest that dissatisfaction extends beyond a single strike. Drivers want more predictable earnings and a clearer framework governing the relationship between the platform and its service providers.

Uber offers support channels but key demand remains

Responding to the disruption caused by the strike, Uber’s Dhaka office apologised to passengers and driver-partners and said it remained committed to providing stable income opportunities. The company said drivers could raise concerns through its Partner Sheba Kendras and in-app feedback system.

An Uber spokesperson disputed the scale of the strike, saying most drivers had continued providing services. The company, however, did not announce acceptance of the drivers’ central demand to reduce commissions from 25 per cent to 12 per cent.

The response highlighted the support channels available to drivers but did not resolve the core dispute over commission rates. The union’s demands for higher fares, transparent calculations and compensation for vehicle damage also remain central to the conflict.

The controversy exposes a difficult question for Bangladesh’s ride-hailing sector: whether a platform-dependent workforce can earn a sustainable income when drivers shoulder fuel, maintenance and vehicle costs while paying a substantial share of fares in commission.

Unless the concerns over earnings, deductions and complaint handling are addressed, the platform risks further erosion of driver confidence and renewed disputes over the terms under which its services operate.