Driver Guidelines for a Great Rider Experience

Hitch expects top-tier service from our drivers. Riders rate their trips based on the following:

1. Car Quality (Is the car well-maintained? 1-5 stars)
2. Driving Quality (Safe driving and obeying road rules? 1-5 stars)
3. Conversation (Did you respect the app’s conversation setting? 1-5 stars)
4. Car Cleanliness (Was the car clean and fresh? 1-5 stars)
5. Overall Rating (Would they recommend you? 1-10 stars)

💡 Your Overall Rating should remain above 80. Dropping below 80 may result in suspension or account removal.

Common Causes of Low Ratings

• Harassment/Arguments: Never argue with riders. Contact support if issues arise or if their pickup/drop-off requests don’t match the booking.
• Unsafe Driving: Avoid illegal maneuvers, near misses, and speeding. Always follow road laws.
• Uncomfortable Conversations: Avoid complaining about traffic, politics, or sensitive topics. Keep audio appropriate and neutral.
• Talking Too Much: Respect the rider’s preference for silence if indicated in the app or by their demeanor.
• Odor and Cleanliness: Ensure your car is clean, free of clutter, and odorless. Smoking odors are a common complaint. Unpleasant smells can lead to suspension and may require proof of professional cleaning.

Tips to Improve Your Rating

1. Talk Less, Listen More: Respect silent preferences. Keep conversations light and avoid personal topics. Follow cues from riders.
2. Keep Your Car Fresh: Clean seats, windows, handles, and floors regularly. Avoid smoking, as the smell can linger.