The Massive Overreaction To Uber's Response To JFK Protests

Okay, let's start this out by admitting that there are plenty of reasons that people really dislike Uber, and I know that some people have a kneejerk hatred for the company. For a variety of reasons, in some people's minds, Uber represents the very worst of Silicon Valley. While I do think that the company has had some issues -- especially around privacy -- many of the complaints around Uber have been greatly exaggerated or distorted. But none have been quite as ridiculously distorted and exaggerated as the online reaction Saturday night to Uber's decision to drop its infamous "surge pricing" at JFK due to protests there. That resulted in a "#DeleteUber" hashtag going viral and being passed around by many, many people -- including many of my friends who I normally agree with on most things.

The whole thing doesn't make any sense to me and seemed quite ridiculously unfair to Uber (and, sure, some will argue that the company deserves whatever shit it gets, but to me it lessens people's credibility when they throw a fit over something where it appears they took things entirely out of context). So here's the background. As you are, by now, no doubt aware, on Saturday night there were protests all around the US, mainly at major airports, concerning people who were arriving from overseas at those airports, and being barred (or worse, sent back on other flights) in response to President Trump's new executive order concerning individuals born in seven particular countries. As part of this, the NY Taxi Workers Association announced a one-hour work stoppage to protest the executive order:

That afternoon, entirely separate from this, Uber announced that it had turned off surge pricing at JFK: This resulted in many people assuming that this was Uber "breaking the strike" and basically undermining the protest message made by the NYC taxi drivers. And with many people already predisposed to dislike Uber, a meme was born. This was complicated even further by the fact that Uber's CEO, Travis Kalanick, is on one of Donald Trump's "economic councils." Some argued that it meant that he was supportive of Trump and all of Trump's plans, even as Kalanick made it clear that he didn't support the plan and planned to use his access to tell Trump why the plan was bad. But, it didn't matter. Tons and tons of people started tweeting that Uber was evil for supporting Trump and "breaking the strike."

But this makes no sense. The more I looked at it, the more I realized that no matter what Uber did, some people would have likely twisted it into being a way to bash Uber. Here were the options:

• Leave surge pricing in place: People would still argue that Uber "broke the strike" and, even worse, they'd argue that the "greedy" company was "profiteering" off of it by charging much higher rates. Dropping surge pricing actually decreases the supply of drivers, decreases the profit for the company and actually doesn't help Uber very much, because it means longer waits and fewer riders and drivers.
• Stop offering service to/from JFK: People would argue that this was Uber actively working to stop people from getting to the protests, especially since there was a period of time when the police were blocking the AirTrain, which is JFK's main connection to the NYC subway system.
• Stay silent: If only that were possible. My twitter feed over the weekend was full of reporters from major publications tweeting out over and over again their demands from basically every tech company to put out a statement or do something. And, indeed, Uber's CEO had sent out an email making it pretty clear that he didn't support the executive order at all, and that they were actively looking to help Uber drivers who were impacted by all of this.

And then, of course, there was the final option, which was dropping surge pricing, which was probably (quite reasonably!) seen inside the company as a show of support for the protestors, in that they were making it cheaper for people to get to and from JFK to take part in the protests.

I brought this point up with some on Twitter, and their response was that even if it was well intentioned, it didn't matter, because the impact was to "undermine" the work stoppage. That's also silly. Of all things, my undergrad degree is actually in labor relations, and that included multiple semesters of labor history and studying all sorts of things related to work stoppages and the like. When the point of a work stoppage is to push for better wages, then obviously, scabs or breaking a strike, is reasonably problematic to that strategy. But that's not what the NYC taxicab drivers were doing. They weren't making Donald Trump's life any harder (I'm reasonably assuming, he wasn't waiting for a cab from Terminal 4). What they were doing was a sybmolic protest to make it widely know that they don't approve. And they accomplished that mission. Uber's decision had no impact on it (and, arguably, drew more attention to the protest).

So, sure, if you don't like Uber for this, that, or the other thing, feel free to continue to dislike Uber for those reasons. But if you deleted your Uber app because you thought it somehow "broke the strike," you massively overreacted and got sucked in by a meme that involved taking things out of context and misrepresenting reality.

Admittedly, there was one thing that Uber could have done, and didn't -- which was the strategy that its main competitor Lyft did take: announcing plans to donate $1 million to the ACLU (over the course of four years) directly in response to the executive order. This is actually a really great move by Lyft, and kudos to them. Kalanick later announced a $3 million "legal" fund to help Uber drivers, but that's not quite the same thing. Directly donating to organizations that will fight the executive order is a great thing and Lyft deserves lots of kudos for it -- but it's still a bit silly to argue that every company had to take that step to not be the target of a massive negative campaign.

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