Uber is set to allow customers to make bookings over the phone — allowing Kiwis to book without using the smartphone app.
The barrier to entry was discovered in research commissioned by the by YouGov New Zealand, which showed 77% of Kiwis older than 65-years-old are more confident booking a service via a phone-call.
The study also revealed 21% of Kiwis felt a lack of confidence using technology led to feeling socially isolated, with 25% citing limited transportation options as another factor for their isolation.
Designed to increase accessibility and provide more choices for older Kiwis, the service was set to allow those to book an Uber similar to how they would a traditional taxi.
In the same research, 78% of senior Kiwis felt accessible transportation options enabled them to feel more connected to their broader community, with 87% of all Kiwis expressing the importance of in-person connections.
The study also unveiled that over a third of Kiwi seniors lacked confidence in booking services exclusively through mobile apps, and even struggled to download a mobile app.
This widespread challenge could limit their access to various transport and service options which heavily relied on automated and contactless bookings.
The new hotline service would allow people to book their next trip to the grocery store or see their loved ones by dialling 0800 GO UBER. The call would connect riders to an Uber team member, who would assist them in booking a ride 24/7 in areas where Uber operated.
Uber managing director Emma Foley said, in a statement: "We want to offer all Kiwis transport that is convenient and accessible. We understand that for some, particularly older Kiwis, smartphones can be challenging to navigate or they don’t have access to one. In response, we are thrilled to now offer all Kiwis access phone assistance when they want to book Uber ride services."
Reacting to the news, Age Concern chief executive Karen Billings-Jensen said: "As older people transition from active drivers to needing alternative transportation, it's crucial to provide support for maintaining independence, social connections, and mobility.
"Age Concern New Zealand acknowledges the significance of assisting older people during this transitional period and welcomes this development from Uber."
In a statement, Uber said those booking over the phone could expect "the same level of service and safety" experienced by using the Uber app.
"Once a trip is confirmed, a text message is sent to the rider with information about the ride, their driver's name and picture, license plate number and estimated time of arrival, followed by a second text when their driver arrives at their agreed pickup location, ensuring a seamless experience."
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