When a problem arises, there are a limited number of ways to access support. These have reduced over time. When I first started there was an office where we went to sign up, to “onboard” (their term for hiring), pick up equipment, or generally ask questions. At first, this was in a temporary location, giving it a transitory sense like the companies were not even sure themselves how long they would stay in a city and could leave any minute. Later, Uber moved to a permanent office, but it wasn’t very accessible. It was only open two days a week for a few hours and often you would not be seen without an appointment. The staff were focused on signing up restaurants, couriers were a second thought. Although they did order food quite often! We were so numerous we were regarded as disposable, however long or hard we had worked. In theory, there is a phone line you can call with an issue while on an order, but it often doesn’t connect. We are now directed to use in-app help or email, which has limited help too, as it is either automated replies or someone with a script they must stick to. It is so frustrating to get an automated reply to a concern you have got or a genuine problem on the road. Everyone has a story of someone being asked “Can you still deliver the food?”, after reporting a crash – a bleak reminder of UberEats priorities.

[...] For a few weeks in August, different events were planned such as boycotting certain restaurants, doing press interviews, putting up posters in busy areas, and holding a protest outside Deliveroo’s main office, all trying to force them to engage in dialogue. These actions culminated in a final evening of action: a coordinated mass “fall over.” Riders called Deliveroo support to say, unfortunately, they had been in an accident and could no longer deliver the food, which was then given to homeless people. Customers were informed of this action a week prior and only the larger restaurants were targeted. Following this, a critical mass of riders came together to form a “flying picket.” Making lots of noise and holding banners we cycled throughout the busy city centre, Lyon’s famous restaurant district where many tables are set out on the street. Riders joined as we made our way around the area. We were not hopeful that the changes would be reversed, but these riders were not going to go out without a bang either.