Key Points
- Rachel Johnson, a writer for The Spectator, went through a period of permanent deactivation of her Uber account because of a technological problem.
- A week after investigating the cause of the problem, Uber stated to Johnson that she was permanently deactivated because of “repetitive feedback about the same behavior.”
- Johnson says her passenger rating had been lowered to 4.09, significantly less than the informal 4.5 threshold that many Uber drivers apparently do not want to go below.
- The writer discusses different possible causes for her bad rating, such as the Hebrew origin of her name, her daughter’s sexual orientation, and “reverse charisma” and concludes that maybe it is just her perception by others.
- This example demonstrates the mysterious algorithmic accountability and the reciprocal rating system used by ride-hailing services.
London (The Londoner News) August 20, 2026 – A routine request for a ride-hailing vehicle turned into a week-long ordeal for Spectator columnist Rachel Johnson, ultimately resulting in the permanent deactivation of her Uber account. The incident, which began as a technical malfunction in Upper Tooting Road, sparked a broader inquiry into the opaque, two-way rating system that governs millions of journeys globally and the lack of clarity surrounding account termination.
Why was Rachel Johnson’s Uber account permanently deactivated?
As reported by Rachel Johnson in The Spectator, the trouble began when she attempted to hail a ride via her phone. The application disappeared, refused to reinstall, and was subsequently “locked.” Ms. Johnson, who stated she prides herself on being “always punctual and polite” and rarely keeps drivers waiting, sought assistance from the company via social media, expecting a swift resolution.
Instead, the process lasted an entire week. According to Ms. Johnson, Uber escalated the case to internal “experts” before delivering a definitive verdict. The company informed her that,
“As a result and due to receiving repetitive feedback about the same behaviour, we have permanently deactivated your account.”
Ms. Johnson expressed disbelief at the outcome, noting that she had never been abusive, had a record of punctuality, and frequently tipped drivers.
“I assumed this was an AI-generated reply. What had I ever done wrong? Nothing!”
she wrote in her column.
What is the significance of the Uber passenger rating system?
The incident underscores the tension inherent in Uber’s two-way rating system, where drivers and passengers rate each other after every trip. As noted by Ms. Johnson, this aggregate score acts as a gatekeeper for future service. She pointed out that, anecdotally, any rating falling below 4.5 is considered “untouchable” by many drivers, who may perceive such passengers as problematic, abusive, or messy.
Ms. Johnson’s own rating had fallen to 4.09, a figure she described as “lowly.” This led her to investigate the experiences of others, including a case involving Svend Littauer, a CEO from Kennington. Mr. Littauer had previously reported a rating of 3.4, which he attributed to his status as a gay man. Ms. Johnson questioned whether similar biases might have played a role in her own experience.
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Could personal bias or identity play a role in ride-hailing ratings?
In her column, Ms. Johnson probed several potential, albeit speculative, explanations for her low rating. She considered the possibility that her name, “Rachel”—which has Hebrew origins—might have influenced interactions with drivers. She referenced research from the App Drivers and Couriers Union, noting that a significant proportion of drivers in urban centres are Muslim, and cited studies suggesting a prevalence of anti-Semitic views within that demographic. She mused on whether the platform had inadvertently become a “transport wing” of specific geopolitical movements, though she ultimately deemed this explanation “not plausible.”
She also questioned if her daughter’s sexuality had played a role, specifically following a trip she had booked for her daughter and her daughter’s partner. However, she dismissed this theory as well, noting that the negative feedback appeared to be part of a broader pattern rather than a single isolated incident.
What is the conclusion regarding the ‘reverse charisma’ theory?
After examining various theories involving identity, politics, and potential discrimination, Ms. Johnson arrived at a more introspective conclusion. She invoked the concept of “reverse charisma”—a term previously used by her colleague, Lord Toby Young—to describe an individual who is instinctively disliked by strangers.
Reflecting on the Scottish poet Robert Burns’ famous plea, “To see oursels as ithers see us,” Ms. Johnson concluded that her low rating was likely not the product of a grand conspiracy, but rather an unfiltered reflection of how she is perceived by the drivers she encounters.
“In the absence of convincing evidence to the contrary, my conclusion is that my poor Uber rating is not the fruit of anti-Semitism or homophobia, but is, in fact, the giftie that Robbie Burns sought,” Ms. Johnson wrote.
The case serves as a stark reminder of the lack of transparency in algorithmic enforcement. Despite her attempts to seek a resolution, Ms. Johnson was left with no avenue for appeal and no granular feedback explaining exactly what “repetitive behaviour” led to her permanent exclusion from the platform.
