Uber faced heavy criticism after it continued offering rides to and from New York’s John F. Kennedy International Airport during a taxi strike in late January.
The New York Taxi Workers Alliance organized an hour-long protest from 6–7 p.m. on Saturday, Jan. 28, urging drivers to stop airport pickups in response to President Donald Trump’s executive order restricting travel from several Muslim-majority countries. During the strike, Uber suspended surge pricing for JFK trips, making rides cheaper and prompting widespread backlash. The hashtag #DeleteUber trended on Twitter as users shared images of themselves uninstalling the app.
Uber issued an apology on Twitter: “We’re sorry for any confusion about our earlier tweet — it was not meant to break up any strike. We wanted people to know they could use Uber to get to and from JFK at normal prices, especially tonight.”
At the same time, Uber CEO Travis Kalanick posted on Facebook, emphasizing Uber’s desire to work with the administration and noting when drivers were from the countries affected by the travel restrictions. Those comments further stoked controversy.
Competitor Lyft responded differently and avoided similar social media backlash. While continuing service, Lyft publicly condemned the executive order as contrary to both the company’s values and broader national principles, and pledged $1 million to the American Civil Liberties Union over four years.
The uproar around the airport incident compounded a series of public-relations challenges for Uber, including viral media moments involving its CEO and allegations of sexual harassment within the company, which have continued to damage its reputation.