As authorities cleared the area following hostages being taken at the Lindt Chocolat Cafe in the Central Business District (CBD) of the city, many turned to the private hire firm for a way out, but were met with prices four times the normal rate — reaching A$100 (€66) at one point.
The firm used its official Twitter account to make users aware of the situation. However the language used appeared to some to suggest the service had manually chosen to increase prices.
“We are all concerned with events in CBD. Fares have increased to encourage more drivers to come online & pick up passengers in the area,” it said in a tweet from the official Uber Sydney account
This led to an online backlash, with some replies questioning the increase.
One user labelled the move “a shameful disgrace”.
This prompted the official account to again speak out, this time saying journeys for users leaving central Sydney would now be free.
A statement was then posted on the Uber blog reiterating the change. It said: “We are all concerned with the events happening in Sydney. Uber Sydney will be providing free rides out of the CBD to help Sydney- siders get home safely.
“Our thoughts are with those affected and the NSW Police Force. We are in the process of refunding rides. If you have been charged during these hours leaving the CBD please email firstname.lastname@example.org.
“Please note that surge pricing is used to encourage more drivers to come online and pick up passengers from the area.”
Though this did not offer clarification on the initial hikes, a spokesman said this happened automatically because of demand in the area. “Surge pricing is algorithmic and responded automatically to the large increase in demand for Uber rides out of the CBD.
As soon as we became aware of the situation, we capped it and made all rides free to people leaving Sydney’s CBD.
“Uber is paying for these rides. If riders got charged surge pricing earlier, we will refund it. Surge pricing is only in effect to encourage more drivers on to the road to pick up passengers from the CBD, but riders will not be charged.”