PHOENIX - Inside the 23-story Bank of America Tower in downtown Phoenix, a team of nearly 80 specialised workers grapples with some of the worst incidents that happen in Uber rides.
Armed with little more than a phone headset and GPS ride data, these agents in the Special Investigations Unit have to figure out what went wrong. But when they make a determination, the SIU investigators are coached by Uber to act in the company's interest first, ahead of passenger safety, according to interviews with more than 20 current and former investigators. For instance, a New York-area driver allegedly made three separate sexual advances on riders, said an investigator assigned to the case.
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