Waymo’s robot taxi service is improving, but riders still have complaints

Waymo is operating its self-driving ride-hailing service in two cities: Phoenix, with some paying customers and some riding for free, and Silicon Valley, with just employees as passengers. A majority of riders leave positive feedback about their experiences riding in Waymo’s robot taxis, but there are still some notable complaints, according to internal data reviewed by The Information.

The Information reviewed feedback on 10,500 trips that took place in July and August…

Passengers complained about weird drop-offs, circuitous routes, and shaky driving. Others praised the service for navigating tricky traffic situations. (The Information also published a more complete breakdown of the data it reviewed here.) A majority of trips take place with human safety drivers behind the wheel who typically keep their hands in their laps as the vehicle drives itself. Waymo has offered some passengers rides in fully driverless vehicles, with no safety driver but in limited geographic areas.