Uber, Mall Team Up To Offer Dedicated Pickup Spots, Human Customer Service Reps

Image courtesy of Westfield Corporation

In a move designed to lure shoppers back to brick-and-mortar stores, mall giant Westfield is patterning up with Uber to offer dedicated drop-off and pick-up spots in 33 shopping centers — and some will feature real live humans to help with customer service.

The new best friends announced a partnership today to create special areas for Uber customers to be dropped off or catch a ride home from their shopping trip. Starting this fall, these spots will appear on the map in the Uber app.

Each of the 33 U.S. shopping centers involved will get anywhere between one and 10 Uber stations, some of which will include kiosks with customer service employees available to help with any ride-hailing issues, as well as “brand ambassadors trained to engage with customers and facilitate their Uber experience.”

And at Westfield Century City shopping mall in Los Angeles, Uber will open a dedicated rider lounge so passengers can wait for their car while charging their phones, sipping a free beverage, or perusing free newspapers and magazines.

“The number one objective is that we need to be able to provide convenience,” Bill Hecht, Westfield’s COO in the U.S. told Business of Fashion. “We have a plethora of shops and restaurants in one location, we have technology in place for the search side of it, and now we are providing a way of being able to get to and from the shopping centre in a much easier, more ambient way.”

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