*5.8.1 Treating all assignment rejections equally: an act of unfairness*

The acceptance rate regulation requirement is used to encourage drivers to accept most of the requests, which allow more passengers to be allocated to their journeys, arrive at their destination on time, and inspire trust in the use of the platform system. The fact that the degree of approval of the assignment is sustained puts a high burden on drivers to consider most of the trips assigned to them. For example, one of the drivers interviewed explained why he often welcomed a request, even though it was not acceptable for him to consider it.: *"I had no choice but to accept it. I accepted because I want my acceptance rating to go high. We are under a lot of pressure. I cannot give any reason as to why I do not accept it, so I have to accept it."*

Similarly, Assignment algorithms penalize rejection of passenger requests by drivers, which reduces the driver's approval rate. However, specific drivers often have legitimate reasons, excuses, and circumstances that explain their reluctance to accept travel requests. For example, drivers can prefer not to welcome passengers without photographs at night for safety reasons. Some queries are diverted to the drivers when a few seconds are left for the drivers to approve. This could be attributed to technical issues with the system. Drivers often send e-mails to the company's representative(s) when they believe they have legitimate grounds to refuse the appeal, considering that they will not be penalized for legitimate refusals. Still, most of the time, their e-mail will go without getting a reply from the members.
