Image Source: Ministry of Communications, GODL-India via Wikimedia Commons
What was the Accusation?
Uber co-founder and CEO Travis Kalanick faced widespread criticism in February 2017 after Bloomberg published dash-camera video showing him arguing with Uber driver Fawzi Kamel about the company’s fares and their effect on drivers. The encounter took place on Super Bowl Sunday, February 5, 2017, while Kalanick was riding in Kamel’s Uber Black vehicle. After Kalanick’s other passengers left the car, Kamel confronted the CEO about changes to Uber’s pricing and business model. Kamel argued that Uber had raised expectations for drivers while lowering prices and told Kalanick that he had lost $97,000 and gone bankrupt. Kalanick disputed Kamel’s account of changes to Uber Black fares, and the conversation escalated into a heated argument.
The controversy focused particularly on Kalanick’s treatment of a driver who was expressing frustration about his financial circumstances. During the exchange, Kalanick used profanity and told Kamel that some people did not take responsibility for their own problems but instead blamed other people. Kalanick then wished the driver “good luck” and left the vehicle. Kamel provided the dash-camera recording to Bloomberg, which published the footage on February 28. Because Kalanick was Uber’s chief executive and Kamel was one of the drivers whose labor supported the company’s service, the confrontation intensified existing questions about Uber’s relationship with its drivers and about Kalanick’s leadership style.
The video also emerged during an already difficult period for Uber. The company had recently faced the #DeleteUber campaign, Kalanick had withdrawn from President Donald Trump’s business advisory council, and former Uber engineer Susan Fowler had published allegations describing sexual harassment and systemic problems within the company. After the driver video became public, Kalanick sent an apology to Uber employees. Rather than defending his behavior, he acknowledged that he had treated Kamel disrespectfully, said his actions could not be explained away, and admitted that the episode demonstrated a need for him to change personally as a leader. He also said for the first time that he needed leadership assistance and intended to seek it.
Key Apologia Strategies:
Mortification, Corrective Action
Video
The video above documents the offense that prompted Kalanick’s apology.
No verified video was located showing Kalanick personally delivering this apology.
Transcript
Travis Kalanick’s Apology to Uber Employees (February 28, 2017):
By now I’m sure you’ve seen the video where I treated an Uber driver disrespectfully. To say that I am ashamed is an extreme understatement. My job as your leader is to lead…and that starts with behaving in a way that makes us all proud. That is not what I did, and it cannot be explained away.
It’s clear this video is a reflection of me–and the criticism we’ve received is a stark reminder that I must fundamentally change as a leader and grow up. This is the first time I’ve been willing to admit that I need leadership help and I intend to get it.
I want to profoundly apologize to Fawzi, as well as the driver and rider community, and to the Uber team.
