Matthew has been with Otto Car for three years and lives in Croydon. He tells us about the trip when he almost made the ultimate delivery and how to convert difficult passengers into customers who tip. 

What’s been your most unusual PCO driving experience? 

Somebody almost had a baby in the back of my car. It was scary but quite funny later. 

You’re joking, right – what happened? 

I picked this woman up in Streatham to go to St Thomas’ hospital and as soon as she got in the car, her waters broke. By the time we got to Elephant & Castle, she’s screaming and there’s a cop car alongside me. I told him that I’ve got a woman in labour – and I think she’s pushing. He said: “stick behind me” and we headed straight down the bus lane. 

And did you get to the hospital in time? 

Just about – she had a little boy an hour later. I had to put the car in for a deep clean but I didn’t charge the customer extra for that. It wouldn’t be fair. 

How did you decide to be an Uber driver? 

I was a London bus conductor and then I became a bus driver. In 2017, I got made redundant and my mates suggested this job. I thought: why not give it a try? 

What aspect of the new career works well for you?

The flexibility. My son is disabled – he’s got epilepsy. If he has a seizure and I need to get home, I can go right away. This has totally changed my life, because I can get to his appointments or school and just be there for my kids. The freedom makes me happy.

So you’ve created a sensible work-life balance?

Yes, it’s good now. My 12-year old son recently wanted to go for a weekend in Paris at short notice. In most jobs, taking time-off isn’t easy. For PCO drivers, it’s simple – you just don’t log-on. Know what I mean?

Is there anything you don’t enjoy about this job? 

There’s not much, but I really don’t like the racism you get. This isn’t directed towards me. It’s more towards the other drivers. For instance, if a passenger says to me: “Oh, wow. You’re a Londoner – and you’re white.” I find that racist and discriminating to other drivers.

Do people really say that? 

They do and I have kicked them out of my car for this. It doesn’t matter if a driver comes from Poland or Pakistan, they are here to do the same job that I’m doing. Nobody would go into Sainburys and say: “oh, you’re English, I’m glad you served me.” It’s not right. 

How do you handle other types of conflict situations?

The important thing is not to rise to it. Sometimes, agreeing with the customer is the best way to de-escalate things. For instance, if they are just complaining about another driver, you need to empathise and say that you understand, even if it’s not your personal view. 

It sounds like you feel connected to the Otto Family?

Yes, I do believe in the community. I’ve been to the Otto Hub a lot, so I’ve got a few drivers phone numbers. For instance, there are several with a Mercedes Vito like me. One of them recently had a faulty backlight – and you can’t just get the bulbs from Halfords. You need to order special ones from Mercedes. This was on a Friday, but rather than let this driver lose a weekend of work, we got it up and running in an hour because we keep spares. 

What advice would you give to new drivers? 

Always keep cleaning stuff in your car. One time, this guy was sick down the side of the car. I had to go all the way to Old Street, because the American Car Wash is the only petrol station that does 24 hours a day cleaning. Uber compensated me £75 but I lost four hours of work on a Friday night, which was rubbish. 

Which cleaning gear do you carry these days?

I keep latex gloves and anti-sick crystal gels in the glove compartment. You spread them over the sick and it dries in ten minutes, so you can easily vacuum it up. I have a little portable hoover but you can usually find a garage with one. I also have a leatherette spray to wipe the seats and Febreeze for the smell. The whole lot costs about ten pounds. It’s worth the money, because if you are off the road, then you are not earning. 

That’s a smart idea – got any more? 

Help your customers wherever you can. Even little things make a big difference. When you pick up an old lady in Morrisons, open the boot for her shopping – like you would for your own grandma. I once collected a guy who was shouting about his ride being cancelled and because I took a moment to show him how to complain to Uber, I ended up getting a tip.