This is why I mentioned mandatory platform provided dash and interior recording. It's very clear that in many of these scenarios (linked Twitter feed, my story) there isn't anything resembling an actual review. However the driver's issue was reported all they could have possibly considered to make their decision is whatever they reported. For all I know they said she hit them, for example.
This of course goes the other direction. I was once in a Lyft where the driver had an associate (of some sort) clearly experiencing an overdose in the front passenger seat. She was slumped over, making gasping sounds. I calmly ended my ride early and my first call was to 911 to describe the car and the driver. Going in the app to report the driver was a remote second consideration.
Yelling isn't criminal, what a "reasonable person" would characterize as violence is. As I noted it wasn't even really directed to the driver and at no point did I consider it threatening to either of us. If violence had actually taken place I would have expected the police to show up (as they did in my OD story). If she had hit them (or gotten anywhere close to threatening) I would be the first person to back the driver's story to the police.
Like I said I woke up the next morning to an e-mail from Uber that was essentially "We got this report, the decision is final". Had I even had the opportunity to attempt to provide my version of events I'd feel a lot differently about this.
Trigger-happy is putting it mildly.
The additional context here is she was yelling at me more than the driver and this was in a small Midwestern town where crime (and especially violent crime) is nearly non-existent. Unlike some of the incidents you hear about where there is physical violence there is a near-zero chance the driver had ever experienced any. To this day I am convinced a little yelling is more-or-less (unfortunately) par for the course of a day in the life of a ride share driver or really anyone in the service industry that interacts with the public.
My perspective is that (again, unfortunately) people in these roles get yelled at on a daily basis (talk to anyone in service). If everyone who ever got yelled at (service industry or otherwise) described it as "violence" these industries would grind to a halt.
My general sense (from my perspective, of course) is the drastic exaggeration and characterization on the part of the driver was more vindictive than a genuine concern for their safety.
My version of events at least. Like the situation I linked to (Twitter thread) absent video (which should be mandatory and provided by the ride sharing platform) these situations are yet another they said/they said and wildly subjective.