Why does Uber have a 'secret' emergency hotline?

It seems like popular ride-hailing app Uber has been testing out an emergency hotline for its users in 22 cities since October last year. Though the feature's existence hasn't been brought to the public's attention until Feb. 20, it was only this week that Uber finally issued a statement about the app's emergency feature. Dubbed the Critical Safety Response Line, the feature allows both Uber riders and drivers to be routed to two "centers of excellence" in Phoenix and Chicago. The company notes that special representatives, called Incident Response Teams, are available 24/7. "We are always looking for ways to improve communication with riders and drivers. In select U.S. cities, we have a pilot program where riders and drivers can call an Uber support representative directly for assistance with an urgent situation after a trip," Uber said in a statement.