This is an example of the economic principle of goodwill. Uber has a poor reputation that leads to actual losses, but the negative value of the reputation is difficult to quantify. Conversely, Lyft has fostered positive goodwill that strengthens it in indirect ways.

This controversy will likely blow over with a small amount of damage, but it's a reminder of the vulnerability that Uber's management style brings to it. I think they should pay careful attention to how much people really want to hate them.