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App cabs’ cancelled trips sting users

At the top of the pile of plaints is citizens being charged despite drivers cancelling the booking, an issue that has been reported with the regional transport offices across the city

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App-based cabs, Ola and Uber, were supposed to make public transport hassle-free but a steady spate of frustrations that commuters face expose the operational loopholes in their services, which refuse to acknowledge or address their issues, commuters say.  At the top of the pile of plaints is citizens being charged despite drivers cancelling the booking, an issue that has been reported with the regional transport offices across the city.

Commuters have complained to RTOs that if the destination does not suit the drivers, they refuse to show up, for pretty much the same reason for which kaali-peelis were reviled — short-distance fares or inconvenient routes. The cancellations have delayed office-goers, who sometimes end up footing the cancelled trip’s penalty.

“It is seen on the map that the vehicle is around the area and then later we see the trip has been cancelled,” said AV Shenoy, transport expert.

The RTO is finding it difficult to deal with the plaints because a case is underway in the Bombay HC over implementing the BC Khatua Committee report. “At this point of time, we aren’t able to take action if we receive complaints about such refusals,” said an RTO officer.

Commuters are left to resolve the disputes with the cab aggregators through the apps, which lists a limited number of complaints. While sources say there are mechanisms to keep a check on the drivers and cancellations, like if there are more than two complaints against a driver about not reaching a pick-up point, the aggregators levy a fine. But the frustration stays with the hapless commuter. 

This is not the only issue. Often, a commuter in a share ride finds themselves at the same spot they started after, say, half an hour of riding, because drivers have to pick up a second passenger.

Kaali-peeli app’s delayed pick-up

The black-yellow taxi unions are struggling to find takers for ‘Aamchi Drive’ app launched last June. Unions say there are 5,000 cabs on app, but those shown while boking are 10-15 minutes away, driving people away. “The demand for the app is slowly picking up. Number of Ola, Uber cabs are dropping drastically,” said AL Quadros, president, Mumbai Taximen’s Union.

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