Delhi commuters raise safety concerns over cab app chatbots and opaque complaint systems
Commuters in Delhi, including passengers near the Greater Kailash-I M Block Market, have raised serious safety concerns over ride-hailing applications, criticizing their opaque complaint redressal systems and heavy reliance on automated AI chatbots instead of human support during emergencies.
Passengers report feeling vulnerable when drivers exhibit intimidating behavior, harass them, or demand extra money, only to find themselves interacting with automated interfaces when they try to seek immediate help.
In one incident near the Greater Kailash-I M Block Market, 23-year-old Kavita and her friends experienced an unsettling encounter. While her friend was booking a cab and giving directions on a call, the driver apparently heard Kavita's voice in the background. After the call, the driver texted her friend, asking, "brother, are you having fun right now?" Although they reported the driver to the cab aggregator and were assured action would be taken, Kavita said they never received any clarity on the outcome.
Another passenger, 27-year-old Shweta, was traveling home from a hospital with her mother when her driver demanded extra money and rudely forced them out before their drop-off point. Shweta tried to reach out to the platform's support during the intimidating encounter but was met with an automated interface.
Similarly, Shreyanshi, a 25-year-old PR executive, was verbally abused by a driver over the phone when she called to ask about a delay. Despite sending screenshots of the conversation to the platform's support team, she received no update on her complaint.
At Delhi airport, 37-year-old Madhu was asked by her driver to share her personal number under the guise of an expiring phone recharge. After she boarded, the driver demanded extra money for parking, and later that evening, repeatedly messaged her personal phone demanding more money.
Other commuters, like 28-year-old Harsh and 31-year-old Satyam, reported reckless driving and non-cooperation. Harsh was injured when his speeding driver brushed against another vehicle, while Satyam's driver smoked and used his phone while driving, telling Satyam, "You can complain, nothing will happen."
An official from a top cab aggregator platform stated that the app uses a two-tier resolution mechanism. Complaints submitted via ratings and feedback are treated as service-related and are not followed up. Serious safety concerns are handled through the "Need Help with the Ride" option to connect users with customer support.
The official explained that drivers are penalized through an internal scoring system, which can lead to temporary suspension or removal. However, passengers noted a complete lack of transparency, as they are not informed of the actual actions taken against drivers. The official also noted that the app provides a safety helpline active during the ride and for 30 minutes after.
