The District Transport Office has set up a grievance number to address the issue of overcharging by app-based motor vehicle service
In recent times, an increasing number of passengers in the city have voiced their dissatisfaction with the practice of ride-hailing and auto-rickshaw drivers who demand extra charges beyond the agreed fare. These additional charges, which passengers describe as unreasonable and unjustified, have led to frequent disputes, cancellations, and even arguments on the streets. The growing frustration among commuters highlights a concerning trend in the city’s transportation system, where customers feel taken advantage of, and the trust between drivers and passengers is steadily eroding.
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But the question remains: Are there no regulations from the authorities?
Talking to GPlus, Maya Sharma, a daily commuter who relies on motor vehicle apps said, “I have been taking the same route for over a year, and I know exactly how much it should cost,” she said. “But lately, every other driver I encounter demands an extra ₹20 or ₹30, claiming it's because of rising fuel prices or traffic conditions. One driver even threatened to cancel the ride if I didn’t agree to pay more upfront. I was already running late for work, so I had no choice but to pay.”
Maya’s experience is not an isolated one. Many passengers in the city are finding themselves in similar situations, where the pressure to pay extra leaves them with little choice, especially when they are in a hurry or have limited transportation options.
Rahul Singh, who planned a family outing to a popular park in the city, found the experience marred by an unpleasant encounter with a ride-hailing app driver. “I booked one through an app, and the fare estimate was reasonable. But as soon as the driver arrived, he started negotiating for an extra ₹50, saying that the destination was too far and the traffic was heavy,” Rahul recounted. “When I refused to pay more, he cancelled the ride on the spot."
The incident left Rahul questioning the reliability of the ride-hailing apps. “I understand that drivers have their challenges, but this kind of behavior is unacceptable. If the fare is set by the app, why should I have to pay more?"
Another seventy-year-old man from Panjabari who often travels by motor vehicle apps to visit his doctor, describes how drivers take advantage of his situation. “I am not as mobile as I used to be, so I depend on these apps to get around,” Anil said. “But every time I step out, I am met with demands for extra money. The drivers see that I am old and assume that I won’t argue. Last week, a driver asked for double the usual fare. When I refused, he just drove off, leaving me stranded.”
For a seventy-year-old, who is on a fixed income, these extra charges are not just inconvenient but also financially burdensome. “I am already paying a fair price for the ride. Why should I be forced to pay more? It’s unfair, and it makes me dread having to go out at all.”
A student from a city college who often uses ride-hailing app services to commute between her campus and home, expressed her disappointment with the increasing number of drivers who demand extra payment. “After booking a vehicle I dread hearing the three words, ‘olop milai dibo'. As a student, I have a tight budget, and I rely on these services because they are supposed to be affordable and reliable,” she explained. “But lately, it feels like a gamble. Drivers either start haggling for extra money once I am in the car, or they cancel the ride if I don’t agree.”
Visiting the city for the first time, Rajesh Mehra had hoped for a hassle-free experience using ride-hailing apps and auto-rickshaws. However, his expectations were quickly dashed when he encountered drivers demanding extra money. “I had heard good things about the convenience of ride-hailing apps, but my experience was quite the opposite,” Rajesh shared. “On my first day, I booked a ride to a popular tourist spot. The driver asked for an additional ₹100, claiming that the route was longer than what the app showed. When I questioned him, he became rude and threatened to cancel the ride.”
Rajesh’s encounter left him feeling disillusioned. “It is not just about the money; it’s about the principle. As a visitor, I trusted the app to provide a fair fare. Being asked to pay extra made me feel like I was being taken advantage of because I am not from here. It certainly put a damper on my trip.”
Complaints about drivers going offline without valid reasons, long waiting times, and sudden ride cancellations are also becoming increasingly common. These issues have led to a significant inconvenience for commuters, who are left stranded or forced to pay higher fares during peak hours. The need for stricter regulations and better enforcement has become a pressing concern for both passengers and transport authorities.
Another daily commuter Abhishek Roy, a daily commuter talking to GPlus said, "I was late for an important meeting, and just when the ride was confirmed, the driver went offline. I had to wait another 20 minutes to find another ride. This has happened more times than I can count, and it's really affecting my schedule."
Kristina Kashyap, a frequent user of ride hailing app services talking to GPlus said, "It is becoming common for drivers to cancel at the last minute or demand extra cash. I once had a driver who refused to start the trip until I agreed to pay Rs ₹50 more. It is stressful and unfair, especially when you’re in a hurry."
In response to the increasing number of complaints, a senior official from District Transport Office stated that they are aware of the issue and are taking steps to address it.
"We have strict rules that these ride-hailing apps must adhere to. We understand the frustration of passengers, and that's why we have set up a grievance number to address these issues directly. If passengers face any problems, they can reach out to us at 9531107482, and we will take the necessary action to resolve them," the official stated.
