Guwahati’s commuters rely on the private sector for their transportation needs, with ASTC’s dream of an efficient cab service still far from becoming a reality
The Assam State Transport Corporation (ASTC) launched its much-anticipated city cab service in November 2023, with high hopes that it would become a game-changer for commuters in Guwahati. The service was designed to offer a convenient, affordable, and reliable alternative to private taxi giants like Uber and Ola, with the added incentive of digital payments through Unified Payments Interface (UPI), and no cancellation fees.
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Assam Transport Minister Parimal Suklabaidya, during the launch, was confident that the service would revolutionise local transportation by creating an efficient system run by the government for the people of Assam. "This service will provide a much-needed option for citizens who want affordable and transparent fares," the minister had said, while introducing the service to the public.
Despite this promising start, the ASTC City Cab service has failed to live up to its expectations. What was once hailed as a solution for affordable, safe, and reliable transport in Guwahati has quickly become a disappointment for both passengers and drivers alike. A host of technical, financial, and management problems have hindered the success of the service, leaving many to wonder if ASTC will ever be able to recover from this rocky start.
At first glance, the ASTC cab service seemed like a breath of fresh air for commuters. With promises of no cancellation fees and easy payment through UPI, people initially flocked to the app for their transportation needs. However, it did not take long for passengers to encounter issues that soured their experience.
Talking to GPlus, Sanjana Chetri, a regular commuter in Guwahati said, “We have stopped using ASTC cabs. There are very few drivers available, and even when we book a ride, the service doesn’t work as expected. Once, I booked a cab from Paltan Bazar to Beltola, and when I arrived at my destination, the fare was much higher than what was quoted on the app. It made me feel like I couldn’t trust the system."
Another passenger talking to GPlus said, “I booked a ride from Paltan Bazar to Gorchuk, and the app showed me a fare of Rs 224. But when we reached the destination, the driver demanded Rs 345, citing technical issues. It was frustrating, and I have not used ASTC cabs since."
These stories reflect the dissatisfaction among users, many of whom have already switched back to the private cab services, citing trust and consistency deficit as their primary reasons. While many had high hopes for the ASTC service, these experiences have left them disillusioned.
But it's not just passengers who are facing issues; the drivers too have voiced their concerns. Talking to GPlus, a senior member of the All Assam Cab Association mentioned that many drivers who initially signed up for ASTC cabs have since left the platform. “Very few drivers are still working for ASTC cabs. Most have either gone back to driving for Uber and Ola or have left the business altogether. The issues we face as drivers are numerous, and despite protesting and raising these concerns, nothing has been resolved,” he said.
He further explained that ASTC had held meetings to discuss these concerns, but nothing concrete had been done to redress the drivers’ grievances. The drivers claim that the fare structure, payment issues, and lack of passenger trust are key reasons for their dissatisfaction. Some drivers have also cited issues with ASTC’s technical platform, which they claim often leads to confusion about fares and payments.
According to several drivers, the lack of proper support and management from ASTC has forced them to rely on multiple platforms for their livelihood. “Many drivers use Uber, Ola, and ASTC at the same time because ASTC simply doesn’t provide enough rides. You cannot survive just by driving for ASTC,” said a driver who asked to remain anonymous.
What Went Wrong?
The question many are asking is how did things go wrong for ASTC so quickly after what seemed like a promising start? There appear to be several contributing factors that have led to the service’s failure to take off.
Technical and Operational Glitches
One of the primary complaints from both passengers and drivers is related to technical issues with the ASTC app. The fare discrepancies reported by passengers highlight inconsistencies between what is displayed on the app and what drivers demand at the end of a ride. Whether this is a result of glitches in the app or miscommunication between drivers and the platform remains unclear, but it has undeniably damaged the trust that is crucial for a cab service to thrive.
Driver Dissatisfaction
The backbone of any taxi service is its drivers, and ASTC has clearly failed to maintain a satisfied workforce. Many drivers, who initially joined the platform expecting steady income and government-backed support, have left due to poor management and financial insecurity. According to the All Assam Cab Association, one of the major issues drivers face is the inconsistent payment structure and the inability to secure enough rides to make a living.
Competitive Market
ASTC’s entry into the cab market placed it directly in competition with well-established private companies like Uber and Ola. While these companies are international giants with years of experience, ASTC struggled to keep up with their advanced technology, customer support, and driver incentives. ASTC was unable to provide the same level of service and benefits that drivers and passengers had grown accustomed to with private companies.
Lack of Awareness and Trust
Although ASTC is a government-backed service, it failed to win the trust of the people. The fare inconsistencies, technical glitches, and lack of reliable drivers led many passengers to switch back to Uber and Ola, platforms they had come to trust over the years. The brand loyalty and seamless experience provided by these international companies proved too strong for ASTC to compete against.
However, ASTC officials have acknowledged the problems and insist that efforts are being made to resolve them.
Talking to GPlus, a senior ASTC official said, “We are aware of the problems that both drivers and passengers are facing, and we are doing our best to resolve them. It’s true that many drivers are using multiple platforms like Uber, Ola, and ASTC at the same time, which can create issues. We cannot compete directly with international brands. Our goal is to provide an affordable and reliable service to the people of Assam, and we are continuously working to improve the platform."
The official also mentioned that ASTC is planning to introduce a “parent programme” to make the cab service more functional and efficient. However, no specific details about the programme or its timeline were provided.
As of now, the future of ASTC cabs looks uncertain. While the service is still operational, the multitude of issues it faces—from technical glitches to an unsatisfied workforce—pose serious threats to its sustainability. Without major improvements, both passengers and drivers are likely to continue abandoning the platform in favor of private alternatives.
For now, Guwahati’s commuters remain reliant on the private sector for their transportation needs, with ASTC’s dream of a government-run, efficient cab service still far from becoming a reality.
The question remains: Can ASTC overcome these challenges and rebuild trust with the public, or is this another government initiative doomed to fail? Only time will tell.