Ola and Uber are the two popular ride-hailing companies in India. It is no exaggeration to say that they have redefined the way we look at transport system. Passengers opt for Ola and Uber when the buses are crowded and they want a comfortable ride. And yes, there is no denying that these aggregators charge a less amount compared to the yellow and black auto. Commuting to your office through Ola and Uber is indeed a comfortable option. But nowadays, the hot topic is people sharing their woes about Ola and Uber. Of late there have been discussions about their lack of providing good customer experience. What is the main cause of this? Let’s get into this deeper:

Ride cancellation

One of the major concerns with these two cab veterans is ride cancellation. The passenger becomes happy when they accept rides, but sooner the drivers cancel the ride. Even I experienced three consecutive cab drivers cancelling my ride. Why is it so? It primarily boils down to the mode of payment or due to the drop locations not favorable to the driver. Certain drivers even ask the customers to come to a different pickup location as against the original location

Long waiting time

Another substantial concern is the long waiting time. The map would show that the driver is in nearby location and the time, for e.g., 5 mins would not change for a long time. The worst part is that when the customer cancels the ride due to the long waiting time, he/she has to suffer from paying cancellation fees for no fault on his/her side.

Short distance preference

From the attitude of these drivers, it is clear that they prefer taking up short routes compared to longer ones because of the apprehension that they won’t get any customer for the ride back. I have witnessed this attitude in the black and yellow-colored auto’s drivers, but now the Ola and Uber drivers are also catching up with it.

Take –home message

While I have even seen the other side of coin, with such drivers demonstrating their professionalism by not cancelling rides, not charging above the real rate, and being on time, it is only a matter of concern when they annoy the customers. The drivers may argue that the fuel prices are rising and owing to the business model they have to pay the fuel prices by themselves. It’s not really a blame game targeted towards the drivers, but rather on the companies’ business model. But ultimately the scapegoat is the customer only.