Cab Safety Crisis: Passengers Say Apps Leave Them Alone When They Need Help Most

New Delhi : For many people, booking a cab through a ride-hailing app is a quick and convenient way to travel. But when a passenger faces harassment, unsafe driving or a dispute with a driver, getting immediate help can become a difficult task.

Several commuters say that the complaint systems of cab aggregator apps often leave them confused and unheard. Instead of directly connecting them with a human support executive during stressful situations, many platforms first offer automated chatbots and fixed complaint categories.

Passengers say this gap between technology and real-time assistance can become a serious safety concern.

A Passenger’s Search for Help Ends With a Chatbot

Shweta, a 27-year-old woman, was travelling home with her mother after a hospital visit when she faced an uncomfortable situation during a cab ride.

According to Shweta, the driver repeatedly complained about the route and later demanded extra money. When she refused to pay, she alleged that the driver asked them to leave the cab before reaching their destination.

Feeling unsafe, Shweta tried contacting the cab platform for help. However, instead of reaching a person, she was directed to a chatbot with limited options.

With no immediate human assistance available, Shweta and her mother decided to leave the vehicle.

Later, she rated the ride one star and explained the incident through the app’s feedback system. She said she received only a general apology. After sending an email complaint, the company informed her that the driver had been blacklisted, but she was not provided any proof or details of the action taken.

For Shweta, the biggest issue was not only the driver’s behaviour but the absence of timely support when she needed it most.

Passengers Raise Concerns Over Unwanted Messages and Harassment

Kavita, 23, said a normal cab booking turned uncomfortable when a driver allegedly sent an inappropriate message after hearing her voice during a phone conversation.

The complaint was reported to the platform, but Kavita said she never received clear information about what action was taken against the driver.

Another passenger, Shreyanshi, a PR professional, alleged that a driver abused her when she contacted him about a delayed pickup. She shared screenshots of the conversation with the platform but said she did not receive any proper follow-up.

Many commuters say that while apps accept complaints, passengers often remain unaware of the final outcome.

Personal Numbers and Fare Disputes Create Privacy Risks

Madhu, 37, said a driver asked her to share her personal number while she was waiting outside Delhi airport. The driver allegedly claimed that there was an issue with the phone number registered on the app.

After she shared her number, she said the driver demanded additional money for airport parking charges. Later, she alleged that he repeatedly messaged her asking for extra payment.

Madhu eventually blocked the number, saying what appeared to be a simple exchange of contact details turned into a privacy concern.

Some passengers also alleged that drivers ask them to cancel app bookings and pay directly at cheaper rates. Drivers told reporters that some do this to avoid paying commission to platforms.

However, passengers warn that leaving the app removes important safety features such as live tracking and emergency assistance.

Unsafe Driving Leaves Passengers Feeling Helpless

Apart from behaviour issues, commuters have also complained about dangerous driving.

Harsh, 28, alleged that a driver drove recklessly at high speed, ignored traffic rules and continued speeding despite repeated requests to slow down. He claimed the cab even brushed against another vehicle, causing him an injury.

Satyam, 31, said a driver continued smoking, driving with one hand and talking on the phone despite his repeated objections.

He alleged that when he confronted the driver, he was told that complaints would not make any difference.

Such experiences have made some passengers feel that drivers have more control over the ride experience than the people paying for the service.

Cab Platforms Explain Their Complaint System

Officials from leading cab platforms said they follow a structured complaint system.

They explained that regular ratings and feedback are treated as service-related issues, while serious safety complaints involving aggressive behaviour, route changes or disputes are handled separately through customer support.

Companies claim that drivers can face suspension or removal if repeated or serious violations are reported. They also highlight safety features such as SOS buttons, emergency helplines, live location sharing and police assistance.

However, passengers say the biggest concern remains transparency, as they often do not know whether meaningful action was taken after filing complaints.

Drivers Say Strong Action Is Uncommon

Some drivers told reporters that permanent removal from platforms is rare and usually happens only when complaints are supported by evidence such as recordings or screenshots.

They claimed that many complaints are resolved through warnings or apologies.

Questions have also been raised about cases where a different vehicle arrives compared to the one shown on the app. Platforms advise passengers to verify the driver and vehicle details before starting a ride and report any mismatch immediately.

The Need for Better Safety Measures

Police officials said serious complaints can lead to legal action, including registration of FIRs and investigation with the help of cab companies.

Government authorities are also working on technology-based safety solutions, including emergency apps that can send SOS alerts, share live locations and connect users with police quickly.

While cab apps have made daily travel easier, passengers say technology alone cannot replace human support during emergencies. They are seeking faster responses, clearer complaint outcomes and stronger accountability from ride-hailing platforms.

News source: Information for this article was gathered from a variety of reliable news outlets.