Over 80% Bengaluru app cab users unhappy over rampant ride cancellations, many ticked off by exorbitant surge pricing: Report

Similarly, a staggering 93 per cent of Ola users reported unclean vehicles, drivers talking on mobile phones during rides, and surge pricing as their primary complaints.

The survey, which sought to understand Bengaluru residents’ perceptions of Uber, Ola, and BluSmart, received over 10,000 responses. The demographic breakdown of respondents included 59 per cent men and 41 per cent women. Throughout this year, numerous Uber passengers have taken to social media to voice their grievances, including overcharging and malfunctioning air conditioning, often leading to heated exchanges with drivers.

The survey detailed that 69 per cent of Uber users cited drivers talking on mobile phones as a problem, 54 per cent pointed to surge pricing being too expensive, and 46 per cent expressed frustration over ride cancellations. Additionally, 38 per cent of the respondents mentioned unclean vehicles.

However, the survey also highlighted some positive aspects of Uber’s service. A majority, 62 per cent, appreciated the ease of booking and availability, while 38 per cent found the drivers to be courteous. Additionally, 23 per cent of the respondents were satisfied with the cleanliness of the cars.

On the other hand, 78 per cent of Ola customers complained about surge pricing, 62 per cent mentioned ride cancellations, and 54 per cent found the drivers to be discourteous. Furthermore, 47 per cent of the respondents felt that customer service was unresponsive, and 23 per cent voiced safety concerns with drivers.

BluSmart, a relatively new entrant in Bengaluru’s ride-hailing market, also faced criticism from its users. The report shows that 61 per cent of BluSmart customers experienced one or more issues in the past year, with the most common complaints being drivers talking on mobile phones, lack of courtesy, and unresponsive customer service.

Additionally, many users reported that BluSmart drivers often arrived earlier than scheduled and repeatedly called the customers, causing inconvenience.

Other issues included being forced to book rentals instead of point-to-point rides, which were deemed too expensive by 21 per cent of the respondents.