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Journalism of Courage
Not much has changed in the New Year as regards the dismal pick-up services at the Pune International Airport despite various measures implemented by the authorities.
Four months after its launch, the acceptance rate for the PIN-based system at Aeromall, a multi-level parking lot at the airport complex, remains a lowly 30 per cent, said Aeromall officials. Notably, this system was introduced to ensure passengers could get cabs on a ‘first-come, first-served’ basis.
Last year, the Aeromall authority, in collaboration with app-cab services Ola and Uber, launched the PIN-based system to reduce cab wait times compared to the traditional OTP-based system. The PIN-based procedure requires passengers to book a cab and share a six-digit PIN with the driver, without needing to disclose the drop-off location upfront.
This initiative, implemented at various airports across the country, aims to address the common issue of drivers refusing rides after learning about the destination. Drivers are now required to wait in a queue for their turn, and they receive the PIN and the destination only after accepting the ride. In cases of refusal, passengers can lodge complaints at the Ola and Uber help desks.
Despite these changes, passengers complained about cab availability. Sandip Bhendwade, a passenger traveling from Delhi to Pune, reported waiting for over an hour to get a cab from the Aeromall pickup zone and spending another hour reaching his destination in Kothrud. He criticised the aggregators for poor management and the lack of support from the help desk.
Rajiv Singh faced a similar issue when he booked an Uber taxi at the airport. Upon receiving no response from the driver, he contacted him directly, only to be asked about the location. Midway through the ride, the driver allegedly demanded an additional amount, claiming the location had changed.
Another passenger shared her experience of using the PIN-based system. She said: “The driver asked for my drop-off location. Upon learning it was in the opposite direction of his home, he refused to go, citing personal reasons.”
According to Y S Rajput, vice-president, Aeromall Multi-Level Parking, while passengers initially faced difficulties in understanding the new system, they have now started accepting it. However, drivers, he added, are showing disinterest, particularly at night.
“Drivers often prefer long-distance rides in the direction of their homes at night, as it allows them to earn more and return home conveniently after the trip. This makes it a complex issue,” Rajput explained.
Meanwhile, to address challenges faced by specific groups like women, people with disabilities, and the elderly, the Aeromall authority has collaborated with Uber to introduce a new feature on the app. Passengers from these categories can now book cabs directly from the new terminal without needing to walk to Aeromall.
