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‘Prepared for corporate pushback’: Delhi man gets WhatsApp message from Uber India head after complaining about fare, post goes viral

The man expected Uber India’s hesd to be defensive but his experience was “the exact opposite."

According to him, this wasn’t the usual explanation around dynamic pricing or demand-supply logic (Image source: Jayant Mudhra/LinkedIn)

Jayant Mundhra, a LinkedIn user, recently shared an unexpected interaction with Uber India’s head after he posted a complaint about the fare he encountered on the application. In his post, Mundhra revealed that after sharing a “very critical and viral” take on Uber’s fare anomalies, he was surprised to receive a WhatsApp message from Prabhjeet Singh, the head of Uber’s operations in India and South Asia.

“A few days back, I wrote a very critical and viral post about Uber’s pricing anomalies (with respect to a ride experience I had). I was frustrated,” Mundhra wrote on LinkedIn. “Within 10 minutes of it going live, I got a ping on my WhatsApp. It was from Prabhjeet Ji, who heads Uber’s entire India & South Asia business. A pretty big guy (in my words).”

Mundhra, who expected a defensive reaction, experienced “the exact opposite” instead. He explained that Singh reached out politely and without confrontation. “Calmly,” he said, Singh asked for the details of the ride in question, “so his team could dive deep into the problem.”

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“About 40 mins later, he dropped a massive ping with 6 big pointers,” Mundhra continued. “What were those pointers about? A breakdown of how Uber’s algorithm ACTUALLY determines fares.”

According to him, this wasn’t the usual explanation around dynamic pricing or demand-supply logic. “This wasn’t the basic demand-supply stuff we all know,” he said. “It was a deep dive into the complex clauses and tech nuances that create a final price. The transparency was astonishing.”

Mundhra added that while he couldn’t share the specifics of what Singh told him, the level of openness left a strong impression. “I can’t share the details — he trusted me with sensitive, competitive info, and I will honour that,” he said.

He concluded by saying that Uber India had won him over, not by offering compensation or excuses, but through clarity and a willingness to be transparent about the complexities of their system.

See the post here:

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The post quickly gained traction, prompting a flurry of reactions acknowledging Uber India’s effort to address a customer’s query. “It’s also a testament to the community of readers you have built over time. The ability to create a positive difference is a great power to have!” a user wrote. “This is gold. Rare to see leadership in India handle criticism with this much grace,” another user commented.

“That is how criticism should be taken. Confident and honest folks never go defensive. I’ve always been impressed with uber as a product, love the service too, reflects in the leadership,” a third user reacted.