Delhi Professional Faces Harrowing 1.5-Hour Ordeal After Uber Bike Ride
Ride-hailing services have transformed urban mobility across India, but a recent incident in Delhi has exposed glaring safety gaps that continue to plague the industry. A brand communications manager experienced a terrifying 90-minute harassment session after a routine Uber bike taxi ride turned into a nightmare.
The Beginning of the Fare Dispute
Kanchan Kapoor, a regular Uber user, booked a bike taxi through the app for her office commute. Upon reaching her destination, the driver quoted an amount significantly higher than what showed on her application. When Kapoor questioned the discrepancy, pointing out the correct fare displayed on her phone, the driver responded defiantly: "Madam ab hum app ke hisab se thodi chalenge" (Madam, we don't operate according to the app).
Ignoring the driver's argument, Kapoor proceeded to scan what she believed was the official payment QR code, paying only the amount shown on her Uber app before entering her office building. However, the driver had tricked her into using his personal UPI instead of the authorized payment method, giving him access to her phone number.
The Harassment Escalates
The situation took a disturbing turn when the driver refused to end the ride on his application. What followed was 90 minutes of constant harassing calls and messages from the driver, who was operating a different vehicle than the one registered on the Uber platform.
"I tried to cancel the ride from my end, but couldn't. I called Uber Safety Support and told them the entire situation," Kapoor shared on LinkedIn. She expressed grave concerns about her safety since the driver knew both her home and office addresses and now had her contact information.
Despite Uber's safety team assuring her they would handle the situation, their efforts proved ineffective. The driver only answered their call once before ignoring subsequent attempts to contact him.
Safety Systems Fail Passenger
Uber's safety protocols completely broke down during the incident. The company's support team eventually told Kapoor to contact local police or take legal action if she felt threatened, essentially abandoning her during the ongoing harassment.
Kapoor had to rely on friends to help resolve the situation, highlighting how passengers are often left to fend for themselves despite paying for professional services with built-in safety measures. The driver eventually left, but the psychological impact remained.
In a comment on Kapoor's post, Uber India stated: "We are deeply sorry to hear this and take these types of concerns very seriously. We can confirm our specialised team has thoroughly investigated this incident and proper action has been taken against this driver."
The incident raises serious questions about verification processes for drivers, payment security, and the effectiveness of emergency support systems in ride-hailing applications across India.
