Ola - Formal Complaint Regarding OLA s Poor Service and Driver Misconduct

formal consumer complaint against OLA, a popular ride-hailing service, regarding the consistently poor service and driver misconduct that I have experienced as a customer. Despite numerous attempts to address these issues directly with OLA, I have not received a satisfactory resolution, which has led me to seek further assistance from your esteemed agency.

On September **, ****, I booked a cab from Kelambakkam to Chennai Central through the OLA platform. Unfortunately, my experience with the driver was nothing short of a nightmare, further exacerbating the recurring problems I have faced with OLA's service.

It has become a pattern that every time I book a cab through OLA, the driver either calls to confirm the location and fare estimate or cancels the ride without any prior notice. In most cases, the drivers demand more money than what is initially shown in the fare estimate, creating an extremely unpleasant situation for me as a passenger.

During the aforementioned incident, the driver called me and requested my location and the fare estimate. I provided the necessary information, stating that I intended to travel to Chennai Central, and the fare estimate displayed was Rs. ***. However, the driver insisted on charging Rs. ****, which was significantly higher than the estimate. When I refused to pay the extra amount, the driver did not cancel the ride but proceeded to take a route opposite to the agreed-upon one, wasting my time and compromising my safety.

In my attempt to seek assistance, I utilized the "Safety" option within the OLA app to contact their safety team. Regrettably, the response from the safety team was shockingly casual, as they simply directed me to call customer care. This lack of urgency and appropriate response is entirely unacceptable, especially when I was in a vulnerable situation caused by the negligence of an OLA driver.

This incident is not an isolated one. It appears that many drivers associated with OLA are misusing the platform to attract customers and then demand additional money, resulting in an increasingly frustrating experience for passengers. The ongoing problem between OLA and its drivers is severely impacting customers who rely on OLA for their urgent transportation needs.

I would also like to bring to your attention a distressing incident where a driver refused to transport my *-month-old baby to the hospital due to the short distance involved. Such insensitivity and unprofessional behavior are entirely unacceptable and reflect poorly on OLA's reputation.

Despite my attempts to address these issues directly with OLA, I have lost faith in their ability to take appropriate action against these drivers. Therefore, I am filing this formal complaint against the driver involved in the aforementioned incident. However, I believe that OLA must also take systemic measures to address these recurring issues and ensure the safety, security, and convenience of its passengers.

As a loyal and longstanding customer of OLA, I deserve better service. I expect OLA to prioritize passenger safety and provide reliable transportation services. I kindly request your agency to thoroughly investigate this matter, take appropriate corrective actions against OLA, and restore my faith in their service.