Journey cancellations by drivers of app-based taxi companies, comparable to Ola, Uber, and Rapido, proceed to be a significant ache level for commuters throughout India. A survey revealed {that a} staggering 82 per cent of customers skilled cancellations in 2025, up from 75 per cent in 2023.
The information, from a complete survey by LocalCircles, a neighborhood social media platform, involving over 75,000 responses from 325 districts, paints a bleak image of service reliability regardless of rising authorities intervention.
In response to the findings, one in each two customers confronted cancellations at the very least as soon as previously yr, usually after the driving force accepted the trip. Of the 17,993 customers who responded to a associated query, 74 per cent stated drivers cancelled rides upon studying the vacation spot, digital fee mode, or each. Whereas this quantity is barely decrease than 84 per cent recorded in 2023, the frequency of such cancellations continues to frustrate customers.
Customers report that drivers usually cancel journeys if the route is deemed unprofitable or if the fee technique isn’t money. “This has led to a number of complaints of compelled cancellations, with customers generally requested by drivers to cancel the trip themselves. Essentially the most troubling facet is that this follow stays rampant even in massive metropolitan cities,” the report acknowledged.
The Central Client Safety Authority (CCPA) has beforehand taken cognisance of such points, having issued notices to main aggregators like Uber over allegedly unfair commerce practices. The Union Client Affairs Ministry can be investigating different platforms, together with Ola and Rapido, for potential darkish patterns, notably the follow of nudging clients to tip drivers prematurely for higher service.
Additional, 62 per cent of customers reported dealing with surge pricing, a determine that has remained flat since 2023. Lengthy ready instances noticed a marginal improve, from 48 per cent in 2023 to 53per cent in 2025. The share of customers charged cancellation charges doubled in two years — from 23 per cent to 45 per cent.
The survey additionally revealed that 25 per cent of customers now face points with driver behaviour, up from 8 per cent in 2023, suggesting rising frustration amongst commuters. About 30 per cent reported unclean automobiles, and 6 per cent flagged security considerations — each figures unchanged from two years in the past.
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The revised Motor Car Aggregator Tips, 2025, launched on Tuesday by the Ministry of Highway Transport and Highways (MoRTH) states that if a trip is cancelled by the driving force after accepting the journey, a penalty of 10 per cent of the fare not exceeding Rs 100, ought to be imposed the place such cancellation is made with out a legitimate motive.
This penalty is to be break up between the aggregator and the buyer. The rules additionally suggest set up of monitoring gadgets, insurance coverage for drivers, and a three-month deadline for state-level implementation.
In response to the survey, 59 per cent of app taxi customers consider that unfair commerce practices by aggregators stay widespread, regardless of notices issued by the Central Client Safety Authority. Solely 18 per cent reported enhancements in service.
Curiously, 82 per cent of customers need the federal government to introduce widespread service requirements for all app-based aggregators — a requirement that has remained constant since 2023.
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To counter the dominance of present platforms, Union House Minister Amit Shah had already introduced a government-backed cooperative mannequin, ‘Sahkar Taxi,’ which goals to empower drivers by eliminating fee cuts and middleman platforms.