- Hotel Name
- None
- Company Name
- NONE
- Website Name
- https://www.uber.com/in/en/
- Customer Care Number
- NA
- Loss Amount
- 20000
- Ratings
- Opposite Party Address
- UBER INDIA
I, Sudhanshu Gupta, a senior citizen residing at 109, Mulberry Villa, Omaxe City Phase 1, New Chandigarh – 140901, hereby submit this formal complaint regarding a grave service failure and misconduct related to a scheduled Uber ride booked via its mobile application. I respectfully submit the following for your kind consideration:
Yours faithfully,
Sudhanshu Gupta [9410101240] [sudhanshu.64@gmail.com] [Date 1-07-2025]
- On 22nd June 2025, I scheduled a cab through Uber’s “Book Later” feature for a ride to Chandigarh Railway Station on 24th June 2025, ahead of my crucial journey to Delhi at 6:53 AM, which I was to undertake along with my wife, Ms Vidhu Gupta (ANNEXURE-I).
- Uber promotes “Book Later” as a dependable service for time-sensitive travel. It includes a guaranteed fare with a reservation fee, time-bound pickup flexibility, and the promise of timely arrival—all of which I relied upon in good faith.
- I received confirmation via SMS and email from Uber (ANNEXURE-Colly II), further reinforcing my confidence that the booking was secure.
- On 24th June, at approximately 5.45 AM, I received a message from Uber notifying me that vehicle PB01E3698 was just 790 metres from my location with the assigned pin. However, the driver never arrived. The Message is enclosed as (ANNEXURE-III)
- At 6:10 AM, a different driver called, stating he had just completed another ride and that the trip had been suddenly offered to him—leaving him too far from my location to fulfil the commitment in time.
- As a result, I was left stranded, distressed, and in serious risk of missing my scheduled train. As a senior citizen, this experience was both mentally harrowing and physically exhausting.
- Uber’s failure to ensure timely availability and its lack of transparency in response not only reflect deficiencies in service but also raise concerns of digital misrepresentation and unfair trade practices. The altered driver allocation without prior communication is unacceptable.
- The Punjab State Commission’s judgement in Uber India Systems Pvt. Ltd. vs. Mohit Bansal is relevant here. There too, Uber was held liable for driver misconduct, and the platform’s defence of being a mere intermediary was rejected. It established that companies managing fare, assignment, and booking infrastructure bear responsibility for the delivery of promised service.
- Furthermore, Uber had every opportunity to revise the fare prior to confirmation. Once the fare was accepted and the booking confirmed, Uber and its driver became jointly responsible for delivering the agreed service.
- I made repeated attempts to contact Uber’s Grievance Redressal Officer at grievanceredressaloffice@uber.com to resolve this matter amicably (ANNEXURE-IV). Despite multiple follow-ups, I received no satisfactory response, compensation or meaningful resolution from the company. This lack of accountability and redress further exacerbated the inconvenience and distress caused by the initial incident.
- Issue a formal written apology acknowledging the service lapse
- Ensure greater clarity in fare disclosures when booking through the app, especially when fare increases imply higher reliability
- Offer monetary compensation to address the mental agony, inconvenience, and potential financial losses caused due to their failure
- Institute systemic reforms to uphold rider trust in time-critical travel situations
Yours faithfully,
Sudhanshu Gupta [9410101240] [sudhanshu.64@gmail.com] [Date 1-07-2025]
