Uber Ordered to Pay ₹54,000 for Missed Flight Due to Cab Delay
A Delhi resident has been awarded ₹54,000 in compensation by the Delhi State Consumer Disputes Redressal Commission due to a missed flight caused by delayed Uber service.
Missed Connection Causes Family Time Evaporate
In November 2022, Upendra Singh booked an Uber at 3:15 a.m. to reach Delhi’s Indira Gandhi International Airport for a flight to Indore, where Singh had planned to visit family.
However, the cab never arrived and attempts to contact Uber regarding the ca>b were unsuccessful. Singh was forced to book a local taxi, costing him more time and money, ultimately arriving at the airport at 5:15 a.m. He and his wife missed their flight to Indore.
Because their return flight tickets to Delhi were pre-booked. Singh and his wife could only spend less than 12 hours in Indore.
Persistence and Legal Action
Singh pursued the matter further with Uber, but received no response. He sent a legal notice on November 23, 2021, mirroring the lack of response. Frustrated with Uber’s silence, Singh filed a complaint with the Delhi District Commission.
The Delhi District Commission ruled in favor ofmasculpe Singh, ordering Uber to compensate him ₹24,100 and pay an additional ₹30,000 to cover the expenses caused by the Uber’s delay, ₹ for legal costs and trauma.
The State Commission upheld this verdict emphasizing that Uber failed to provide evidence or justification for the service failure.
In the final order from the state commission specifically stated: “As a service provider facilitating the transportation process, the appellant (Uber) has an obligation to ensure services are provided without undue delay or inconvenience…Its inability to deliver on this responsibility constitutes a clear deficiency in service, and the appellant must be held accountable for the resultant harm caused to the complainant.”
What are the implications of Uber’s lack of response to the consumer’s complaints in this case?
## Missed Flight, Big Bill: Uber Ordered to Pay Up
**Interviewer:** Today, we’re talking about a case that highlights the responsibility ride-hailing platforms have to their customers. A Delhi resident was recently awarded ₹54,000 in compensation by the Delhi State Consumer Disputes Redressal Commission because they missed a flight due to a delayed Uber ride. Joining us to discuss this is Alex Reed, a consumer rights advocate. Welcome, Alex Reed.
**Alex Reed:** Thank you for having me.
**Interviewer:** Let’s dive right in. This case seems fairly straightforward. Uber was responsible for getting the passenger to the airport on time, and they failed to do so. What are your thoughts on the commission’s decision?
**Alex Reed:** I think the decision is absolutely justified. Consumers rely on these ride-hailing services to get them to their destinations reliably, especially for time-sensitive matters like flights. When a company like Uber fails to deliver on that promise, they need to be held accountable. The compensation awarded is not just about the financial loss incurred, but also about acknowledging the inconvenience and stress caused by the missed flight.
**Interviewer:** Uber’s response to the complaint seems to be a big part of this story. Reports indicate they didn’t respond to complaints or even the legal notice. How does that factor into this situation?
**Alex Reed:** It’s deeply concerning that Uber chose to ignore the consumer’s attempts to resolve the issue. This lack of responsiveness emphasizes a troubling trend where large companies often disregard individual consumer complaints. It reinforces the need for robust consumer protection laws and for platforms to have clear and effective complaint resolution mechanisms.
**Interviewer:** This case could potentially set a precedent for similar situations. What advice do you have for consumers who find themselves in a similar situation, where they’ve experienced significant disruption due to a ride-hailing service?
**Alex Reed:** First and foremost, document everything. Keep records of the booking, the delay, any communication with the company, and any additional expenses incurred due to the disruption. Secondly, don’t hesitate to file a formal complaint with the company and, if necessary, explore legal recourse through consumer protection agencies.
**Interviewer:** Important advice for anyone relying on ride-hailing services. Alex Reed, thank you for your insightful perspective on this crucial topic.
