Complaints from customers against aggregators have increased, particularly during rains, alleging that surge pricing and congestion charges make autos and taxis unaffordable.
Bengaluru : With public anger mounting over taxi aggregators fleecing passengers through huge surge pricing, congestion charges, driver tips, boost charges and other add-ons, the transport department is now working on an overhaul of the Karnataka On-demand Transportation Technology Aggregators Rules, 2016. An official said, “It has been over 10 years since the taxi aggregator rules were introduced.
Senior officials said the revised rules will spell out how aggregators will be held accountable for violating fare rules. Priyanaka R, a passenger, said, “Every time it rains in Bengaluru, the prices of autos through apps skyrocket. Auto and taxi unions have been demanding a “one city, one fare” system and an end to discriminatory fare practices.
There have been many changes in the way taxi aggregators operate, the way people book rides and the dynamic pricing they charge. There are complaints about aggregators not following fare rules and fleecing customers. Existing rules are not sufficient enough to make aggregators accountable for their lapses. There is a need for comprehensive rules to hold them accountable when they violate fare rules and fleece customers and for other violations. The revised rules are expected to lay down how passengers can approach authorities when they are overcharged by aggregators, the process for authorities to hear such complaints, action to be taken, recovery of penalties and other measures. The rules are also expected to cover action against aggregators for violations relating to attaching vehicles, insurance requirements and passenger protection in case of accidents. Complaints from customers against aggregators have increased, particularly during rains, alleging that surge pricing and congestion charges make autos and taxis unaffordable. They have also questioned the authorities for failing to act against such practices. Meanwhile, aggregators have started displaying a message on fare stating that they are merely a facilitator between the customer and driver. The fare displayed, they say, is only an estimate and the final fare is subject to mutual agreement. It becomes worse than personally bargaining with an auto driver on the ground. I have paid more than twice the actual cost for my journey from Byappanahalli to Ramamurthy Nagar. An app doing surge pricing defeats the whole purpose of why they were actually conceived. Recently, the Union consumer affairs ministry had directed aggregators not to charge pre-ride tips and add-on charges from customers while booking rides. However, passengers allege that some aggregators continue to offer booster charges and tips to obtain quicker rides. Recently, the transport department directed aggregators and drivers to install taxi meters and follow prescribed fare rules. However, unions have alleged that the department’s directions lack clarity on enforcement and implementation.
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