Uber woe: Numerous complaints, little remedy

Since its inception in Bangladesh, ride-sharing service Uber has faced a flood of complaints against its bike and car drivers, yet the number of resolved cases remains alarmingly low.

Amid Dhaka’s severe public transportation crisis, Uber launched its app-based taxi service on November 22, 2016, bringing initial relief to many commuters. However, that relief was short-lived. The reckless behavior of drivers and various operational issues soon made Uber a source of frustration for passengers.

Passengers frequently report issues such as drivers refusing trips based on destinations, overcharging, rude behavior, vehicle breakdowns, passengers being unfairly fined due to driver mistakes, and even being forced to disembark mid-ride. Many now compare Uber to the notorious CNG-powered auto-rickshaws of Dhaka.

Shayon Biswas, an Uber passenger, shared his bitter experience with Views Bangladesh. He booked a ride from Mirpur to Paltan with an estimated fare of 360 BDT, but upon reaching his destination, the fare skyrocketed to 1,584 BDT. Shayon is not alone—many passengers have faced similar predicaments. While some receive redress upon filing complaints, most do not. Despite Uber providing an in-app complaint feature, passengers claim there is no instant remedy, nor any evidence of action being taken against errant drivers.

Porna D'Costa recounted another unpleasant experience. She booked an Uber car using her home Wi-Fi, as she had no mobile data. After informing the driver of this, she waited outside for the ride. The driver arrived late, then demanded a fare higher than initially displayed. She later checked her ride history and discovered a 30 BDT cancellation charge had been imposed, despite her never canceling the trip.

Zia Uddin Raju expressed his frustration: "Uber has become like rickshaw pullers, demanding extra tips after dropping passengers off!"

However, according to the Ride-Sharing Service Policy, 2017, Uber drivers are prohibited from arbitrarily refusing passengers or increasing fares.

On January 15, 2018, the Bangladesh Road Transport Authority (BRTA) approved the Ride-Sharing Service Policy, 2017, which was officially gazetted on February 28 and came into effect on March 3 that year. Despite seven years passing, much of this policy remains unenforced.

Passengers argue that despite regulations, app-based ride-sharing has become chaotic. Many drivers avoid the app, instead waiting at street corners to negotiate fares directly with passengers.

Jiklur Rahman sarcastically remarked, "It’s easier to take the BCS exam than to book an Uber ride!" When asked why, he explained, "Uber drivers bombard passengers with questions—'Cash or Bkash?' 'Will you take the main road or the inner roads?' If they don’t like the answers, they cancel the ride or sometimes even report the passenger!"

When asked about high fares, Uber drivers claimed that fares surge during peak hours—typically from 6 AM to 10 AM and from 6 PM to 10 PM—when demand exceeds supply.

Uber offers three types of services:
UberX: Base fare of 40 BDT, 18 BDT per km, and 3 BDT per minute waiting charge.
Uber Premier: Base fare of 80 BDT, 22 BDT per km, and 3 BDT per minute waiting charge.
Uber Moto (bike rides).

Passengers complain not only about fare manipulation but also about Uber drivers’ reckless behavior and mistreatment.

Taherul Islam shared his ordeal: “I requested an Uber from Bakshibazar, near Dhaka Medical College. Two drivers ignored my request. Another driver, though shown nearby on the app, claimed he was in a different area. One driver accepted my ride but never answered my calls or canceled. When I asked him to cancel, he refused, saying, ‘You’ll lose 30 BDT if you cancel yourself.’”

Atiqul Islam reported a similar issue: “An Uber driver canceled my ride after repeatedly giving me missed calls, making it seem like I didn’t answer. He then asked me to go with him off-app for a negotiated fare. Due to his cancellation, I was fined 30 BDT!”

When approached, Uber drivers justified their actions.

Mohsin, a private company chauffeur who moonlights as an Uber driver, explained, "Many Uber drivers do this part-time and aren’t familiar with all routes. Plus, Uber’s app sometimes shows incorrect locations, leading to misunderstandings. No one wants to cancel a ride because both drivers and passengers get fined 30 BDT. Also, fares increase when stuck in traffic due to waiting charges.”

Another driver, requesting anonymity, revealed that he earns a fixed salary of 20,000 BDT per month and works from 9 AM to 10 PM. He admitted that expenses often exceed income due to fuel costs and time wasted in traffic.

Beyond fare disputes, Uber drivers have also been linked to criminal activities.

Recently, actress Nijhum Rubina had a distressing encounter with an Uber driver in Hatirjheel. Feeling unsafe, she jumped out of the moving vehicle.

In May last year, a teenage girl in Mohammadpur was abducted in an Uber-registered vehicle, assaulted at gunpoint, and held for ransom.

In May 2021, Uber was in the spotlight after a driver harassed a female passenger in Mirpur.

In April 2019, Fahmida Haque Labonno, a BRAC University student, tragically lost her life due to an Uber driver’s negligence.

Multiple criminal cases have been filed against Uber drivers at various police stations.

Regarding these incidents, DMP Deputy Commissioner (Media) Talebur Rahman stated, "No criminal will go unpunished. The allegations against Uber drivers are being taken seriously, and appropriate action will be taken."

When Views Bangladesh attempted to contact Uber’s management, no official statement was received.

A BRTA official, speaking anonymously, stated that complaints against app-based ride-sharing services can be submitted through the BRTA website. However, serious criminal offenses should be reported to law enforcement authorities.

Founded in March 2009, Uber now operates in 663 cities worldwide, with over 5 million daily trips globally. However, in Bangladesh, the dream of a hassle-free ride-sharing experience remains elusive.