Dec 29, 2016 11:08 AM
3212 Views
The consolidation of taxis and offering customers the cabs at cheap rates is a great idea. It also comes with other digital security features such as tracking the ride, emergency calls etc, which was unheard of until these apps(such as OLA, Uber etc.) were introduced. Five stars for such features.
However, one grouse has been the behaviour of drivers, esp. with OLA cabs. They drive rashly, demand extra money, fight with customers and other riders on road and worst of all, have the highest rate of cab cancellation without any reason. This is a huge irritant!
I've had several experiences(esp. after the driver get to know the mode of payment is electronic or routes are not according to their wish) where the driver choose to cancel the service without informing the customer.
The OLA servers do not trigger messages in time, neither do they have the courtesy to call up customers and inform about the cab being cancelled by driver. Many a times, I've even informed the OLA support team regarding the cancellation and have received a cold response that I am required to book another cab. The support team tend to lie to customers too(that the same cab will be booked if I book a cab immediately).
Needs improvement:
No or poor discipline of drivers. Drivers need to be cherry picked and trained(on communication skills, obey traffic rules) before being employed. Even if that mean INR 5.00 etc for me per ride, I think it is money well spent
Settle payment with drivers immediately by transferring funds into their bank account. The issue around non settlement is the reason why most drivers do not wish to get paid via OLA Money\PayTM etc.
Disciplinary actions are ineffective - I have had 100s of OLA rides and have seen them laughing when asked, what disciplinary action will they face if they cancel the cabs. The truth is, the disciplinary action just dont work!
Upgrade OLA servers: Often customers and drivers dont receive updates\messages in time, delaying pick up, payments etc. This needs to be addressed immediately
Provide upgraded\better devices to drivers: Many devices provided to drivers are pretty obsolete and the device hangs often, which lead to delays, cancellation etc.
These would definitely take OLA a long way ahead in ensuring better customer satisfaction and proves to be a choice over the competition. All the best!
