Ola losing Ground to Uber

There is a general perception that Foreign E-Commerce start-ups are disrupting and dislocating Indian Contemporaries on the power of money. But when you dwell deeply into the real fact, you will witness that this game is not just about money power. In fact it is the customer centric approach of these e-commerce giants which is actually making the difference.

How the ridiculous concept of OlaShare is losing ground to Uber ? To know, read on….

Incident #1

I switched to Ola some 15 days back amidst the exorbitant increase in fares by Uber for long distances. By the way, who uses Cabs for short distance..!.

One fine day, I booked an Ola Share @10.15 a.m. from Noida to visit Vasant Kunj for a meeting scheduled at 11.30 a.m.

My experience with Uber developed a conception that when you share a cab with other passengers, you share your ride with them on similar route. Unfortunately, I was wrong. Cab driver took 15 minutes to pick me up. The delay in my ride had already started and my conversation with Driver (Let’s call him ‘D’) during the ride was like this.

I asked, ‘Where the other passenger is heading to ?’

‘Sir, Noida Sector-2’.

I surprisingly said, ‘What ? But I have to go to Delhi, you are taking me to a totally opposite direction. Then what's the logic in sharing cabs ?’

‘Sir, you didn't tell me that you have to go to Delhi ? And it’s not in my hand, I have to accept the rides which the system shows’.

I shockingly replied, I suppose it’s your cab, you have an option to accept or reject the rides and I even mentioned my drop location.’

Post 5 minutes, I again argued, ‘Why are you moving backwards now ?

‘Sir, I have got another booking, I have to pick him up. We can go 5 Kms forward or backward from ongoing ride route.’

I said, ‘Are you kidding me ? Atleast you should drop the passengers cchronologically as per their booking. Otherwise how long distance passenger will ever reach ?

‘Sir, This is an issue. Even yesterday, one passenger from Noida reached Gurgaon in 4 hours.’

I bashed out, ‘That's ridiculous, you drop me right now and cancel my ride and refund my Rs. 314/-. I will take Uber now.’

‘Sorry sir, It’s not possible to cancel an ongoing ride. Even if you de-board here, you will not get any refund. You may speak to Customer Care.’

I was running late, I immediately de-boarded the cab and called Customer Care and shouted at them for their dictating policies. Even after such a lengthy argument, the Customer Care executive couldn't resolve my issue and denied to give any refund since it was pre-paid.

I hung the call with these words,

‘Listen, I am shocked and dismayed at the policy of your company on Ola Share. What is the purpose of taking OlaShare if it takes me twice the time to reach my destination. Being Indian, I really want Ola to grow but with this attitude wherein I am at loss on all fronts, pathetic service, excessive delay, no refund. Let me tell you sir, if that been Uber, they would have refunded me the money uprightly. I am sorry, you are losing valuable customers to your competitor. I will not use Ola anymore.’

Only answer he had was ‘Apology for the inconvenience caused’.

I booked UberGo and reached somehow at my destination with double hit on my pockets.

Incident#2.

I booked a cab for one of our guests from Noida to Delhi. The payment option was selected through PayTM. However, the Driver fraudulently collected cash also from our guest. This I came to know 15 days later when I met my guest again.  I was shocked. I immediately took up this matter to Uber and in no time I got refund of fare paid twice. This shows the value of customers for Uber. For them customer comes first and then everything else.

Before Parting.....

These incidents show the approach of both the companies. P.S. Being an Indian, I would like Ola, Indian grown Start-up to outshine Uber and grow relentlessly. For this they need serious overhaul of their system, otherwise Ola will lose ground to Uber in the coming times completely.

Editing Credits: Supriya