How Safe Is Uber India? This Driver Fraud Incident Might Give You An Insight

Fake drivers driving for Uber India! Does Uber India have a way to monitor driver fraud?

By Stephen

Updated: Wednesday, November 29, 2017, 12:58 [IST]

Smartphone applications have made the taxi-hailing process very sophisticated and smooth. However, irrespective of how reputed the cab-hailing company is, there is always that one driver who brings the entire brand down. The case we have here is one classic example.

Jobo Kuruvilla, the Managing Editor of DriveSpark encountered one such driver while taking a ride in an Uber cab. Boarding the Toyota Etios (KA 36 B 2120) deployed by Uber at the Bengaluru International Airport, Jobo was taken aback by the driver's abusive tone.

The Uber driver, named Thimmanna was driving while talking on his mobile phone, and when questioned about the same, became abusive. After a while of listening to the driver talking on the phone call via loudspeaker, and repeated requests to get off the call (which were ignored) Jobo had to do something about it.

Enough damage had been done and Jobo cancelled his ride, just 10 minutes away from the airport, still an hour away from his destination. For this, unsafe and unpleasant seven-kilometre-long ride, Uber charged Rs 451. Adding fuel to the fire was the fact that the driver told Jobo to do whatever he could, which was when this picture of him was snapped.

Being part of the digital media, Jobo immediately took to Twitter to let Uber India know of the Incident, to which the ride-hailing service replied casually, asking him to report it through the help section on their app.

The Entire Twitter Tango With The Taxi Troublemakers

.@Uber_India @UberINSupport This #Uber driver refused to get off the phone & abusive. When I said I'm from the media. His tone changed. I cancelled & got out. How are you going to fix this unprofessional chauffeur? @bgmahesh @drivespark @BLRAirport pickup #Bangalore pic.twitter.com/4cmx5y29no
— Jobo Kuruvilla (@jobokuruvilla) November 27, 2017

Hey, we understand how frustrating this must be for you and are really sorry for the experience endured. Please do drop us a note through the help section of the app so that we can follow up and get this issue addressed at the earliest. Also, DM us your registered phone number.
— Uber India Support (@UberINSupport) November 27, 2017

No you clearly don't understand the frustration. And stop addressing me as "Hey", I am not your buddy. Shows #Uber's professionalism at the customer level as well. Will take this up via the media. Not interested in your refund, which is going to be your approach.
— Jobo Kuruvilla (@jobokuruvilla) November 27, 2017

Uber, Auto or Ola is a personal choice. What negativity/media-wallah are you taking about? I felt unsafe, as the driver was on the phone/distracted/rash. Be it you or anyone. Don't encourage a driver being distracted by talking on a mobile phone.This can lead to accidents.Period.
— Jobo Kuruvilla (@jobokuruvilla) November 27, 2017

Noted & I hope you support this thread till @UberINSupport @Uber_India takes action on this driver. Not interested in a refund. I'm just doing my job as a media representative. If I keep quiet, then what's the point of me being part of the media? Thank you for understanding.
— Jobo Kuruvilla (@jobokuruvilla) November 27, 2017

Totally agree with @PrabulKanth Been a @Uber_India customer for ages. Speaking on the mobile while driving is dangerous and will lead to accidents. Also, threatening a customer. What if my mother was travelling? Stop auto generated msgs or refund. Not interested @UberINSupport
— Jobo Kuruvilla (@jobokuruvilla) November 27, 2017

Leave that Mr. Mahesh. Check this out. Thimmanna is the driver as per @Uber_India @UberINSupport app. The abusive/mobile-speaking-driver behind the wheel was another guy itself. Do I need to say more @drivespark @Oneindia @OneindiaKannada @karnatakacom pic.twitter.com/sihUA46uzD
— Jobo Kuruvilla (@jobokuruvilla) November 27, 2017

How about you start here. As per the app, Thimmanna is the deputed driver. How come someone else is driving? Check my first tweet @Uber_India #Uber #Bangalore #India pic.twitter.com/FearCR8uMU
— Jobo Kuruvilla (@jobokuruvilla) November 27, 2017

@drivespark kindly look at this thread. Make sure this story is up and we stand up as media representatives. Abusive Driver. Not The Same Driver As Per App. Do we need a better story? I certainly don't need a refund @Uber_India #Bangalore #India #Uber
— Jobo Kuruvilla (@jobokuruvilla) November 27, 2017

If this happened to a person working in the media, one can imagine the state of the common man without a voice. The question to be asked now is, what if the passenger wasn't from the media? It could have happened to anyone else, it could have been somebody's father, mother, sister or brother in the same position. What then?

Fake Driver Profiles On Uber India! How Safe Are App-Based Cabs Anymore?

Oh, and it gets better. The driver wasn't Thimmanna! Take a good look at the picture of Thimmanna on the Uber app and his overall rating, and then have a look at the driver who was actually driving. Something really doesn't add up here, does it?

Are there any measures taken by Uber to prevent others from driving under the names of their drivers? Well, from this case, it sure doesn't look like it!

This is definitely a cause for concern as it isn't about one person. This is about the thousands of people using their services regularly. It was only recently that more than 20 Uber drivers got together to rough up a CEO of a company when he insisted on having seatbelts for the rear passengers as well.

Even more recently, Uber found itself in a soup for allegedly paying hackers $100,000 to keep their data breach a secret. So it is not just physical safety that is a concern with Uber. For all we know, customer details have already been leaked.

Now add this instance of another driver behaving rudely while not being officially registered with Uber and you start wondering — How safe are smartphone-based cab services for the general public? Are the fair charges right? Are majority of cars in good running condition?

Uber entered India with a lot of promises, but till date, there have been multiple reports of customers being inconvenienced by the ride-hailing service and its drivers.

Uber India will definitely look into the incident and set things right with Jobo, but the question here is, what will happen to the driver involved in the incident today? Will he be reprimanded in any way? Does Uber know who was actually driving the cab in the first place?

There is ahuge number of these of cabs plying around, ferrying thousands of passengers. Incidents like this one draws our attention to a few erratic drivers who put the lives of others at risk. Should major brands like Uber pay attention to every small incident involving one of their cabs?

Well, yes! Uber and other ride-hailing services exist because of these individual customers. They should be paying attention to the smallest of inconveniences caused to these individuals. If it is driver fraud, like in this case, Uber should be even more worried.

DriveSpark Thinks!

Today it might have been Jobo, and the same issue could might be repeated with someone else tomorrow. The question needs to be asked — Will Uber initiate strict action against Thimmanna, or will it be brushed off with just a bad rating? Watch this space for an update on this front.

Update: Uber India's Response

Hello Jobo,

This is Aman from the Incident Response Team at Uber.

Thank you for taking the time to talk to me and providing me with the information that would help me fix this issue for you.

I understand this has been an uncomfortable trip experience for you.

Thank you for bringing this to our notice. I have personally followed up with your driver partner and he is barred from the platform meaning he cannot drive on the Uber platform. Safety and comfort is something we look at priority for both our parties. I also appreciate you for avoiding any argument that could have cropped up.

This issue has been escalated to the concerned team which personally looks into such issues.

In cases like these, it isn't about the money per se, which you are absolutely right about, but the experience that you receive on a trip with Uber. I can confirm that the refund for this trip has been issued to your PayTm account totalling to INR 451.28 which shall reflect in your PayTm account in 1 business day.

I apologise for the inconvenience and all the trouble caused. Please be assured that we strive to provide top-notch services both when it comes to your experience on trips with us as well as the support you receive for issues like these is extremely important for us at Uber.

I really do appreciate you bringing this to our notice, thank you for doing so.

Should there be anything else I need to know or look into, do write me an email and I will take it further.

Looking forward to seeing you in an Uber soon!