Bengaluru: Cab aggregators, like Uber and Ola, who have set up call centers after pressure from the transport department, are using it only as a dummy as these centres refuse to make bookings for cabs on call. Cab aggregators allow bookings only through their apps, which is a clear violation of the norms specified by the transport department.
Ms Bani B., a regular Ola Cab user, said, “I was trying to book a cab from Ola around 4 am on Sunday, as I was facing problem with app. But those manning the call centre told me that they have stopped booking cabs over the phone and I should do it either through the app or their website.”
Ms Radhika Avasti, another commuter, said, “A week ago, I called the call centre to file a complaint, but they asked me to send an email. Two days ago, I tried to book through the call centre and they refused to do it. What is the use of the call centre if they don’t help their commuters?”
Transport Commissioner Ramegowda said, “It is mandatory for cab aggregators to have call centres that are functional. A call centre is required to help its commuters, provide solutions to their complaints and so on. We are waiting for the final notification from the central government and then we will bring all these activities down.”
An Ola official told DC that bookings are done both through the call centre and the app. But senior officials from the company refused to comment.
