Ola Cabs — Poor Coordination & Delay

Address:

Bangalore, Karnataka

I am from Bangalore and I had booked a cab for my mother and aunt (both senior citizens) using the OLA mobile app (in my husband's user name VIVEK TWISTER). The pick up point was my home on BG Road (SJR Luxuria appartments) & had to be dropped off at the City Railway Station on 18th May 2015. The pick up time selected was 3pm and the trains - Shatabdi Express (Mysore to Chennai) scheduled departure was 4.25pm. The CRN number of my booking is 83931889. The OLA service centre had messaged the details of the cab driver at around 2.40 pm. Driver Name - Nandeesha ([protected]). However the drivers number was not reachable at all. Hence at 3 pm i had to call the customer care and complain. They also tried to reach the driver but could not. Atleast then the call centre representative could have confirmed to me that they would cancel booking and we would have looked for alternate mode of transport. Both me and my husband were at office my aged mom and aunt were in jeopardy. The call centre representative promised to arrange for another cab which was near AECS Magnolia school which is 5 minutes away from my home. However finally both the cab drivers did not turn up at all. The call centre reps continued to ask us to wait. In mean while Nandeesha (the first cab driver) calls up from another number and says he is very close by and would reach in another couple of times. That was last we heard back from him. After that my husband, myself and aunt would have tried to reach him atleast 10 times each and he continued to disconnect our calls. My aged aunt and mom had to later rush to take a auto rickshaw. Considering their age it would not have been feasible for them to run against time. They finally got an auto around 340 pm. They finally missed the train by 10 minutes. We had a financial loss ~ INR 2250 (missing the train - ticket cost of INR 1800 and returning back home from the railway station in prepaid taxi ~ INR 450). More than the financial loss its the mental agony that my aged mom and aunt had to go through in an unfamiliar city. We get a SMS from OLA at 3.50pm cancelling the booking on account of delay and regretting the inconvenience. The poor coordination of the call centre and thorough irresponsibility & negligence of the cab driver Nandeesha is the cause for the complete mess. This whole mess needs to be owned by the OLA management for not properly guiding and educating the call centre representatives and also not emphasizing the necessity for cab drivers to reach on time and if there is a difficulty to openly admit the same to the customer. While OLA could only send an SMS admitting & regretting the inconvenience, Will OLA take responsibility and reimburse my financial loss (since they cant do anything about the personal agony caused by them)???