Ola Cabs / Ani Technologies — Overcharge for outstation trip

With extreme disappointment, this is to inform that I have been fraud by the ola cab driver on 30th December 2020, for which complaint has been registered whose ticket ID is [protected] and no resolution has been made over it within the promised resolution time of maximum 72 hours. Its been 6 days the support advisors are not giving any clear information regarding the same and just delaying the incident by making one only statement "You will get resolution in the next 24 hours and so on". I have been trying to call multiple times from my registered mobile number "[protected]" and I couldn't reach the same as the call gets disconnected automatically after IVR information delivery. It's been a very disappointing experience with ola I must say.

Below are the details of the whole incident.

1. Outstation ola cab has been booked on 30th December 2020 at 9:00 PM from Alwar City Rajasthan to Noida sector 59 for which estimated fare showed around INR 3500 for a distance of 174 km.

2. On more clarification over the charges the driver said that there would be additional charges apart from the estimated fare which would be around INR 500-700 and no other charges have been mentioned which ultimately make the bill near to INR[protected]

3. Driver clearly mentioned that he will take 2 stops at some intervals throughout the journey and after 20-25 minutes of the journey he took a break of around 15 minutes at nearby Dhaba along the highway.

4. The 2nd stop was at CNG station and the driver asked to pay INR 500 for CNG gas filling and payment has been made through the debit card (OM CNG PUMP Rewari, Haryana)

5. On reaching the destination on 31st December at 1:00 AM when asked for the overall bill it showed near to INR 5200 + 745 Toll tax and State tax as per driver, which makes the bill near to INR 6000 which was way too high than estimated fare and also there was no deduction of the previously paid amount at CNG station which consolidates the bill to INR 6500.

6. On checking fare breakup it has been found that distance travelled showed is 228 kms however on the start of the journey it showed 174 kms and no changes throught reaching the destination has been made from our side, also additional time charge has been charged which driver took the time on his own.

7.Complaint over the incident has been made to ola customer support and maximum resolution time given was 72 hours, within this 72 hours I have been consistently trying to reach ola customer support but my call automatically disconnects after the IVR information. After hardly getting connected the advisors (salman, asif/ashiq) just give a statement that resolution would be made as soon as possible and the issue has been escalated.

The advisors itself has calculated proactively regarding the distance travelled by checking it on google maps and considered as mistake happened but still no resolution has been made till now and they are saying that amount has been calculated as per total distance travelled which was 228 kms. How can there will be difference of 50-55 kms for one route journey?

It's been really disappointing and painful getting help from ola support.

Akshay Sharma

[protected]