Ola Cabs — Complaint: Denial of Service from Ola Cabs

Hi, I booked 2 sedans using your website (olacabs.com) on Apr 20, for my wife and her colleagues in Kochi to reach airport. Booking Nos: CRN 76880722 & CRN 76882062 Booking date/time: Apr 20, 2015, 11:20 PM Trip date/time: Apr 22, 2015, 6.30 AM Pickup : Chottanikkara Drop: Airport I recd confirmed booking email and SMS from ola 1) As you can see it was a drop to the airport, but the cab drivers (both) refused to come and told us on Apr 22, 5:30 AM, i hour before departure 2) I called up Ola cabs helpline and they said since the pickup location is out of city limits, we cannot help. 3) Ola customer service asked us to try using the Ola APP, but I said that the App was not working properly, on 3G data connection, on mobile phone, it doesn't open up, even if the app opens up, it hangs while trying to find the current location Questions 1) If the pickup location is out of city limits, why did i get the confirmed booking message ? 2) How do you expect the customer to handle this situation when the cab drivers tells us that they can't come AT THE LAST MOMENT. As you can see the time of pickup was early morning 6:30 AM and BOTH drivers refused to come, telling us at 5:30 AM.. How do you expect customer to make alternate arrangement at SUCH AN ODD HOUR ? 3) This is a problem at your end, since if the pickup location was NOT in city limits, you should have denied at the booking itself, but sending me confirmed booking email and SMS and then drivers refusing to ply is DENIAL OF SERVICE OF WORST TYPE In the end, one of the cab driver agreed to come after we said we will pay MORE MONEY But still since we were 8 people, one cab was insufficient and I had to run around in the odd hour to make alternate arrangements How can you deny customer at the last moment, esp when he/she has to reach airport to catch a flight ? I demand : 1) An compensation for the mental frustration caused due to inefficiency of your App 2) Refund of the money I paid as I had to do alternate arrangement at the last moment which costed me more money I am going to escalate & publicise this in social media (twitter, facebook) so that other Ola users are aware of the issues at hand and having a confirmed booking doesn't mean they have a confirmed cab, which is very Ironic Pls escalate this to the Ola management / top level execs, otherwise too they will know once I post this bad experience on social media thanx, deepak