Am writing to you as a professional IT employee who also works as a Rapido Captain to generate additional side income.
It is extremely disappointing to see that despite multiple complaints raised over the past several weeks (almost every week), there has been no effective resolution or acknowledgment from your senior support executives.
I would like to highlight a serious and recurring issue:
On multiple occasions, customers have mistakenly booked rides or parcels to incorrect destinations, or they have opted to cancel after securing a better offer from a competitor.
In such scenarios, customers cancel the ride for reasons entirely beyond the captain’s control. Despite this, the captain’s rating is negatively impacted, which is both unfair and demotivating.
As per my understanding, ratings are meant to reflect the captain’s service quality and behavior — not the customer’s mistakes or deliberate cancellations. Penalizing captains for these cases is not only unjust but also deeply discouraging for honest and hardworking partners like me.
I would also like to state that I have audio recordings as proof of customers clearly admitting their mistakes or sharing their reasons for cancellation. Yet, instead of addressing these facts, your support teams have repeatedly given standard replies and made empty promises without any concrete action.
Furthermore, the attitude shown towards captains is highly disrespectful, as if we are uneducated and incapable of raising legitimate concerns. This kind of treatment is unacceptable and tarnishes Rapido’s reputation among its most important partners the captains.
I strongly urge you to:
-Stop deducting ratings or imposing penalties on captains for cancellations initiated by customers.
-Establish a clear and fair cancellation policy that safeguards captain ratings in such cases.
-Ensure that these issues are escalated to senior management and resolved promptly.
-Provide an official response outlining the corrective measures being taken.
Failure to address this problem will force me and many other captains to reconsider our association with Rapido and potentially escalate this matter on social media and other public platforms, backed with evidence.
I expect a prompt and transparent response from your senior team — not generic replies or scripted calls.
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