On 9th July 2023, I booked a rental cab through the OLA India App in Pune for a 2-hour or 20 KM ride (Booking ID: CRN[protected]). Just 5 KM into the journey, the driver refused to continue beyond 20 KM, despite OLA's guidelines that should have permitted additional distance and time for an extra fee. I explained to the driver that I was heading to the airport to pick up my parents and needed to be sure we would be dropped off safely. The driver remained adamant, leaving me no choice but to cancel the ride.
After cancelling, I was charged the full fare of INR 651 for only 5 KM of travel. I immediately filed a complaint with OLA customer care, but their response was both surprising and disappointing. They told me that I had de-boarded for "personal reasons" and refused to take any further action on my complaint. Upon raising the issue further, I got the exact same response. No explanation was provided on Ola's part.
To make matters worse, I've been receiving dozens of calls from OLA every day, threatening me for money. I can't even raise the issue through the app anymore as the particular trip has been made unselectable. This has been an incredibly distressing experience, and I am running out of options for resolving it.
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