An Uber user from Delhi recently emerged victorious in a legal battle against the ride-hailing giant after the company failed to provide a cab on time, which led to him missing his flight. The case, which was addressed by the Delhi State Consumer Disputes Redressal Commission, resulted in Uber being ordered to compensate the complainant, Upendra Singh, a total of Rs 54,000. The complaint, filed in 2022, highlighted the failure of Uber to deliver the service as promised, and the court ruled that this constituted a "deficiency in service," citing the company’s lack of accountability in the situation.
The incident took place in November 2022 when Singh had booked an Uber cab at 3:15 a.m. to ensure he arrived on time for his flight from Delhi Airport to Indore. However, despite confirming the booking, no cab arrived at the scheduled time, and Singh was unable to reach Uber’s customer service despite repeated attempts. The lack of response left Singh and his wife in a state of uncertainty and frustration. Unable to rely on the booked Uber service, they opted to hire a local taxi instead. However, due to the delay, they only reached the airport at 5:15 a.m., by which point their flight had already departed. This caused significant disruptions to their travel plans, including a shortened visit to family in Indore, as their return flight to Delhi was pre-booked.
Feeling aggrieved and frustrated by Uber’s negligence, Singh sent a legal notice to the company on November 23, 2022, to resolve the matter amicably. Unfortunately, Uber did not respond to the notice, prompting Singh to escalate the issue by filing a formal complaint with the Delhi District Consumer Commission. In its ruling, the district commission held Uber accountable for the incident, stating that the company's failure to provide timely service amounted to a "deficiency in service."
Uber, not satisfied with the decision, appealed to the Delhi State Consumer Disputes Redressal Commission, seeking a reversal of the verdict. However, the state commission upheld the earlier ruling, emphasizing that Uber had not provided a satisfactory explanation for the delay nor furnished any evidence that could justify its failure to deliver the service as agreed. The commission also reiterated that as a service provider, Uber had an obligation to ensure that its services were delivered without undue delay or inconvenience, and the company’s inability to meet these obligations had a direct negative impact on the complainant.
The Delhi State Consumer Disputes Redressal Commission’s final ruling, issued on November 11, 2024, ordered Uber to compensate Singh with Rs 24,100 for the financial loss and inconvenience caused by the missed flight and delays. Additionally, the commission instructed Uber to pay an extra Rs 30,000 for the mental distress and legal costs that Singh had incurred throughout the legal process. This ruling serves as a reminder of the legal obligations of service providers, especially in the context of the growing reliance on tech-based services like Uber.
As of now, Uber has not released any public statements regarding the court’s decision or its plans to address the ruling. The case is likely to have a broader impact on consumer rights in the digital services sector, emphasizing the importance of holding companies accountable for lapses in service delivery. For now, Singh’s legal victory stands as a testament to the importance of consumer protection and the responsibility companies hold towards their customers.
