Uber Ordered to Pay ₹54,000 to Delhi Resident for Failing to Provide Cab on Time
Uber Ordered to Pay ₹54,000 to Delhi Resident for Failing to Provide Cab on Time
Court terms Uber’s failure a “deficiency in service,” causing financial and emotional distress.
The Delhi State Consumer Disputes Redressal Commission has upheld a district commission’s order, directing cab aggregator Uber to pay ₹54,000 to a complainant, Upendra Singh, for failing to provide a timely cab service. This amount includes ₹24,100 for additional costs incurred and ₹30,000 as penalties for mental distress and legal expenses.
On November 19, 2022, Upendra Singh booked a cab via Uber at 3:15 a.m. to travel to Indira Gandhi International Airport. However, the cab never arrived, and repeated attempts to contact Uber failed. This delay forced Singh and his wife to hire a local taxi, reaching the airport at 5:15 a.m. Consequently, they missed their Indore-bound flight and were left with less than 12 hours to spend with their family in Indore due to pre-scheduled return tickets to Delhi.
Despite Singh’s efforts to resolve the matter with Uber, including sending a legal notice on November 23, 2022, the company failed to respond, prompting him to file a complaint with the Delhi District Commission.
Uber challenged the district commission’s ruling, claiming it operates solely as a cab aggregator and cannot be held liable for individual driver actions. The company also argued that Singh could have requested another ride via the app instead of hiring a local taxi.
However, the State Commission rejected Uber’s defense, emphasizing the company’s responsibility as a service provider to ensure seamless transportation services. The bench of Justices Pinki and Sangeeta Dhingra Sehgal noted that Uber’s inability to address the issue constituted a clear deficiency in service, stating:
“As a service provider facilitating the transportation process, Uber has an obligation to ensure services are provided without undue delay or inconvenience. Its inability to deliver on this responsibility constitutes a clear deficiency in service.”
The court further criticized Uber for failing to provide evidence or a valid explanation for the delay.
The Verdict
The State Commission upheld the district commission’s October 2023 ruling, ordering Uber to compensate Singh for the financial losses, emotional distress, and legal expenses caused by the incident.
This ruling underscores the accountability of service aggregators in ensuring timely and efficient service delivery, setting a significant precedent for consumer rights in India.
