Mumbai: Rapido users flag safety lapses over mismatched rider identities and number plates

Following reports that one of the suspects in the firing case involving actor Tiger Shroff had allegedly worked as a Rapido biketaxi rider commuter safety on appbased transport platforms has come under renewed scrutinyMumbaikars using Rapido have reported mismatches between the riders and vehicles shown on the app and those arriving for pickup concerns over reckless driving difficulty accessing emergency assistance and problems retrieving ride details after tripsWomen commuters in particular say these lapses have left them feeling vulnerable while travelling across the city midday spoke to commuters who recounted experiences that have raised questions about driver verification vehicle identification and the platforms grievance redressal systemCommuter SpeakNandini Keluskar Nahur residentlsquoWhen the bike arrived neither the licence plate nor the riderrsquos face matched the profile on my phone I was in a rush and got on but halfway through the journey he began riding recklessly cutting through traffic at dangerous speeds When I asked him to slow down he scoffed I checked the app for an emergency button but could not find a direct seamless way to contact local authorities or get quick support I was terrifiedrsquoIsha Khatu Borivali residentlsquoYou order a ride and a complete stranger shows up wearing the apprsquos helmet but everything else is wrong The licence plate on the bike doesnrsquot match the screen The face looking back at you isnrsquot the man named in the app In a city like Mumbai late at night that mismatch makes your heart drop into your stomach I had never felt unsafe in this city But such negligence from appbased ride facilitators makes us feel vulnerable and unsafersquoKanak Rajadhyaksha Bandra residentlsquoI booked a bike on Rapido from Bandra to Sion Neither the bike model nor the licence plate matched the details on the app It was my first biketaxi ride so I cancelled because I did not feel safe continuing The rider argued with me Later when I shared the experience with friends they said this was quite common with RapidorsquoSanjana Sahu medical representativelsquoI was shifting from my hometown in Rasayani near Panvel to Ghatkopar after securing a job in Mumbai On the day I shifted I booked a Rapido car The driverrsquos name and licence plate matched but the car had a private white number plate instead of a yellow one When I asked the driver he said lsquoRapido pe chalta hai apna khudka gadirsquoMaya Sharma Santacruz residentlsquoI tried to trace a rider after a deeply uncomfortable auto trip from Khar to Santacruz only to find his profile missing from my screen I wanted to raise a complaint but had forgotten to take a photograph of the driver and his licence plate during the argument we had during the ride When I requested the vehicle details from customer support it took them over four hours to respond If something catastrophic happens during a ride four hours is an eternity If other apps can provide details even after a ride has ended why canrsquot RapidorsquoPriya Kadam Dadar residentlsquoI booked a Rapido auto while returning from office At the same time my manager booked an Uber auto for her destination Both rides were accepted immediately only for us to discover that the same driver had accepted both bookings on two different platforms Why should such a system be available to driversrsquoRapidorsquos responseDespite midday sending six specific questions about discrepancies between rider identities and vehicle registration details access to trip information and passenger safety Rapidorsquos response did not address the central concerns mdash particularly why the rider and licence plate details shown on the app may differ from those of the person and vehicle arriving for a pickup ldquoAt Rapido passenger safety is a key priority and we have several mechanisms in place to help riders and address concerns throughout the journeyA passenger confronts the Rapido rider over a mismatch between the vehiclersquos number plate and the details shown on the app while the rider points out that the OTP matches PicsRitika GondhalekarPassengers can use the inapp SOS facility through the red emergency button to connect with Rapidorsquos 247 Emergency Response Team for priority assistance This safety feature is available as the ride begins It also lets them alert their saved emergency contacts and ambulance assistance can be arranged in the event of an accident Our customer support team is available round the clock for emergency safety and security concerns For rides taken between 10 pm and 6 am our customer care team also reaches out to the passenger after the ride for a safety checkCaptain and vehicle details are shared with passengers once a booking is confirmed and we also maintain them on our platform Passengers who need these details after a ride particularly to report an incident or seek assistance can request them from our support team Such requests involve verifying the passengerrsquos account and trip details so that information is shared only with the right person Where a safety concern has been raised these requests are treated as a priority and handled on an urgent basis We encourage passengers to report any discrepancies or safetyrelated incidents through our app so that they can be investigated and appropriate action takenrdquomiddayrsquos questions1 Why does vehicle registration number displayed on app sometimes differ from pickup vehicle2 Why does the rider arriving for pickup sometimes not match the name and photograph displayed3 Why is there no easily accessible emergency calling facility4 Why are passengers unable to access rider and vehicle details after a ride has ended5 Why does it take the company several hours to share rider and vehicle details when passengers request them to report an incident6 What should passengers do when the rider or vehicle arriving for pickup does not match the details shown on the app Should they proceed with the rideReporterrsquos diary A ride that took a wrong turnAfter booking a ride from Andheri railway station to a friendrsquos home in Andheri East the rider arrived on a black Suzuki Access scooter He was not wearing a helmetThe first discrepancy was the number plate which didnrsquot match the vehicle details shown in my Rapido app However the OTP matched and the ride beganAs traffic built up the rider started taking narrow internal lanes instead of following the route shown on the app He also began riding recklessly The lanes were poorly lit and he refused to slow down leaving me feeling unsafeI called a friend and kept narrating what was happening I asked the rider to follow the route I suggested and warned him that I would approach the police if he refused I also photographed him and the vehiclersquos number plateHowever as soon as the ride ended the riderrsquos details disappeared from my app I did not file a complaint and let the matter go Ritika Gondhalekar