New Delhi: The Delhi State Consumer Disputes Redressal Commission upheld a district commission ruling ordering Uber to compensate a complainant, Upendra Singh, for failing to provide a cab on time and not addressing the issue effectively. The commission ruled this as a “clear deficiency in service.”
The Incident
In November 2022, Singh booked an Uber cab at 3:15 am to catch a flight to Indore. However, the cab never arrived, and the company failed to respond to his repeated calls. Singh and his wife eventually hired a local taxi but reached the Delhi airport at 5:15 am, too late to board their flight.
The couple’s pre-booked return tickets to Delhi added to their frustration, allowing them less than 12 hours with their family in Indore. Singh later pursued the matter with Uber through calls and a legal notice on November 23, 2022, but received no response.
Legal Action and Compensation
Frustrated, Singh filed a complaint with the Delhi District Consumer Commission, which, in October 2023, directed Uber to pay:
•₹24,100 as compensation for the inconvenience and costs incurred.
•₹30,000 as penalties for mental distress and legal costs.
Uber neither responded to the complaint nor provided evidence in its defense.
The State Consumer Commission upheld the district commission’s decision. The bench emphasized that as a service provider, Uber is obligated to ensure timely and reliable services. Its failure to meet this responsibility caused significant inconvenience and harm to the complainant.
The judgment serves as a reminder for service aggregators to prioritize accountability and customer satisfaction.
