Key Findings
The survey, conducted across 269 districts with over 33,000 respondents, found:
- Hidden Charges: 42% of users reported hidden charges (other than taxes) that were not disclosed upfront but added at the end of the transaction.
- Forced Action: 84% of users experienced situations where they were made to cancel rides because the platform or driver refused to provide the service they had signed up for.
- Bait & Switch: 78% of users reported that the waiting time shown before booking a ride was significantly less than the actual time it took for the driver to arrive.
Dark Patterns by Platform
The survey identified the following patterns among major ride-hailing platforms:
- Uber: Reported to use four dark patterns – forced action, interface interference, bait & switch, and drip pricing.
- Ola: Reported to use three dark patterns – forced action, bait & switch, and drip pricing.
- BluSmart, InDrive, and Rapido: Primarily reported for drip pricing.
Emerging Concerns: Price Manipulation*
The survey also highlighted concerns about price manipulation based on user information, such as device type (Android vs. iOS) or battery levels. Consumers have reported higher fares for identical rides displayed on iPhones compared to Android devices, and price surges when their phone battery is low. While this practice is not yet classified as a dark pattern under the 13 categories identified by the Government of India, LocalCircles has urged the Central Consumer Protection Authority (CCPA) to include it in the list.
Consumer Complaints and Real-Life Impact
Many users shared their experiences of sudden price surges, cancellations without clear reasons, and inflated waiting times after booking. These issues often leave consumers stranded, especially when they need to reach critical destinations like airports or railway stations.
For instance, 61% of respondents stated they frequently faced bait & switch tactics, where the app initially shows a short waiting time, only for the driver to take significantly longer to arrive. Similarly, forced cancellations due to drivers’ refusal to accept digital payments or reluctance to travel to specific locations have become a common frustration.
Government Action and Recommendations
The CCPA recently directed Ola to allow consumers to choose their preferred refund method, either directly to their bank account or via a coupon, during grievance redressal. However, the survey indicates that existing measures are insufficient to address the prevalence of dark patterns.
LocalCircles has urged the CCPA to enforce stricter regulations against the 13 identified dark patterns and consider adding “Price Manipulation based on User Information” to the list.
Survey Demographics
The survey included responses from 33,000 app-based taxi users across India. Of these, 61% were men, and 39% were women. Participants were distributed across Tier 1 (48%), Tier 2 (34%), and Tier 3, 4, and rural districts (18%).
Also read: Top tech trends of 2024: Cybercab, Bitcoin, AI-powered smartphones and more
