Incomplete Trip, Full Payment: Ola Cabs Ordered to Pay ₹10,000 Compensation to Passenger

The Delhi District Consumer Disputes Redressal Commission (DDCDRC) has held Ola Cabs guilty of “deficiency in service” for shutting down a passenger’s ride without resolving her complaint. The commission directed the app-based cab service to pay ₹10,000 to the passenger for the mental distress caused.

The Case
According to the commission’s order, the complainant, Sheetal Rana of Geeta Colony, booked a round trip with Ola on 13 March 2023, traveling from Delhi to Vrindavan and back, paying ₹4,797. However, the trip was abruptly stopped in Vrindavan, leaving her and her family stranded.

With no alternative, she booked another cab from Vrindavan to Kidwai Nagar, Delhi, for ₹1,767. The forum, headed by President Monica A Srivastava and Member Kiran Kaushal, observed that Ola had failed to address her complaint and had marked it “resolved” without action, demonstrating a serious deficiency in service.

Consumer Commission Verdict
The commission concluded that Ola’s negligence caused mental stress to the passenger and ordered the company to pay ₹10,000 within three months from the date of the order.