To explain the issue once again, a small act of negligence has deeply affected our family physically, mentally, and financially.
We booked a Rapido cab for my wife, to reach her office. Due to the rash driving of the cab driver, the vehicle hit an auto-rickshaw, causing my wife to fall forward from the back seat and sustain a chest injury. She had severe breathing difficulty, and an ambulance had to rush her to Hospital, even there was a family and kid in that auto.
The accident occurred around 9:50 AM, and despite repeated attempts, there was no response from Rapido until 3 PM. None of the options in the Rapido app(SOS, emergency, or customer support) were working. Even the helpline number said that the number was not registered.
Later, I escalated the issue through Rapidos’ email addresses found online. Shortly after sending the email, the ride was suddenly cancelled in the app, and the app refreshed which felt extremely disappointing, especially when we were at the hospital dealing with an emergency.
Till Many days, there was no communication or concern shown regarding my wife’s health condition. On the second day of hospitalisation, local police visited the hospital and recorded our complaint against the driver and the incident.
During this process, we came to know that the driver already had pending challans for traffic violations(signal jumps) for over a year, which clearly indicates his unsafe driving history.
If Rapido had a system to verify and restrict drivers with pending challans, such incidents could have been prevented, saving families like ours from such distress.
We strongly request Rapido to:
Implement a policy disqualifying drivers with pending challans from taking rides.
Take strict action against the driver involved.
Provide justice to us and support to us for the negligence and the suffering caused.
Customer safety should be the first priority. We sincerely hope Rapido will take this matter seriously and take the necessary steps to ensure such incidents do not happen again.