Uber Ordered to Pay ₹54,000 to Delhi Resident for Missed Flight Due to Cab Delay

Uber has been ordered to pay ₹54,000 to a Delhi resident for failing to provide a cab on time, causing him to miss a flight. The State Consumer Commission upheld the decision, citing Uber’s deficiency in service and lack of response to complaints, underscoring the importance of reliable customer service.

The Delhi State Consumer Disputes Redressal Commission has upheld a district commission's decision, directing Uber to compensate Upendra Singh ₹54,000 for failing to provide timely cab service. The amount includes ₹24,100 for financial loss and ₹30,000 for mental distress and legal costs.

The incident dates back to November 2022, when Singh booked an Uber at 3:15 am to reach Delhi airport for an Indore-bound flight. Despite repeated calls, no cab arrived, forcing Singh and his wife to hire a local taxi. They reached the airport at 5:15 am, only to miss their flight. With pre-booked return tickets, their trip to Indore was cut short to less than 12 hours with family.

Despite Singh's complaints and a legal notice sent in November 2021, Uber did not respond. Frustrated, Singh approached the Delhi District Commission, which ruled in his favor in October 2023. Uber’s appeal to the State Commission was dismissed on November 11, 2024, for lack of evidence and failure to provide adequate justification for its service lapse.

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The State Commission emphasized that as a service provider, Uber is obligated to ensure timely and reliable service. Its inability to fulfill this responsibility, causing significant inconvenience and distress, constituted a "clear deficiency in service." The ruling serves as a reminder for service providers to uphold their commitments to customers or face legal consequences.