Uber launches 24x7 helpline, mixed response from users

Kaveesha Kohli
Tribune News Service
Chandigarh, April 3

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Uber has introduced a 24x7 helpline — another safety and feedback feature. The service was launched on a pilot basis in Chandigarh on Wednesday.

The helpline, which enables users to speak with Uber’s safety team, will be an addition to the SOS button, which can be used to contact the police in case of emergencies. The helpline can be used in case of an altercation with the driver, route issues, rash or drowsy driving, or if the driver doesn’t match his profile in the app. The company plans to introduce it in other cities if the feature garners positive response in the UT.

“This feature can be used in case of emergencies that do not require law enforcement support,” said Nitish Bhushan, Head of Rides (North India) at Uber. He said the response from the helpline will be instant.

However, users have a mixed response to the feature so far. A Chandigarh-based professional, Aakriti Gupta, said she would never consider calling Uber. “I will obviously not call Uber. The driver belongs to Uber, so I will not risk my safety by complaining to the agency which may fire him,” she added.

Karuna Sehgal, who had once encountered a driver who did not match his profile, said: “It was in the middle of the night and I was alone. It was scary. I would have never stopped to call Uber to clarify the situation. I asked the driver to stop the car and tried to run away,” she said.

Another Uber-user believes that people do not take safety features on apps very seriously.

“This is a pretty good feature. But in real-time situations, a person will seldom consider using such as safety feature. The application interface also witnesses glitches sometime,” said Dr Nipun Nagpal, president, Medical Students Association of India.

Assurance that help is a call away

According to Kavya Sharma, a student at the PU, the feature will be an addition to the security system. “It will be of massive help. Drivers may act better if a dispute is settled down by the authority (Uber),” she added.

Uttkarsh Khosla, an MBA student, said the feature would make the citizens feel more secure while riding.