Vehicle mismatch on app-based cab bookings raises safety concerns in Delhi

And then comes the familiar exchange at the pickup point wherein he asks the driver whether he has reached the pickup point to which the rider replied “yes”.

On being asked on the mismatch of the number plate, the rider replied that the bike had gone to service station.

For the next few seconds, he checked the number plates, matching helmets, looking at the rider’s face, and wondering whether he is getting on the right bike.

Yes, the OTP eventually confirms that the ride is genuine. But that initial mismatch creates confusion, hesitation and a moment of discomfort for customers. It also puts captains in the awkward position of having to explain the situation repeatedly.

This is not a lone incident, such mismatches happens with a lot of other passengers.

Finding that the vehicle arriving for your ride has a registration number different from the one displayed in your taxi booking app is a serious safety concern and should never be ignored, said a senior police official.

Passengers should first verify the vehicle registration number, driver’s name and photograph shown in the app before getting into the cab. If the vehicle details do not match, avoid boarding the taxi, even if the driver claims it is a replacement vehicle or cites operational issues, he added.

Users should immediately contact the ride-hailing platform through its in-app support feature and report the mismatch. They should also cancel the trip if they are not satisfied with the explanation provided by the company. Sharing ride details with a trusted family member or friend and using the app’s emergency or safety features, where available, can provide an additional layer of security, the cop mentioned.

If the driver attempts to pressure or intimidate the passenger into taking the ride, or if there is any suspicion of fraudulent activity, the incident should be reported to the police.

As per cab service provider’s safety instructions, if the bike number or rider face mismatch occurs, refuse to board the vehicle and do not share your OTP. Cancel the ride immediately in the app and select the "Vehicle Mismatch" or "Unsafe" reason to report discrepancies.

However, from the driver’s point of view, the mismatch happens mostly because they operate on multiple ride-hailing platforms and such mismatches are often a result of juggling accounts across different apps.

Suresh (name changed), an auto-rickshaw driver, who accepts bookings through several aggregators, said drivers frequently switch between platforms depending on demand. “We work with multiple apps, so there are times when the vehicle details shown to the customer may not match the one we’re using. It usually happens because we’re moving between different accounts,” he said.

Meanwhile, Karthik, who operates a bike taxi, said shared vehicles are another common reason. “Many riders use vehicles owned by friends or family members. For example, the account may be registered in my brother’s name, but I’m the one riding that day. In such cases, customers may see a different name or vehicle information than what they expect,” he said.