[Venkatesh]

Ola cabs new premium service : Prime Plus

[gopalnt]

Best drivers, no cancellations - aren't these basics for a cab provider like Ola? Why charge premium for these basic necessities?

[Mustang Sammy]

Originally Posted by Venkatesh

Ola cabs new premium service : Prime Plus

Attachment 2456132

Attachment 2456133

Nice business model: Set expectations so low that what should be considered a normal service level is now offered at a premium.

Side note: of course Bhavish Agarwal will be treated the same as any Ola customer, so his experience will be typical of others </sarc>

[Fuldagap]

Uber India pivoted to SaaS model.
Ramifications in customers service will be quite interesting to see.
Source

Frequently Asked Questions (FAQ):
1. What is changing in the new “Auto” model?

• Uber is making a major shift with its new Auto model, moving towards a SaaS (Software-as-a-Service) approach. Here’s what’s different:

• Uber will connect you with nearby drivers, but the service itself is independent of Uber
• No digital payments – riders must pay the driver directly in cash or via UPI
• Uber credits and promotions cannot be used for auto trips. Ensure Uber credits are turned off before booking
• No trip level commission is charged to drivers-Uber only provides the platform.
• Uber does not levy any cancellation charges
• Uber suggests a fare, but the final amount is decided by the driver and you
• We’re not involved in fare related disputes between riders and drivers but we’re here for safety concerns
• Drivers operate independently and Uber’s role is limited to connecting riders with drivers

2. How do I pay for my auto ride?

• You will need to pay the driver directly in cash or via UPI (using the driver’s UPI ID). Digital payment methods like credit/debit cards/ integrated UPI payments through Uber app or Uber credits cannot be used. This ensures that 100% of your payments for the trip go directly to the Driver.

3. I’m unable to book an Auto Trip because I’m getting an error message

• If you’re encountering an error while trying to book an auto trip, please try the following steps:
• Select cash as your payment method
• On the same screen turn off “Uber balances”
• You can directly pay via cash/driver UPI at the end of your trip

4. Can I redeem Uber credits for my auto trip?

Uber credits and promotions are not applicable for auto trips. Please disable Uber credits before booking. This ensures that 100% of your payments for the trip go directly and instantly to the Driver.

5. Does Uber charge me or the driver a commission on the auto trip?

• No, Uber will not charge any commission on your auto trip. Whatever fare you pay goes entirely to the driver.

6. What happens if there’s a dispute with the driver (e.g., fare disagreement)?

• Uber only suggests a fare, but the final amount is up to you and the driver to agree on. Any disagreements will need to be resolved directly with them, you are also free to choose another ride with no cancellation charges. Since drivers understand local conditions best, we recommend discussing any concerns directly with them.

7. What should I do if I face any safety issues during the ride?

• Your safety is our top priority. If you experience any concerns during the ride, please report them immediately through the Uber app, and our team will review the incident promptly.

8. Does Uber offer any credits or refunds for disputes or issues with the ride?

• No, since Uber only suggests a fare, we cannot offer refunds or credits for auto trips. If there’s a fare dispute, we encourage you to resolve it with the driver.

9. Is there a tax or GST applied to my auto trip?

• No GST will be collected from you or the drivers for auto trips. Therefore, the fare you pay does not include any taxes.

10. Can I get a tax invoice for my trip (for reimbursements or U4B)?

• Uber does not provide tax invoices for auto trips. However, you can use the receipt for the suggested fare from Uber for reimbursement if needed.

[DigitalOne]

Originally Posted by Fuldagap

Uber India pivoted to SaaS model.
Ramifications in customers service will be quite interesting to see.

Uber is very late to the subscription model. Since "Namma Yatri" and Rapido introduced this a couple of years back, I have never used Uber Auto. Cancellations are less, and fares are reasonable - A 7 km auto ride is typically around 120-140.

[orapple]

Originally Posted by GTO

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Image Source

I work from home. Up until 2022, if I had to step out during the day, Uber & Ola were my default commuting tools, despite having multiple cars of my own down the house. Reason = I can work during the commute, and most official work was always in areas with impossible parking.

However, since the last 2 - 3 years, I have observed that:

1. The quality of cabs has significantly deteriorated. Half the cars I get now are junk, rattly, smelly and toward the end of their life. 40% of cabs are just about okay, and only 10% are in good condition. In a lot of Ubers & Olas, the AC is no longer powerful enough (presumably due to poor maintenance).

2. The quality of customer service from drivers has significantly deteriorated. This is especially the case with Uber, which has suffered such driver shortages that the pendulum of power has swung from customers -> drivers. Neither Uber nor drivers care about ratings anymore. Drivers now call asking about the location (New trend of Uber drivers | "Where do you want to go?"), payment method etc. and cancel frequently.

3. Availability of cabs, waiting times & trip cancellations have become perennial problems with both the app providers.

4. Despite the above, in my experience, Ola has emerged as the superior provider. Earlier, I used to fire up Uber exclusively, but now, I find Ola Cabs to provide the better experience.

Considering the above, here is how my Uber / Ola usage pattern has changed since 2020:

My usage of these cabs has drastically dropped. Now, in order of priority:

- I call for a driver from DriveU, had taken their Black membership for priority service. Only in the rough & tough Thar though, not the soft & delicate Bimmer.

- I drive myself if there is parking available.

- Uber & Ola are now the last resort.

- Earlier, in late nights for a dinner or party, I'd call for an Uber / Ola. Now, I only call for a temporary driver to drive my car on the way back from the restaurant. The entire party mood goes away while commuting in a smelly, worn out cab.

I have moved from being a customer multiple times a month, to opening up the app perhaps once or twice a month now.

What about you?

I too mostly depend on cabs when I have to head somewhere with tricky or limited parking.

Initially, like many, I used Uber and Ola. But by 2022, I had completely shifted to BluSmart. The main reasons for the switch were:
1. Driver experience — Far too often, drivers on Uber and Ola were rude or indifferent.
2. Cab quality — The cabs (especially WagonRs and Dzires) were in poor shape — dead shock absorbers, barely functioning ACs, which is a nightmare in the Gurgaon heat.
3. Reliability — Last-minute cancellations were a regular headache and made reaching on time a gamble.

Interestingly, my shift to BluSmart wasn’t because it was an EV service — it was purely because they solved these three pain points.

However, over time, even BluSmart started facing issues. Their Tata Tigors aged, the shockers became ineffective, and the ride quality suffered. I even used to opt for their premium MG options and paid extra for better ride comfort, especially for full-day rentals.

Now that BluSmart has shut operations in the city, I had to look for alternatives.

Recently, I tried Uber Black, and here is my experience so far:
1. Driver experience — A well-dressed driver in a white uniform showed up, very professional and respectful throughout the ride.
2. Cab experience — Got a Toyota Hyryder. The cab was clean, well-maintained, and even had a bottle of water waiting for the rider.
3. Reliability — No unnecessary questions about the destination, smooth pickup, and similar feedback from a few friends who’ve also tried it.

Curious, I asked the driver about this. He mentioned that these Uber Black cabs are part of professionally managed fleets that Uber has tied up with. Along with Hyryders, they are also adding Ciaz and XL6 models to the fleet. (Personally, I’m not a big fan of the Ciaz for ride comfort, but the XL6 with captain seats sounds promising.)

Overall, quite a refreshing experience after a long time!

[Utopian]

My views are inline with what you have said orapple, at least for now. I took a Black last month for an airport drop and everything was perfect. Be it the driver mannerisms or the very fresh, Toyota Urban Cruiser. I took the ride on a weekend morning and even the fare was only 10% above the go. Totally made my day (ride, rather).

With BluSmart out of the way, this is a right time for an Ola/Uber to make these differentiated/premium offerings bigger.

[xorrmancer]

Well, if you are looking for premium service, try Shoffr. It operates only pick-up and drop to/from airport and services all of NCR.
I regularly use Shoffr when traveling to Bangalore and it was just premium. Most of their cars are BYD E6 . Drivers are well dressed, help with your airport luggage and have water/newspapers in the car. Car is nice smelling, has great ride quality and spacious. For a family of 4 travelling with luggage, the size of E6 suits perfectly. It launched in Delhi couple of months back but it's the same experience. Well, it may sound like promotion but I love their service and specially price point, so had to pitch in.

[vigsom]

Originally Posted by orapple

1. Driver experience — A well-dressed driver in white uniform, very professional and respectful throughout the ride.
2. Cab — Toyota Hyryder; clean, well-maintained, and even had a bottle of water waiting for the rider
3. Reliability — No unnecessary questions about the destination, smooth pickup

I rode Uber Black from Mumbai T2 to Mumbai Central couple of months back. My experience:

1. Got a Hyryder CNG - expected much more but eventually felt just a tad better than in a new WagonR
2. Nice ride via Worli Sealink and part of the elevated road, exiting just short of the Haji Ali traffic signal.
3. Polite and skilled driver, but it was his first drive in a Black, and he was a little anxious. He wasn't too familiar with Mumbai roads and at the Haji Ali signal, he turned the hairpin left instead of the regular left to Tardeo.
4. Dropped me off before time.

I'd have wanted to rate him 4 but didn't want to spoil his first rating so gave him a five. Paid INR 1216 which was super steep. Wished I'd ridden a ZS EV instead. Hyryder was just not worth it. For comparison, Tigor EV rides for the same sector was priced at INR973 and Uber Go at INR 860.

[comfortablynumb]

I have used Grel EV cabs 10-12 times since Jan '25. Their USP is no cancellations (once cab is allocated) and no surge pricing. Experience so far has been quite good. Cabs are well maintained, arrive on time and majority of the drivers drive safely. They do cost a bit more than the hatch & sedan options by Ola/Uber, but I feel it's worth it on occasions when I can't afford a cancellation. On the flip side, since their fleet isn't very big, it can be difficult to get a cab on short notice. Also, last time I checked, they were doing trips only in Pune and for Pune - Mumbai airport runs.

https://www.grelcabs.com/

Disclaimer: I have no personal or professional affiliation with Grel cabs.