17 October,2026 07:00 AM IST | Mumbai | Ritika Gondhalekar
Illustrations/Uday Mohite
A Sunday ride home from church turned into an ordeal for a Bandra woman and her 12-year-old son, who allege a Rapido driver abused them, forced them out of his auto twice and abandoned them on a secluded road. When the boy dialled the emergency helpline 112, they say, no immediate help arrived; a callback came four hours later.
The woman questioned the delay in the callback and said the experience had left her concerned about the safety of passengers using app-based transport. "The 112 line just kept directing us to keep dialling one digit or the other, and that recorded tape was of no use at all," she said.
The woman said Rapido suspended the driver about two hours after she lodged a complaint with the company and informed it of her intention to approach the police. "What's the use? These auto drivers are affiliated with multiple platforms. Only Rapido has suspended him. He is still freely doing business through other platforms," she alleged. She also questioned the emphasis on auto drivers learning Marathi, arguing that passenger safety, particularly that of women, should receive greater attention.
"Once a distress call is received, the incident details are assessed, and the appropriate police unit is alerted. We are checking the call records in this case to establish what happened, why there was a delay in assistance and why the callback was made after four hours," an official said.
Inputs from Aishwarya Iyer
1. A 500-metre detour sparks a row
Returning from Sunday Mass in Bandra, the woman and her 12-year-old son book a Rapido auto to Kalina. Near Santacruz East junction, the woman asks the driver to take a right turn to avoid traffic on the road towards Vakola. The driver allegedly loses his temper over the additional 500 metres and starts abusing her.
2. Forced out, then told to get back in
The driver allegedly stops near Santacruz Metro station and forces the woman and her son out of the auto. As a passerby tries to intervene, the woman flags down a traffic patrol van and explains what happened. According to her, the police direct the driver to resume the ride and drop them at their destination.
3. The ride takes a frightening turn
After the woman and her son get back into the auto, the driver allegedly resumes abusing her and threatens to see how she would manage to book another Rapido. He then takes a left turn towards a secluded road leading to Hyatt Hotel. Feeling unsafe, she tells her son to dial the emergency helpline 112 while she confronts the driver.
4.Abandoned after calling for help
On realising that the boy has dialled 112, the driver allegedly stops the auto and orders them to get out in the middle of the road before fleeing. The woman and her son are left stranded on the secluded stretch. She alleges that no immediate help arrived and that the 112 helpline called back only four hours later to ask whether the matter had been resolved.
Nilambari Chivte
"If a driver can abuse a woman and force her and her child out of the vehicle, it raises serious questions about how safe these services really are."
Abhilasha Malik
"These apps make it easy to book a ride, but when something goes wrong, passengers should not be left wondering who will take responsibility. Companies must have a system to intervene immediately."
Feroz Parekh
"What is the point of having emergency helplines if people in distress cannot get timely help?"
Nayana Fadnis
"Incidents like this make you question whether convenience is coming at the cost of safety."
Nilanjana Das
"There should be strict action against drivers who threaten or mistreat passengers, along with a proper grievance redressal system."
