10 March,2026 07:34 AM IST | Mumbai | Ritika Gondhalekar
The car that arrived after Nandini Keluskar booked a cab from Shivaji Park, Dadar, to Sion railway station
Despite having one of the most extensive public transport networks in the country, Mumbai's daily commute has been increasingly dependent on app-based cab aggregators and bike taxis. However, several commuters have claimed that lax monitoring of such services is raising concerns about passenger safety and accountability. Many regular users of ride-hailing platforms say discrepancies between driver details on the app and those on the ground have become common and such irregularities are being ignored.
Experience: According to the app, a white Swift Dzire would pick me up on March 7. However, a white Alto came instead. Annoyed, I asked the driver for his name. He said it was Danish, but the name that appeared on my app was Rizwan Sayyed. Questioned, he said that was his "sheth's" name. I asked him if he at least had his licence, and he said again that it was with his "sheth". I made him call the latter, who then said that the driver's Aadhaar card mentioned his name as Rizwan Sayyed, and that he was, in fact, Danish. Later, the person driving the vehicle claimed his name was Arbaaz. Feeling unsafe, I made him halt the vehicle when I spotted a traffic cop. On investigation, it was revealed that the driver - whatever his actual name was - had just turned 18 and had just had a learning licence. What if something had gone wrong during that journey? The "sheth" was just fined '500 for letting a learner's licence-bearer drive his vehicle unsupervised by a licence holder.
Experience: The numbers mismatched, and when I tried making a complaint to one of the traffic cops at Andheri railway station after making the payment, I couldn't show him the ride details. When the cop asked how I paid the driver, I told him that the latter had requested me to make payment on his personal QR code. That's when the cop told me that if we do not make the payments via the app's QR code, the ride details do not appear in the âMy Rides' section of certain apps.
Experience: We booked an SUV with ample boot space for luggage. But, the car that came was a CNG hatchback, meaning it had a cylinder behind the rear seats. This apart, the number plate didn't match the number on the app. Asked about this, the driver claimed he had brought a friend's vehicle. We had to cancel the ride and bear the cancellation charges of '70. We had left earlier, considering that roads are never empty in the city, so we could manage. But what if someone had an emergency or was running late?
The state government has cancelled the provisional licences of bike-taxi operators after authorities found they were operating services without complying with required transport regulations in Mumbai and nearby areas. Transport Minister Pratap Sarnaik said strict action will be taken against firms violating norms. Officials cited safety concerns, as enforcement teams continue cracking down on illegal bike taxi operations across the Mumbai Metropolitan Region.
Why does the city still not have a proper policy for aggregator services?
It's been almost two months since we drafted the policy for aggregator services. We are awaiting a go-ahead on this draft proposal.
What should passengers do in such situations?
Report them immediately to the aggregator through feedback on its app. On the ground, immediately report to the nearest traffic police station or press the SOS button available inside all cabs. For bike-taxis, take photos and videos and inform the nearest traffic/regular police stations.
Considering that the vehicle is allowed to be registered in anyone's name and driven by anyone else, what should be the right way in case of aggregator services?
The contact details and name mentioned on the aggregator app must be of the one driving and picking up the passenger. The vehicle can be registered in anyone's name.
