- This topic has 3 replies, 2 voices, and was last updated 1 year, 2 months ago by
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EContext: I’ve used Ola Money for both the bookings.
I booked an Ola cab from Point A to Point B. That was a fair drive and everything went smooth.
While returning from B to A, I entered the right address in the address bar and I got into a call when I lost the track of the road.
After a while I noticed that the cab was going some other way, let’s call it C.Almost near C I told the driver to stop as it was a wrong route and I of course panicked for a while.
A little later I realised that although I had put the right address in the address bar the map in driver’s app and mine showed a different location.
I called Ola safety and they confirmed to me that this was the case. So, they told me to re enter the address again in the address bar and upon doing so the app showed me the updated fare as well as the location in the map was updated.
I told the safety centre guy that I would definitely not pay for this ride as it has caused me panic and was Ola’s problem.
He told me I should talk to the customer support and they will waive it off for me.I reached my location safely post that and now comes the part where I have to pay my Ola Money dues.
I wrote to support that I would like to pay for my ride from Point A to Point B and would request for waiver of my ride from Point B to Point A through Point C as it was an issue with their app.
Ola denied the refund and instead said they would be refunding the access amount (updated fare) to my account.
Also, I wrote to them that while this issue gets resolved I’d like to pay for the ride from Point A to Point B as it is undisputed.
They’ve not only not sent me any link for payment of that ride but also charged me late fees for both rides with a promise to refund the access fare for the changed ride.
Am I right here or am I over reacting? If Ola doesn’t refund my money and send me a notice what are my chances against waiver of late fees as well as the ride that caused me panic for an issue with their app?
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NOla is agreeing to refund the excess fare (I believe you mean excess fare when you mention access fare) charged for the detour from B to A through C. This is a very fair resolution. It would be your responsibility to be aware of the route and correct it if there is any deviation. Being on a call is not an excuse.
There could be a bug in the app or you might have unknowingly entered wrong location(it happens very frequently, the pin just changes and we dont notice if in a hurry). You cannot demand compensation for the panic caused due to no fault of Ola.
You should have paid the amount while trying to resolve the excess fare. Now no choice but to pay late charges.
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EHi,
It’s my bad. I meant excess.
The address that I had put was correct. It also showed in the app as the same when I checked it but only the map showed a wrong location. This was also
confirmed by Ola’s safety guy who was on the call.
It is Ola’s problem.I agree I should have checked too.
So, you mean it’s fair for them to just refund me the excess amount?
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