59% users say unfair practices persist despite govt warnings to app taxi platforms: Survey

Over 59% of app-based taxi users believe unfair trade practices and service deficiencies by aggregators continue unabated, despite multiple government warnings over the past two years, according to a nationwide survey by LocalCircles. The findings come just as the Ministry of Road Transport permits app aggregators to increase surge pricing, up to double the base fare during peak hours.

The survey, based on over 75,000 responses from users across 325 districts, found that ride cancellations, surge pricing, and long wait times remain the top pain points. Half of all users said they had rides cancelled by drivers in the past year.

A significant 74% reported that drivers cancelled after learning the payment mode was digital or the destination was inconvenient, although this marks a marginal improvement from 84% in 2023.

Ride cancellations rose from 75% in 2023 to 82% in 2025, while complaints about cancellation charges nearly doubled from 23% to 45%. The percentage of users experiencing long wait times increased to 53% from 48%, suggesting further strain on service quality.

Meanwhile, 62% of users reported experiencing surge pricing, a figure unchanged over the last two years.

Only 18% of users acknowledged any improvement in service practices since the government’s notices to platforms like Uber and Ola in May 2022.

As dissatisfaction persists, 82% of respondents said the government should implement uniform standards for app-based shared mobility services. This sentiment has remained constant since 2023.