67-Year-Old Cardiac Patient Abandoned by InDrive Driver in Delhi: Is Passenger Safety No Longer a Priority?

22 October 2024 , New Delhi

In a shocking and deeply troubling incident that occurred on September 25, 2024, a 67-year-old cardiac patient, along with her family members, was abandoned by an InDrive driver in Delhi. The incident, which took place following a medical consultation at AIIMS, has not only shaken the confidence of users in ride-hailing services but has also raised serious concerns about passenger safety, driver vetting, and accountability within the growing app-based transport industry.

The victim, a senior citizen suffering from ‘Mitral Valve Regurgitation’, was left stranded on the streets of Kidwai Nagar, an area unfamiliar and potentially unsafe, along with her daughter-in-law and sister-in-law. The family had hired a ride from AIIMS, New Delhi Gate No. 2, to Noida Sector 44. What should have been a routine ride home turned into a traumatic ordeal, exposing glaring vulnerabilities in the ride-hailing ecosystem.

The Incident: A Tale of Disregard and Exploitation

According to the passenger, the family had booked a ride with driver Manohar, who was operating a Hyundai i10 with the license plate UP16FT7648. After boarding, the driver demanded more than the pre-agreed fare, despite the fact that InDrive allows for fare negotiations before the ride starts. When the family refused to pay the inflated fare, the driver’s behavior took a dangerous and disrespectful turn.

Instead of continuing the ride, the driver abruptly stopped the car near Kidwai Nagar, an unfamiliar and potentially unsafe area, and forced the elderly patient, along with her family members, to deboard. The driver was not only rude but hurled verbal abuse at the passengers, further escalating an already distressing situation. Fearing further confrontation, the family eventually gave in, paying an extra ₹50, but the trauma of being abandoned in such a manner, particularly with an elderly heart patient, was already done.

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Is InDrive Failing Its Passengers?

This incident raises serious questions about the safety protocols and vetting processes of ride-hailing companies like InDrive. What are the measures in place to ensure that drivers are well-vetted, trained, and sensitive to the needs of vulnerable passengers such as women, children, and senior citizens? The fact that an elderly cardiac patient was abandoned with such blatant disregard for her health speaks to a systemic failure that needs immediate attention.

Despite the burgeoning popularity of ride-hailing services in urban India, incidents like this expose the cracks in the safety framework. Passenger safety should be the topmost priority for these companies, but repeated incidents suggest otherwise. Where is the accountability when passengers are left at the mercy of drivers who can exploit or abandon them at will?

The Broader Issue: A Pattern of Neglect

This is not an isolated case. There have been numerous reports of passengers being mistreated or abandoned by drivers across major cities in India. For instance, in 2023, a woman in Mumbai reported being forced out of an app-based cab late at night when the driver demanded extra money. In another high-profile case, a 56-year-old diabetic patient in Kolkata was left stranded after the driver refused to turn on the AC unless he was paid extra. These incidents highlight a disturbing trend where passengers are being left in vulnerable situations without recourse to immediate help or action from the ride-hailing platforms.

The Government’s Role: Is It Doing Enough?

This raises the crucial question of government oversight. Are there enough regulations in place to protect passengers using app-based transportation services? While guidelines for licensing and background checks exist, the enforcement and monitoring of these standards seem to be lacking. Should the government introduce stricter laws and penalties to hold both drivers and companies accountable for endangering passengers?

The Ministry of Road Transport and Highways and other relevant authorities must take immediate steps to regulate the ride-hailing sector. This could include imposing mandatory safety features such as panic buttons, real-time monitoring, and stricter penalties for drivers who abandon or exploit passengers. Additionally, it’s time to reevaluate how drivers are vetted, with more stringent checks on their criminal records, mental health, and customer service attitudes. The government must also create a public grievance redressal system to allow passengers to easily report incidents and seek justice.

Passenger Rights: Do We Have Enough Protections?

Indian consumers have embraced the convenience of ride-hailing apps like InDrive, Ola, and Uber. However, the protections in place for users of these services remain weak. There is little transparency about driver vetting, and passengers often face an uphill battle when attempting to report misconduct. The lack of responsiveness from companies in many of these cases further erodes public trust.

Ride-hailing platforms need to be held to the same standards as traditional taxi services. This includes implementing insurance policies for passengers, creating a clear pathway for legal recourse in cases of negligence, and offering more proactive customer service for vulnerable individuals.

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What Needs to Happen Next?

The passenger in this particular incident is demanding immediate action from InDrive. This includes:

1. Legal consequences for the driver who abandoned them.
2. A formal apology from InDrive and a commitment to investigate the matter thoroughly.
3. Compensation for the trauma and endangerment faced by the family.

In the absence of meaningful action, the passenger is ready to pursue legal and consumer protection routes, which would bring much-needed public attention to the gaps in the ride-hailing sector’s safety protocols.

Conclusion: A Wake-Up Call for Ride-Hailing Services

This incident is yet another wake-up call for the ride-hailing industry and the authorities responsible for regulating it. Companies like InDrive must immediately address the safety issues faced by their passengers, particularly vulnerable groups like senior citizens and women. The government must step in to ensure that these services are safe, reliable, and held to the highest standards of accountability.

It’s time for both the companies and the authorities to act decisively before another life is put at risk.