It seems like there is no end to the ordeals faced by customers using app-based cab services from the Bengaluru International Airport. In the latest incident, a family of three including a three-year-old child were left stranded on a deserted road near the airport on April 27 night. This because they refused to cancel the ride on the app, and pay the driver upfront instead.

The issue came to light on Monday after Neha Sehgal Bhatia shared her unpleasant experience on Facebook along with videos and photographs. A video posted by her shows the driver Kiran taking out their luggage and keeping it in middle of the road.

While they tried to book another Uber in the absence of other alternative options, it was not possible. Cabs booked on the Uber platform from the airport can only start after PIN sent to the rider is shared with the driver from the designated pick up point.

Besides the cab driver deserting them, she alleged that Uber did not help, instead citing, “they have exhausted all resources”. The cab aggregator advised Neha to call the police.

She wrote, “The driver, as soon as we left from the pickup point, insisted that we cancel the trip, and give him cash. Looks like, he wanted to avoid the commission paid to Uber. We did not want to do that, lose the tracking and other so-called safety features provided by Uber (In hindsight, now, it looks like it's all only on books, and Uber is as unsafe as any other direct booking of cabs)....Since we were near the airport, we asked him to drop us so we can get another cab, but he was not ready to do that either.”

“Then, he switched off the AC, and locked the windows and doors. We felt really unsafe with our 3-year-old son, so immediately dialled the SOS number, the police helpline worked, and we were also able to call a couple of security guards to get us dropped near the airport premise,” she added.

Following the incident, Neha alleges that Uber did not reach out besides sending out an autogenerated email.

Reacting to the incident, an Uber spokesperson said, “We regret the inconvenience caused to the rider. This form of misconduct by a driver partner violates our community guidelines. We are investigating this matter and will take necessary actions, as needed. Safety is paramount to Uber and we are deeply committed to it.”