Denial of Service at last moment without proper communication
Complain ID : CCN024985 37
Taxi Complaint
Complaint Date: December 19, 2016
- State : Uttar Pradesh
- City : Lucknow
- Address: 174 Chandralok Colony, Aliganj, Lucknow - 226024
This is reference to CRN 489333466 booked by my parents to Lucknow Airport on 13th December at 4:35 am. They got the cab confirmation messages (both at the time of booking as well as 1 hour before the scheduled time).
My parents waited till 4:25 am and did not get any call from the OLA. When they themselves called OLA customer care they were told that there are no cabs available and OLA cannot provide the service.
My parents are senior citizens and diabetics. They were shocked and frustrated with the last moment cancellation by OLA. OLA was even not courteous about informing my parents of the cancellation.
OLA's lack of service caused my parents a lot of hassle at early morning hours. Their health deteriorated which your apologies will not make good. It was a clear case of misleading / cheating the customer by accepting the booking in advance and then refusing to deliver the service. Also, it is very unprofessional to not even communicate to the customer about the refusal.
This is my 2nd similar experience with Ola in 3 months and which cost me 1000 rupees for arranging an immediate travel and immense pain encountered by my parents.
I am not at all satisfied with the lame excuse provided by the OLA customer care. OLA claim to be number 1 cab providers in India for its customer service, and still provide such pathetic customer experience. More than the last minute cancellation, the pain point is that OLA did not even had the courtesy to inform the passengers about the cancellation until the passengers themselves called back.
We, seriously, don't care what their policies are - the bottom line is that my diabetic parents were left stranded at early chilling morning without any communication. A mere Sorry and stating policies would not help.
The customer care is not able to handle and provide me the satisfactory response, kindly escalate it to the next level.
My parents waited till 4:25 am and did not get any call from the OLA. When they themselves called OLA customer care they were told that there are no cabs available and OLA cannot provide the service.
My parents are senior citizens and diabetics. They were shocked and frustrated with the last moment cancellation by OLA. OLA was even not courteous about informing my parents of the cancellation.
OLA's lack of service caused my parents a lot of hassle at early morning hours. Their health deteriorated which your apologies will not make good. It was a clear case of misleading / cheating the customer by accepting the booking in advance and then refusing to deliver the service. Also, it is very unprofessional to not even communicate to the customer about the refusal.
This is my 2nd similar experience with Ola in 3 months and which cost me 1000 rupees for arranging an immediate travel and immense pain encountered by my parents.
I am not at all satisfied with the lame excuse provided by the OLA customer care. OLA claim to be number 1 cab providers in India for its customer service, and still provide such pathetic customer experience. More than the last minute cancellation, the pain point is that OLA did not even had the courtesy to inform the passengers about the cancellation until the passengers themselves called back.
We, seriously, don't care what their policies are - the bottom line is that my diabetic parents were left stranded at early chilling morning without any communication. A mere Sorry and stating policies would not help.
The customer care is not able to handle and provide me the satisfactory response, kindly escalate it to the next level.
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