The decision of a district commission to make Uber pay a customer who complained about the company’s tardiness and inaction after a “deficiency in service” was unresolved by the company, was affirmed by the Delhi State Consumer Disputes Redressal Commission.

The incident reportedly took place in November 2022 when a resident of Delhi named Upendra Singh (the complainant) booked a cab at 3:25 a.m. to reach Delhi airport. However, even after numerous attempts to contact the cab, the cab did not come to pick them up, which resulted in him booking a local taxi, and he and his wife arriving at the airport only by 5:15 AM, causing them to miss their flight to Indore. 
 
Because of this inconvenience, Mr. Singh and his wife were only able to spend 12 hours with their family, as they have a pre-booked return ticket to Delhi. Mr. Singh tried to contact Uber about the situation, but he left with no response from their side. This led him to send a legal notice to Uber on November 23, 2022. However, the complainant still didn’t get any response from the company. Which ended up with him filing a complaint with the Delhi State Consumer Disputes Redressal Commission. The state commission, on the other hand, upheld the earlier decision, pointing out that Uber neither gave a good reason for its mistake nor produced proof to support it.
 
Uber, the appellant, is responsible for ensuring that services are delivered without excessive delay or annoyance as a service provider that facilitates the transportation process. The report cited the bench’s November 11 judgment, which stated that the appellant must be held liable for the injury caused to the complainant as a result of its “clear deficiency in service.”
 
The Court has ordered Uber to compensate Singh ₹24,100 for the cost of replacement tickets and an additional ₹30,000 for mental distress and legal costs.
Interestingly, Uber has not yet made any public remarks regarding the ruling.