Ride-hailing platform Rapido is facing sharp criticism from commuters after introducing a new charge that penalises passengers for delays caused by traffic, a factor entirely out of their control, reported The Hindu. The move has sparked a wave of complaints from users in Bengaluru, with many calling it “unfair” and “exploitative.”
According to users, the app now imposes a charge of Rs 0.50 per minute for traffic-related delays that exceed 10 minutes during a ride, with a cap of Rs 30. Rapido informs riders mid-journey through a prompt stating that “heavy traffic means extra time on the road for your captain.” The first 10 minutes of delay are not billed, but beyond that, passengers must bear the cost of traffic congestion.
“I don’t mind drivers being compensated fairly,” Pavithra Rao, a resident of Hebbal who was charged extra during a trip from Shanthinagara to Palace Guttahalli, told The Hindu. “But charging customers for something they can’t control is unreasonable. I had already tipped Rs 40 since it was peak hour. This feels like extortion.”
Sanjay Kumar, a regular user from Indiranagar, shared a similar experience. “This is the third day in a row I’ve been charged more than the estimated fare, Rs 26 extra just yesterday. When I asked customer care, they blamed it on time spent, not distance. Is this a scam or a glitch? Either way, it’s misleading,” he said.
Scrutiny over tipping, now overcharging
The timing of this new charge is particularly significant. On May 21, Union Consumer Affairs Minister Pralhad Joshi directed the Central Consumer Protection Authority (CCPA) to issue a notice to Uber over its practice of soliciting tips in advance, at the time of booking, rather than post-ride. Ola and Rapido were also reportedly under similar review.
In response, the platforms adjusted their language from “Add a tip” to “Add more (voluntary) to find a ride,” though users say the experience remains largely the same. Now, with the new traffic-delay charge, critics argue that ride-hailing firms are simply shifting tactics.
“This is a clear example of platforms monetising unavoidable delays and eroding consumer trust,” said a Bengaluru-based urban mobility researcher. “When pricing mechanisms become too opaque or punitive, regulators must step in to ensure fairness.” As of now, Rapido has not issued an official response to the growing complaints. The CCPA is expected to review the matter further as part of its ongoing oversight of ride-hailing platforms.