Barely 20 months ago when Uber cars hit Dhaka’s streets, many had the expectation that the ridesharing service would bring about a cultural change in the city where auto-rickshaw drivers have always been awful.
But now, to the utter dismay of commuters, Uber looks to have surrendered to Dhaka's bad traffic culture.
Urban experts think the Uber authorities should properly train and motivate the drivers registered with the company.
According to them, the ridesharing service must also ensure strong monitoring to bring about a cultural and behavioural change among the drivers and thus maintain the international standards of its service.
They also said the government should have strong monitoring and rules and regulations in place so that Uber and other on-demand ridesharing companies ensure safe and smooth services for commuters with better facilities.
Uber, the world's largest on-demand ridesharing company, launched its service in Dhaka on November, 22, 2016 promising to change the commuting experience in one of the world's largest metropolises.
Talking to UNB, a number of Uber riders voiced their dissatisfaction bringing various allegations against Uber drivers.
They alleged that many Uber drivers want to know the destination first, sometimes refuse to go to commuter’s desired destination, request commuters to cancel the trip after wasting a lot of time, demand extra money, misbehave with passengers and sometimes do not use the phone number which is registered with Uber.
"Most drivers use the apps of different ridesharing companies simultaneously, and they chose the trip which is favourable to them," Mostafa Kamal, a private company executive, told UNB.
Another Uber user Jahanagir Alam said some Uber vehicles are not enough fit for ridesharing which brea kdown halfway through and drivers sometimes refused to turn on the AC.
Even, transport expert Prof Shamsul Haque of Buet, who often uses Uber, said most drivers lack navigation knowledge which is a serious problem to rightly pick and drop commuters.
"Uber authorities should look into the matter and train their drivers properly to solve the problem", he said.
He thinks Uber drivers cannot misbehave with passengers as there are options to rank them and lodge complaints against them with the company.
Talking to UNB, another urban expert and former UGC Chairman Prof Nazrul Islam said Uber started its service with a positive impression, but it seems the company is losing its reputation due to some incorrigible attitudes of some drivers.
The traffic department and other government agencies should also properly enforce law and monitor the drivers of the ridesharing companies so that commuters can avail of quality service from them, he added.
Prof Sarwar Jahan of Buet's Urban and Regional Planning department said Uber in Bangladesh is completely dependent on professional drivers who are not well-mannered and educated which is contrary to the concept of the international ride-sharing company.
"The concept of Uber is to share ride with someone else going to the same direction to share the cost of the trip and thus save money. But, in our country it's a means of business. Car owners here usually don't share ride when they drive themselves. They appoint drivers to do the job. So, it's difficult to change the behaviour and nature of drivers and ensure international standard service by Uber," he said.
On contact via email, an Uber spokesman without giving away name said they are committed to offering riders a hassle-free transportation option and the company has already witnessed double digit increase in the number of riders and driver partners benefitting from Uber.
"However, in case of isolated incidents like driver-induced cancellations, we would like to urge riders to use the app and report such behaviour in support options. This will help us look into the matter and take appropriate action," the official said.