Uber Sri Lanka Faces Scrutiny Over Safety, Service Failures Following Public Complaint
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A wave of criticism is building against Uber in Sri Lanka after a local woman publicly detailed a series of disturbing experiences with the ride-hailing delivery platform, including allegations of harassment and unresolved service issues. The complaints, initially shared on LinkedIn by Ishana Irfan, have ignited a broader conversation about safety protocols and customer care within the company’s Sri Lankan operations.
Ishana Irfan’s post quickly gained traction, prompting numerous users to share their own negative encounters with Uber’s services in the country. The core of the issue appears to be a systemic failure to address customer concerns and ensure rider safety.
allegations of Harassment and Inadequate Response
Irfan’s account centers on a harrowing incident involving a tuk driver allegedly using a strategically placed mirror to harass her during a recent ride. “I was harassed by a tuk driver who had a small mirror installed inside the vehicle, positioned directly at my upper body.Throughout the ride, he kept staring at my chest through that mirror. This was extremely uncomfortable and clearly intentional, specially when a tuk already has two side mirrors for driving,” she wrote.
irfan claims that Uber’s initial response to her complaint was automated and provided no meaningful support. This lack of personalized attention, she argues, exacerbated the distress caused by the incident.
Recurring issues with Service and Fees
Beyond the harassment claim, Irfan detailed two additional frustrating experiences. On November 19, she reported an Uber driver cancelled a ride while appearing to be just minutes away, yet she was still charged a cancellation fee. Despite receiving an automated message stating the fee was removed, she says she never received a refund or any further assistance.
A separate incident involving UberEats resulted in the delivery of an unrecognizable and inedible meal – “boiled fish and boiled egg sitting in clear yellow water” – instead of the curry she ordered. Her request for a refund for this order also went unresolved.
Widespread Customer Dissatisfaction
Irfan’s post resonated with many other Uber users in Sri Lanka, who quickly shared similar stories of poor service and unresponsive customer support. One user described a pattern of drivers accepting rides only to cancel them near popular locations like One Galle Face, seemingly using the platform for access rather than providing transportation. “We end up waiting 20-30 minutes while they use Uber only for access and refuse actual rides and when questioned they want to fight,” the user wrote.
Another commenter highlighted the difficulty in contacting anyone at Uber to address issues related to transportation, merchants, or delivery. “Just implementing an app and driving sales has been their focus. Even I faced similar problems, and wanted to raise complaints, all I could read was their FAQs. How did it help?”
Uber’s Response and Calls for Accountability
Following the surge in negative attention, Uber acknowledged the complaints and issued an apology.The company confirmed that the driver involved in the harassment incident had been removed from the platform and stated a team had contacted Irfan to address her feedback.
“Hi Ishana, we again apologise for these recent issues.Our team connected with you on the phone and took action as per your feedback. We can confirm the driver from your recent trip has been removed from the Uber platform. We’ve also added some Uber Cash to your account to make up for the cancellation charge,” Uber stated.
However, Irfan and others argue that these reactive measures are insufficient. “These are not isolated mistakes!! They reflect a serious lack of quality control, safety measures, and customer care,” she wrote.”Uber urgently needs to review its drivers and merchants,take complaints seriously,and stop relying on automated responses that lead nowhere. Customers deserve better. Women deserve to feel safe. And we all deserve accountability.”
The situation underscores the critical need for ride-hailing companies to prioritize rider safety and invest in robust customer support systems, especially in emerging markets like sri Lanka.
