Pakistan’s most popular ride hailing service, Careem, has been over-charging its customers because of a glitch that the company identified recently.
Careem’s Head of Communication, Sibtain Naqvi, confirmed that they have discovered a glitch in the company’s mobile app that the customers use to book a ride, which has been miscalculating the amount of fare that becomes due on the customer at the end of every ride.
Mr. Naqvi explained that almost 0.5% of Careem trips are subjected to miscalculation because of poor internet coverage as the app becomes unable to access internet and the accurate location of the ride cannot be determined.
“During such scenarios, our algorithms are unable to define the distance traveled because they are unable to track the GPS in real time”, said Mr. Naqvi.
However, this may come as a surprise when the same app that seems to have been malfunctioning whilst calculating the ride fare on account of poor internet connection could successfully end the ride without much delay and send receipt to its customers as well.
The ride hailing company claims that it has remained extremely transparent when it comes to billing its customers.
“After every ride, our captains and customers receive a complete breakdown of their trip. This includes base fare, distance traveled and waiting charges”, said the company’s spokesperson.
“We have designed a system that identifies 90% of these (0.5%) miscalculated trips and readjusts their fares automatically. For the remaining 10%, we have always refunded those fares manually as soon as the customer raises the issue with us”, added the Careem official.
In times when Careem is making swift progress in the country’s ride hailing industry, claims like these can can adversely impact the market share and fracture the brand image of the company.
We advise our readers to stay alert when you receive the bill from Careem and contact the company’s helpline immediately if you feel that that there’s any fare miscalculation.