Businesses can avoid failure by understanding customer needs better.
Rapido (a ride hailing service in India) has set up a kiosk at Mumbai’s CSMT International Airport, along with a dedicated pick-up zone. While this initiative aims to attract passengers, poor execution is causing frustration and eroding customer trust.
Most international travellers arrive with large luggage bags. Many of them opt for a sedan ride on the Rapido app, assuming it might offer a better experience than established services like Uber or Ola. However, upon reaching their assigned cab, they often face multiple issues.
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Mismatch in Cab Details – The vehicle number displayed on the app does not match the actual cab. Drivers provide vague excuses, raising doubts about safety and reliability.
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Limited Boot Space – Despite booking a sedan, passengers often find the vehicle running on CNG, with most of its trunk space occupied by the gas cylinder. This forces them to “adjust” their luggage inside the cabin.
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Difficult Cancellations – When passengers realize they can’t fit their bags and request a cancellation, drivers often behave rudely and insist they cancel the ride themselves. The app’s cancellation process is unnecessarily complex, adding to customer frustration.
For many, this frustrating experience is their first interaction with Rapido—and first impressions matter. A poorly managed first ride can permanently damage trust and discourage future bookings.
These issues could have been easily avoided with better planning and execution. Rapido should have anticipated customer needs, particularly for airport pickups, and ensured that sedans had sufficient luggage space. A stricter verification process for assigned vehicles could have prevented cab mismatches. Additionally, simplifying the cancellation process would demonstrate customer-centric thinking.
By being more proactive in understanding and addressing customer pain points, Rapido can prevent dissatisfaction and position itself for long-term success.