Uber has launched a new in-app video recording feature in 10 Indian cities, aiming to address disputes and conflicts between drivers and passengers. According to reports, the feature is designed to ensure safety, transparency, and accountability during rides.
Addressing Longstanding Challenges
Conflicts between cab drivers and passengers are frequently shared on social media. Companies like Uber and Ola have long struggled with complaints from both sides. While dashcams offer a solution, most drivers in India do not use them. To overcome this, Uber has introduced video recording within the app, which can help capture the truth in case of disagreements.
Cities Where the Feature is Live
Initially launched as a pilot project in May, the service is now active in Delhi, Mumbai, Bangalore, and seven other major cities. Reports suggest that this feature will be particularly useful when drivers face disputes with passengers, as the recordings will provide clear evidence of events during the trip.
Challenges Faced by Drivers
Many drivers often face issues related to passengers insisting on alternate routes or threatening to lodge complaints when their requests are not met. Such situations have previously led to tense confrontations.
Not Always the Passenger’s Fault
Incidents have also occurred where drivers were responsible for unsafe conditions. For example, a recent video showed a driver in an extremely tired and intoxicated state, forcing a family traveling in the cab to stop the ride midway for safety.
How In-App Video Recording Works
The new feature records the entire trip within the app. Passengers are notified when recording begins. The videos are double-encrypted and stored on the device, inaccessible to anyone, including Uber, unless required for dispute resolution. The recordings are automatically deleted within a week. This system is an upgrade to Uber’s earlier in-app audio recording service, which only captured conversations between drivers and passengers.
This step reflects Uber’s continued commitment to enhancing safety, accountability, and a fair experience for both drivers and passengers in India.
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