4 min read
Yango, a ride-hailing platform marketed as a convenient and low-cost alternative to more established services, is now under growing scrutiny after a wave of alarming complaints from users. Reports collected from various cities and online forums suggest a troubling pattern of misconduct, lack of regulation, and failures in basic customer protection mechanisms.
A number of riders have shared experiences involving unexpected fare increases, unverified drivers, and situations that raise serious questions about data security and rider safety.
One of the most frequently reported issues involves fare manipulation. Passengers describe booking a ride at a clearly stated price, only to see the cost increase during the journey. In many of these cases, drivers allegedly offered vague explanations or claimed the app had applied “system errors” or hidden surcharges.
Speaking to TechJuice, one rider recalled, “I booked a ride for Rs. 733. Midway, the driver told me the actual fare is Rs. 1,485 due to a ‘33km reroute’—even though the app clearly showed a 21km trip. He threatened to escalate if I didn’t pay, and Yango had no live support to help.”
Some even claimed to have submitted complaints on the rider’s behalf as a cover for the extra charges, when in reality, there was no verifiable process in place. Riders report feeling pressured into paying additional cash outside the app, often out of confusion or fear of confrontation.
A far more concerning trend involves discrepancies between the driver’s profile shown in the app and the person who actually arrives to collect the passenger. The transported vehicle aligns with the registered booking information, yet the operating driver remains unidentified. The public raises serious questions about unauthorized access of booking information since it includes rider names and pickup and drop-off destinations.
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Another user posted on social media, “His name on the app was Israr, but during the call he used the name Azhar,” shared a user from Rawalpindi. “It was the same car, but clearly not the same person. How did he get access to my ride details if he wasn’t the assigned driver?”
Riders have experienced situations where they booked with a driver, yet completely different individuals drove a distinct vehicle to their pickup point. The unauthorized driver displays complete access control over ride data. This not only violates the platform’s security standards but also raises urgent questions about how such sensitive data is being accessed and potentially misused.
Many affected riders, especially women, have also reported experiences involving intimidation, verbal abuse, and manipulative behavior when questioning a fare or confronting the driver about inconsistencies. Some have felt unsafe during these interactions and ultimately paid inflated amounts simply to avoid conflict. “I was with my kids. The driver said the fare jumped to Rs. 2,320. I panicked, and he pressured me to pay by claiming support would refund me. They didn’t,” said a mother from Lahore.
Compounding the issue is the ineffectiveness of Yango’s in-app customer support and safety response system. While the app does include an emergency button and a help section, numerous users report that these features are largely unresponsive or ineffective in real-time situations. The so-called “emergency” option often leads to automated prompts or delayed email-based responses, with no access to live chat or direct phone support. In scenarios involving fraud, intimidation, or safety threats, this delay has left passengers feeling stranded and vulnerable.
Numerous technical and usability problems within the application system create additional hassles for riders during their commute. Some major technical issues users encounter while using the app involve GPS accuracy problems, unexplained fare shifts, a missing “ride complete” indicator and early trip rating requests during active journeys. Difficulties in obtaining detailed ride histories or viewing fare breakdowns from riders stem from problems when disputing charges or reporting wrongdoings.
Multiple cases demonstrate that the platform’s design flaws, along with insufficient oversight, create widespread fundamental issues with the platform. For now, passengers are advised to remain cautious and to report any suspicious incidents through all available channels.
