The Changing Landscape of Ride-Hailing in Pakistan: A Call for Better Solutions
On a hot summer day in Karachi, Asad Iqbal experienced the frustration many commuters know all too well. After waiting for a ride that never came—thanks to a cancelled booking—his annoyance grew. Just a few miles away, Sara*, another ride-hailing user, faced her own issues, including an uncomfortable ride and an unresponsive customer service team. These stories highlight a crucial aspect of ride-hailing in Pakistan: while it initially offered a breath of fresh air in urban mobility, the system is now showing significant cracks.
When ride-hailing platforms first emerged in Pakistan, they represented hope. Commuters enjoyed the convenience of summoning a car with a few taps on their smartphones, while drivers found a reliable source of income. Women, who frequently felt restricted in their travel options, began using these services to move independently. However, as the novelty wore off, the problems became apparent.
The dismissal of attendees like Asad and Sara illustrates a larger systemic issue within the industry. Reports of cancelled rides, unresponsive customer service, and safety concerns are becoming increasingly common. As Careem prepares to end its operations in Pakistan, the situation raises questions about the future of urban mobility in the country.
In this challenging landscape, alternatives like inDrive are aiming to make a difference. Their unique model allows passengers to propose fares, fostering a sense of fairness and transparency. According to Awais Saeed, Country Head at inDrive Pakistan, empowering users not only involves offering better pricing options but also building trust between passengers and drivers.
However, even with these promising innovations, the ride-hailing industry faces serious hurdles. Rising inflation and fluctuating fuel prices make it tough for drivers to earn a sustainable income. Asad, who has driven for multiple platforms, shared his concern that the once-reliable fare structure has begun to crumble under economic pressures.
Moreover, issues surrounding customer support are prevalent, especially for riders who have experienced safety-related incidents. Automated replies have taken the place of personalized assistance, leaving many users feeling unheard. For Sara and others, this lack of follow-up is deeply disheartening, especially when safety is on the line.
So, what’s next? As the need for reliable transportation remains, there’s an opportunity for ride-hailing services to evolve. They need to prioritize transparent systems, responsive customer support, and safety features that actually function.
In a city where movement is tied to opportunity, addressing these gaps isn’t just about technology—it’s about trusting that what was once a lifeline doesn’t become a source of daily stress. As Pakistan’s urban mobility landscape continues to shift, companies like Pro21st are committed to fostering connections and driving positive change. Whether you’re a rider, driver, or platform investor, now’s the time to engage in the conversation about making ride-hailing work for everyone.
Let’s not settle for a system that leaves us stranded. It’s time for a better road ahead—one where convenience meets accountability, ensuring that everyone’s journey is respected and valued.
