Rapido - Customer Care, File a Complaint Online to Rapido Nodal Officer

Rapido, Roppen Transportation Services Pvt. Ltd. (rapido.bike)

Rapido is an Indian online vehicle rental or booking company, owned by Roppen Transportation Services Private Limited. Rapido’s bike service is the first and largest bike-taxi service company available in all major tier 2 and tier 3 cities including tier 1 cities such as Delhi, Mumbai, Bangalore, Hyderabad, Chennai, Kolkata, Pune, Noida, Dehradun, and other capital cities of every state.

Major services of Rapido are:

Notice - Be alert! Don't share the financial or banking details and don't share OTP to customer care executive. Protect yourself from Frauds and Scams. Report to Cyber Crime Bureau or Call 1930 as soon as possible to protect your earnings and others.

Riding: Bookings of bikes, taxis, autos, and cabs.
Captain: For owners or Rapido partners of bike taxis and autos.
Parcel: To send parcels & items.
Rapido Business Solutions: For B2B services.
Travel Insurance: From a partnered insurance company.

Want to complain about Rapido bike-taxi services? Lodge a complaint with Rapido’s customer support in the respective department. You can reach them through the toll-free Rapido customer care number, drop an email, or submit your complaint online to Rapido. If not resolved, request the team to escalate the matter to the Customer Service Head or Nodal Officer.

Still, not resolved? You can escalate the unresolved complaint to the Grievance Officer for Rapido, Roppen Transportation Services Pvt. Ltd.

How to File a Complaint to Rapido?

According to customer service policy, Rapido has a two-tier grievance resolution system for handling complaints related to its bike-taxi, auto, and cab services. Customers can initially contact customer support. If the issue remains unresolved, escalate the matter to the authority of level 2.

Grievance Redressal Mechanism:

Registration Fee	No Charges (0)
Resolution Period	7 to 30 days (depending on the issue, as per the redressal policy of Rapido)
Refund Time	Within 7 days (may vary)

Levels of Complaints Escalation:

Level 1: Customer Care, Rapido
- Toll-Free Helpline Number (if available)
- Register Online Complaint (Chat support)
- Email or WhatsApp (if available)
Level 2: Grievance Officer for Rapido, Roppen Transportation Services Private Limited

Additionally, you can ask the Rapido customer service team to escalate any unresolved complaints to the Head of Rapido Customer Care for internal resolution.

Please note: If your complaint with Rapido is not satisfactorily resolved that violates consumer rights, file a consumer complaint with the National Consumer Helpline of the Ministry of Consumer Affairs (MoCA) for potential violations of consumer rights.

Level 1: Customer Care, Rapido

If you encounter problems with Rapido services such as Bike-Taxi, Auto, Cabs, premium travel plans or subscriptions, Riders, and Captains, and experience issues like delays, booking/cancellation, payment/refund problems, or any concerns, you can submit a complaint with the customer care team. Reach out through the toll-free customer care number, email, or WhatsApp.

When submitting your complaint, ensure to include these details such as:

Booking ID (for Rapido services)
Nature of the complaint (e.g., payment issues, delays)
Relevant subscription or plan details (for premium travel plans)
Rider/Captain information (If available)
Description of the issue with facts such as time and location of the incident, transaction/order ID, or other bike/auto details.
Attach documents like photos of the incident/bike, bills, or any supporting evidence.

Once you’ve registered a complaint, be sure to note the assigned ticket number for tracking purposes. If your concern is not addressed within a reasonable timeframe, consider escalating it to higher authorities.

Note: For complaints regarding the violation of traffic rules and driving guidelines, please register your complaint with the respective Traffic Police of the city.

Rapido Customer Care Number

Details of Rapido Customer Helplines and Email:

Rapido Complaint Number	Request a callback
Email	shoutout@rapido.bike
Email (Captain)	captaincare@rapido.bike

If you need help with safety concerns call the emergency helpline number 112 or the safety support team of Rapido. Additionally, in any criminal incident, instantly contact the local police.

File a Complaint Online

Officially register your complaint online about services related to Rapido, the bike-taxi, auto, and cab booking platform:

Complain online to Rapido	File a complaint
Captain Support	Click Here
Email	shoutout@rapido.bike

Tip: Beware of scams, don’t share bank/personal details; use only the official Rapido, Captain, or Partner Manager app for help. Stay safe!

For insurance disputes directly contact the Rapido support team to claim the plan or communicate with its partnered insurance company.

Level 2: Grievance Officer for Rapido, Roppen Transportation Services Pvt. Ltd

In compliance with the IT Act 2000 and E-Commerce Rules 2020, Rapido’s parent company, Roppen Transportation Services Private Limited has designated a Nodal/Grievance Officer at Rapido to manage unresolved disputes. If your initial complaints, including privacy or trademark disputes, are not resolved satisfactorily at level 1 or by the authorized Head of Customer Care, you have the option to escalate the matter to the assigned Nodal Officer for Rapido.

When submitting your written grievance letter or email, ensure to include the following details:

Reference/ticket number from the previous complaint
Trip Booking ID or any relevant identification
Reasons for dissatisfaction
Desired resolution from Rapido
A detailed description of the disputed matter with supporting documents like screenshots, images of incidents, invoices, or any rider evidence.

To register your grievance with Rapido, you can send an email to Rapido at grievances@rapido.bike. For issues specifically pertaining to Rapido services, you may reach out to the parent company at:

Designation	Grievance Officer, Rapido
Email	grievances@rapido.bike
Address	Grievance Officer for Rapido – Roppen Transportation Services Private Limited, Salarpuria Softzone, Wing C, First-floor Office 1, Block A, Bellandur Village, Bangalore – 560103.

Not resolved to your satisfaction by the Grievance Officer of Rapido? You may complain to respective authorities or take legal action.

Legal Authorities: Consumer Commission

If your grievances, despite efforts with the grievance officer for Rapido or the head office of Roppen Transportation Services Private Limited, are not resolved to your satisfaction, you approach these legal authorities:

1. Consumer Disputes:

Informal Consumer Complaint: If dissatisfied with Rapido’s resolution, initiate a complaint with the National Consumer Helpline (NCH) for arbitration.
Internal Arbitration: Opt for internal arbitration (specifically for business disputes) with the parent company of Rapido, aiming to resolve the dispute through mutual agreement.
Formal Consumer Complaint: File a formal consumer complaint against Rapido or its partners with the National Consumer Disputes Redressal Commission (Consumer Court/Forum), seeking compensation for monetary losses.

2. Legal Action:

If dissatisfied with the final decision of Rapido or the consumer dispute redressal forums, seek legal advice from an expert to understand available legal options.
Depending on your case, you may take legal action against Rapido in a tribunal, judicial court, or higher legal authorities.

Want to file a case against Rapido? File an online case using e-filing to District/High Courts.

Before taking further legal action, it’s important to understand the laws with the help of a lawyer. This ensures you know your rights and options in the situation.

Reference

User Reviews (22)

Unknown

Jan 11, 2025

Worst service

Overall (1 out of 5)

Customer Service (1 out of 5)

Quality of service or product (1 out of 5)

Affordability (1 out of 5)

I'm writing this to inform you that the drivers through rapido app is consuming extra amounts rather than the amount displayed on the app.you have take a sudden action on this. This is legally not fair. Students and others are depending the app for getting a cost less and comfort ride.

Hirakjyoti barman

My account is not Activated....

I would submit the all documents but my app is not activated.

Vignesh

Complaint on a drunk auto driver

I Booked the rapido auto in Manipal Hospital Yeshwantpur to my destination. I contacted the auto driver and asked where is he. He was fully drunk and he's telling me to pay extra fare than the current fare amount. I told him to cancel the ride. he told ok and then later he called and started to abuse me using cursed words in kannada i'm also aware of the words but i don't want to tell because its disturbing to hear. And he even abused my mom telling some cursed words on her too. I told him ill complain to rapido. He gave bad comments on rapido and said that they (rapido) cant do anything to me. He mentioned not even a hair they can pull on me. It's a bad name for rapido I Please request you to take strict actions on him. Please remove him from rapido. There are still good people whom you can hire. There are still lot of people in bangalore looking to drive rapido. Auto drivers abusing customers to this end should not be in rapido. It created a bad name for the company. I request you please fire him. He abused me and my mom very badly. Im expecting a call regarding your actions. Thank you

Motocult

Rapido Service

We have given keys by mistake in personal instead of booking in parcel service. That fellow taken our showroom keys and after going out he closed the ride but did not handovered the keys. As it is Rapido online booking we are unable to find any phone number of that fellow and not even online customer care number also in the Rapido App. Those keys are very important and dont know what to do. Plz guide us. Thank you.

Shagun Awasthi

Delay in pickup

2-3 minutes show krke 15-20 min tk bike ni aata h ... Fir jab call kro to bol dege mam jaam lga h bike khrbh ho gyi app cancel krdjiye ride are bhai to pehle inform krde na ek dm last moment pe kiyu .. kisi ko kahi Janna ho to usko to late ho jaega na... .. or jab ki map PE jam dikha bhi ni ra tha . Captain nearest location pe tha... Pr ni .. aisa hi hota raha to customer ni aaega rapido pe... Pls apne captains ko smjhaiye ki sahi information dia kre agr ni aapaege to insan kuch or dekhe ab agr Mai cancel krugi to mujhe fine dena padega .. ye kya baat hoti h apne captains ki bhi galti dekhiye ... Agr hum log fir compensation lene aagye to ? ..humse to fine le lia jata h agr cancel kre. What about us ? Hume kon fine dega itna delay krne ka?

DIMPLE

Complaint Regarding Poor Service and Unprofessional Behavior of the Company and the driver.

Dear sir, I am writing to formally lodge a complaint regarding the poor service I received during my recent ride with Rapido. I booked a cab on 13.12.2024, and the car number was DL 1ZD 4039. Upon reaching my destination, I informed the driver that the fare shown on my app was Rs. 178 and I intended to pay that amount. However, the driver became aggressive and insisted that the fare was Rs. 343. He demanded that I pay in cash. After a lengthy argument, I agreed to pay via online mode, but the driver then showed me a QR code under the name "Gaurav." I pointed out that the name did not match, but he insisted that I pay through that particular QR code. Due to his forceful and intimidating behavior, I was compelled to pay Rs. 343. Furthermore, the trip was not ending on my app, as I had informed the driver. Despite my repeated attempts to resolve this, he refused to cooperate. It was only after contacting customer care that I was able to end the trip. I immediately reached out to customer care and was contacted by Ms. Nandini Das Gupta, who tried to understand the issue. However, the support provided was unhelpful. I also informed her about the driver's reckless driving, including ignoring traffic signals, but there has been no follow-up on this matter. Simultaneously, i had also raised an issue with Rapido through mail, and a ticket no. 138953058 was also generated for the same, but there was no resolution offered by the team and the ticket was promptly closed. Subsequently, a senior representative contacted me, but I have yet to receive any further communication or resolution. I am also attaching the car number plate number and the screenshot of the amount I have paid. This experience has been extremely frustrating, and I am seeking a prompt resolution to this issue. I request that you look into this matter and provide an appropriate response. If not, i would be compelled to take further legal action for the same. Thank you for your attention to this issue. Sincerely

Tripti Mishra

URGNET- *Safety Issue** I was in unsafe place (Please do not mention my name to drivers)

Hi All, Late night I booked cab and because of both the drivers I struggle a lot Driver Mohammed Mostakiya Car number - UP16DT7551 I booked my cab near about 10:30pm. Mohammed has been assigned to me. Since, 10 minutes his cab was not moving from a particular place. I called him thrice, he did not pick my call. Then he call from his own and asked me "Where you want to go" what is the total fare showing? I replied that "I am not supposed to tell you fare. He said ma'am I am asking because in my phone it is showing somewhere Rs 200. I told him, please do not lie to me and please do not use such tricks with me so that I will reveal what price it is showing. Then he told me it is rapido process that you need to tell me fare. When I did not say then he kept me waiting for 20 minutes assuming that I will call him back again and tell fare. When I did not call he cancelled my cab. please note this driver said lot of lies to me. Whenever I am calling him saying that "I am coming" and his cab was not moving at all. He was looking for such customers who will go to his house nearby location so that he can go home. Because of him I have to stand alone in a dangerous place where there was no safety. If he was not willing to pick me atleast he could have cancelled the cab from its own but he kept me waiting in unsafe place for long time. Driver Rahul Gavery Car number - UP16LT3312 I was fully fed up what Mostakiya did to me. I was hoping that Rahul will come to pick me because it was late night. Again I would like to mention that I was not in a safe place. Rahul cab was not moving since 5 minutes. I called him and said "your cab not moving". He said how will I move the cab until you call me? I said why were you waiting for my call? I have already mentioned pick location. Rahul replied in anger mode "Tune mujhe kharid rakha hai kya Rs300 -Rs400 ke liye" (In Hindi Language) I cancelled the cab from my own hearing such abusive tone from Rahul what kind of behaviour is this and what action you are going to take I have also recorded call of Mohammad, if you feel you need more evidence from me, I can share but I want strict action to be taken as it was related to my safety. PLEASE DO NOT MENTION MY NAME IN FRONT OF DRIVERS Thanks Tripti Mishra

Muniraju

Call me

Overall (5 out of 5)

Customer Service (5 out of 5)

Quality of service or product (5 out of 5)

Affordability (5 out of 5)

Call me help me

Col Arun Iyer

Impolite Driver and Pathetic Experience

Overall (1.5 out of 5)

Customer Service (2 out of 5)

Quality of service or product (2 out of 5)

I booked a ride from Orchid RGC to T1 on 06 Oct 24 at 1800 hrs through your app. The vehicle allotted is MH 46 CL 0112 driven by MD Irsad. The vehicle provided is a Swift Desire. However, the vehicle number is different. The driver claims that the vehicle on Rapido app is an Ertiga and it is the fault of Rapido that the vehicle number is not being updated or the issue not being resolved. He is rude and impolite consuming Gutkha during the ride. On being questioned, he simply asks to alight from the vehicle. He is expressing that he has been approached by Rapido and doesn't seem to care much about the business. Either the Rapido team needs to get its act together or the driver needs to be terminated. Please take action accordingly.

Ramesh

Captain doesn't accept the fair

Captain didn't take my trip due to lower rate

Fatima Rizvi

Oct 1, 2024

INCIDENT REPORT

**Incident Report** On 20th September 2024, at approximately 6:57 PM, I booked a two-wheeler ride through the Rapido app. The driver arrived promptly, and we began the journey as scheduled. Everything seemed normal for the first three minutes, but then the driver took a wrong turn. Concerned that we were heading in the wrong direction, I politely informed him that this was not the correct route. However, instead of acknowledging my concern, the driver reacted very rudely. He responded by telling me to "shut up and sit," using an aggressive tone. I was shocked by his behavior, as it was completely inappropriate and disrespectful. Additionally, I noticed that the driver seemed to be under the influence of alcohol or drugs, as his speech was slurred and his behavior was erratic. Following this, the situation worsened. The driver began driving the bike recklessly, accelerating at dangerous speeds, and handling the vehicle harshly. I felt extremely unsafe and uncomfortable due to both his rude behavior and his dangerous driving. Fearing for my safety, I immediately contacted the authorities by calling 1090. They promptly responded and followed up on the situation. The driver eventually took me to a nearby police station, where I reported the incident to the police. I explained everything that had happened, including his reckless driving, rude behavior, and intoxicated state. After hearing my account, the police asked me to leave, assuring me that they would handle the matter. They held the driver for about half an hour before letting him go. After I arrived home, I received troubling news. The driver had returned to my original pickup location and was inquiring about my name from the security guard. He also made derogatory comments about me to the guard. This behavior left me deeply disturbed and worried about my safety. Immediately, I contacted Rapido customer care to report the issue, and I was connected to a representative named Shailam. Unfortunately, the customer service was extremely unhelpful. Despite having all the evidence, including recorded conversations of the incident, Shailam and the customer care team have been uncooperative. They refused to transfer my call to a higher authority, and instead, they kept disconnecting my calls. Their lack of support has been deeply frustrating. I kindly request guidance on how to proceed further, as I am concerned about my safety and feel that proper action is not being taken by Rapido.

Aman Raj Saxena

Sep 14, 2024

no option to report technical glitch or complaint

I booked ride today & right after booking it vanished from the screen, there was no booking I checked, I again looked to book and got message sorry no ride available .........after 10 mins getting call from both captains that they are still waiting...........I get IVR call from Rapido which gives only two options either to cancel where in you will just add charge on my account or continue, this is worst after sale service by any company, no customer care no. on app, no number connecting if search from google......no option at all, if there is any actual person in Rapido please call me.

Suman Jana

Extra cash

Why everytime needed extra cash ???? maximum of rapido driver need 30-40 rs extra Given personal no nd activate cheating mode .....wow what a policy I have profile pic with proof

sunil

rapido people only encouraging this hope they will also get commission from that money

atiya

lost mobile in Rapido auto

I booked an auto via rapido app, while getting down I found my mobile is missing in auto. I tried reaching but the mobile is switched off.

Ginni Malhotra

Abusive language by CC and unprofessional by driver

Hi Team, I would like to register a complaint against my driver. I took ride today from Faridabad to Gurgaon. My Ride ID is RD17241182518476276. Junaind Khan took another rider via Uber app and a very false route. His behaviour was very unprofessional. It took me 45 mins extra than usual time. I felt very unsafe throughout the journey. Post reaching to my destination I called customer care to raise a complain for my concern. Instead of understanding my concern, customer care executive used abusive language by saying ye kya backchodi kr rahi hai aap phone rakhiye apke jo paise extra lge hai wo wapis aa jaeinge. His name is Rahul Kumar Sharma. I am feeling very offensive and humiliated. Kindly take an immediate action against both of them. Otherwise I would take a lawful action and my next review would be posted of twitter. I need immediate response.

Shashwat Singh

Phone got stolen

My phone fell in the Rapido taxi last night on 26 july,2024 No we have done contacting and locating the phone but it seems to be switched off. I would like if you contact the taxi and inquire the driver about this incident. pls share details of him too

Pankaj Tripathi

Aug 20, 2024

Complaint regarding enhancement of charges

Sir. Today I booked your bike from adarsh nagar Delhi to Tishazari Court delhi. At the time of booking rent was shown Rs. 90 but after arrival at destination it became Rs. 134 even no route was changed. It occurred several times with me. This is not fair business. Please do needful and refund Rs. 44 to me on my paytm, phone pe or Google pay number

Rapido

Rider ke paise deduct karte hai faltu me

Jab riders ki galti nhi hoti fir bhi paise kyu deduct karteho

Repido

So very bad service

So are a cheater service point of a repido

deepika

Unsatisfied

Dear Rapido Customer Service, I hope this message finds you well. I am writing to express my dissatisfaction with a recent experience I had while using your service on 21st june. I booked a ride through Rapido (ride ID- RD17189395470024496), which unfortunately did not meet my expectations. Driver was late. The primary issue I encountered was significant delay caused by the driver. Despite the promised arrival time, the driver arrived late which inconvenienced me greatly. As a result of this delay, I was charged 22 Rs , which I believe is unjustified given the circumstances. I understand that unforeseen delays can occur; however, the delay in this instance was clearly the responsibility of the driver and not due to any fault of mine. Therefore, I kindly request that the waiting charges be waived and the appropriate adjustment made to my account. Please reimburse the amount. Thank you for your understanding and cooperation. I look forward to your prompt response.

Mohammed Khalith

May 20, 2024

Rapido bike drivers

Asking for more money than what it is showing in the app. And driver asking customer to cancel the ride as there's no options to cancel the ride from driver end. Ridiculous.. worst experience

bansari

May 4, 2024

wallet issue

I tried connecting them but still no response

Rapido – Register a Complaint about Bike Taxi, Cab, or Auto to Rapido

Leave A Review

How to File a Complaint to Rapido?

Level 1: Customer Care, Rapido

Rapido Customer Care Number

File a Complaint Online

Level 2: Grievance Officer for Rapido, Roppen Transportation Services Pvt. Ltd

Legal Authorities: Consumer Commission

Reference

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User Reviews (22)

Worst service

My account is not Activated....

Complaint on a drunk auto driver

Rapido Service

Delay in pickup

Complaint Regarding Poor Service and Unprofessional Behavior of the Company and the driver.

URGNET- ***Safety Issue**** I was in unsafe place (Please do not mention my name to drivers)

Call me

Impolite Driver and Pathetic Experience

Captain doesn't accept the fair

INCIDENT REPORT

no option to report technical glitch or complaint

Extra cash

sunil

lost mobile in Rapido auto

Abusive language by CC and unprofessional by driver

Phone got stolen

Complaint regarding enhancement of charges

Rider ke paise deduct karte hai faltu me

So very bad service

Unsatisfied

Rapido bike drivers

wallet issue

Ratings

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