Mumbai: A passenger’s unpleasant experience with an Uber “Premier” ride in Mumbai has gone viral on social media, raising serious questions about the standards of service in what is marketed as a premium category.
On July 7, an X user with the handle @drifteternal_ posted a series of photos showing the interior of a vehicle assigned to him after booking an Uber Premier ride in the city. The images revealed stained panels, torn seats, broken fittings, and garbage stuffed into seat pockets. The user also complained about a strong stench of paan and gutkha inside the car, which made the ride unbearable.
“This is Uber ‘Premier’? Stained panels, torn seats, broken fittings, garbage in seat pockets — this is the condition of a so-called premium ride in Mumbai. We pay extra for Premier, not for filth,” the user wrote in his post.
In a follow-up, he added: “The whole car was stinking of paan. I had to hold my breath. I paid Rs 150 for a fare that would cost Rs 40–50 by kali peeli ( black-and-yellow taxis).”
The post quickly gained traction, with many users sharing similar experiences of deteriorating service quality on app-based cab platforms, particularly in the so-called premium segments. Several users tagged Uber India, urging the company to take action and implement stricter vehicle checks.
Uber Premier, which is promoted as offering "top-rated drivers and better quality cars," typically comes with a higher fare than the standard Uber Go option. However, experiences like this are casting doubt on whether riders are truly receiving the elevated service they are promised.
However Uber spokesperson did not respond to FPJ’s WhatsApp message regarding the incident, consumer rights advocates say this incident highlights the need for stronger regulation and accountability in ride-hailing services, especially when premium charges are involved.
“Companies must ensure that vehicles classified under premium categories meet basic standards of hygiene and comfort,” said a Mumbai-based consumer rights activist. “This is not just about value for money — it’s about passenger safety and dignity.”
The activist further added, “The incident adds to the growing chorus of customer complaints in India’s urban transport sector, where convenience often comes at the cost of quality.”
