The management of ride-hailing service inDrive has assured that improvements are underway to better serve both customers and drivers, following issues raised by one of their drivers in an interview with the DAILY TRIBUNE.

“We recognize that there’s always room for improvement, whether that’s in enhancing routing accuracy, improving pickup efficiencies, or expanding payment options that are sustainable for both passengers and drivers,” inDrive said in a statement sent to the DAILY TRIBUNE on Tuesday, in response to concerns aired by one of its drivers on 11 July.

The dissatisfied inDrive driver voiced frustrations over what he described as a poor navigational system within the company’s app, claiming it cut into his earnings due to incorrect routing.

“At present, inDrive integrates Google Maps as the default in-app mapping, while also allowing drivers to use alternatives like Waze based on their preferences. It’s possible that the driver’s reported issues, such as extended or inaccurate routes, may be linked to these third-party navigation platforms, as our system redirects to them for actual route guidance,” the statement further explained.

Moreover, inDrive said its local and global teams are continuously working to improve third-party navigation integration, stressing that “input like this plays an important role in shaping those improvements.”

Clarification

In the article, the driver also claimed he automatically lost 15 percent of the ride price if he canceled a ride himself — an allegation that inDrive disputed.

“The reference to a 15 percent cancellation deduction doesn’t reflect our actual model. As widely communicated to our driver community, inDrive charges the lowest commission rate in the industry, at only 10 percent, and there are no additional hidden charges. Moreover, in cases where cancellations or other issues result in a deduction, inDrive has a process in place to reimburse the commission if a valid reason is provided,” the company clarified.

“These refunds are typically processed instantly, and in some instances may take a bit longer, but are always completed within 24 hours. We remain committed to keeping our platform transparent and driver-friendly, especially in a market where every peso matters,” it added.

As posted on its website, inDrive was founded in 2013, incorporated in the United States in 2018, and is now available in 888 cities across 48 countries.

In 2022, the company pulled out of Russia, having divested its Russian operations, and was hailed as the second most downloaded ride-hailing app in the world based on data from Google Play and the App Store.