When your cab ride goes wrong, who's really listening?

Have you wondered what happens after you complain against a cab driver to the ride hailing app? The information may unsettle you because a passenger’s concern for safety does not match an app’s pecking order of complaint redress.
Behind the current blackhole-like opacity of most cab aggregator apps lies a category-based complaint system that commuters are rarely made aware of. When they click the app’s help function in distress, what greets them often is an AI chatbot and some options to choose from. There is no human in the loop to address the problem of a rider’s safety and a driver’s misbehaviour.