Rapido Case Study: Balancing Fair Compensation for Long-Distance Pickups

Captain on the way…

The Story Begins: Conversations on Two Wheels

As someone who relies on Rapido for my daily commute, I’ve had the privilege of experiencing the app firsthand, booking countless rides over the years. Whether it’s navigating through city traffic or reaching places quickly, Rapido has been a lifesaver. But what made my rides even more insightful were the countless conversations I’ve had with Rapido Captains (riders). These exchanges, often casual at first, uncovered a deeper concern — a problem that riders face repeatedly but rarely gets the attention it deserves.

One day, during a ride, a Captain shared his frustration about a trip. He mentioned how he had traveled nearly 4 kilometers just to pick me up, but the app didn’t compensate him for that extra effort. The ₹36 fare for my ride only covered the distance from my pickup location to the destination, leaving the additional kilometers he traveled unrewarded.

As I started paying closer attention, I realized this wasn’t a one-off complaint. Many riders shared similar stories. The common theme? They often feel undervalued for the extra effort they put in to ensure customers like me can get from A to B conveniently.