What to do when a disruptive technology is itself disrupted? That’s the dilemma facing customers of Uber and Careem, whose services were suspended in Abu Dhabi on Saturday. The move came as a shock to some regular users, many of whom found out via an email that shed no light on the reasons for the cancellation of services. Then came the news that some drivers had been detained and vehicles confiscated by police, adding more to the confusion for customers.
Unlike in other countries, where these services are offered by the owners of private vehicles, “ride-sharing” in the UAE can only be offered by drivers employed by licensed limousine operators. It is believed that the police took action because Uber and Careem had breached rules that limousine services cannot undercut the price of taxis. As is often the case in the absence of clear fact, rumours are circulating about other possible explanations.
In the meantime, these services remain under a cloud. Uber is an international brand that is instantly familiar to, and trusted by, many visitors to the UAE, while Careem is well-established in Dubai and has been growing in popularity in Abu Dhabi. Halting their services abruptly has inconvenienced a lot of regular customers and done some reputational damage. People who had become accustomed to using these services had to scramble to find other means of transport.
It must be stressed that if these companies, or people acting on their behalf, were breaking the law, it is only right that they be held to account. However, customers would certainly appreciate some more information, including some indication of when – or if – services will return to normal.
If we accept that there is a place for these services in the capital’s transport mix – and if we are truly open to innovation and disruptive technologies – then it should be a priority to get Uber and Careem back on the road, operating within the law and with responsible oversight.
Meanwhile, the traditional taxi companies should do more to improve their services, including smartening up their apps so they are as friendly and functional as Uber’s, and addressing passenger concerns about such issues as smelly vehicles and erratic driver behaviour. A modern city needs a mix of competing transport services that vie for our custom.
