Uber India Head Wins Hearts After Responding Personally And Transparently To Viral Criticism

The power of social media is truly incredible as it can push even top leaders to act swiftly and directly. Recently, a man shared a critical post about Uber’s pricing, which immediately caught the attention of Uber India’s head. Instead of ignoring or deflecting, he personally reached out to the passenger with complete transparency. The rider later followed up with another post, this time appreciating the rare gesture and openness shown by the company’s leadership.

Prabhjeet Singh, President of Uber India and South Asia, directly approached the rider after his viral critical post regarding Uber pricing

Uber India recently showed how corporate leadership can turn sharp criticism into admiration by responding with openness and empathy. Delhi-based professional Jayant Mundhra, who had earlier written a scathing LinkedIn post about Uber’s pricing practices, later followed it up with an equally viral appreciation note praising Uber India’s management.

Within ten minutes of his critical post going live, Mundhra was surprised to receive a personal WhatsApp message from Prabhjeet Singh, President of Uber India and South Asia. Expecting defensiveness or pressure to delete his post, he instead got the exact opposite. As Mundhra wrote,

“Prabh sir started by complimenting my writing — ‘Keep writing and doing your magic.’ Turned out, he had been a long-time subscriber of my WhatsApp community and a regular reader of my work.”

Singh then asked for the ride details so his team could look into the issue. About forty minutes later, he sent Mundhra a detailed message breaking down Uber’s pricing algorithm. Mundhra noted,

“This wasn’t the basic demand-supply stuff we all know. It was a deep dive into the complex clauses and tech nuances that create a final price. The transparency was astonishing… But he completely won me over.”

The engagement didn’t stop there. Later, Aditi from Uber’s corporate communications team reached out, explaining that his feedback had helped them identify and investigate an “edge case” in Uber’s pricing system. Mundhra appreciated that there was “zero defensiveness” and “no request to remove anything.” He concluded his appreciation post by saying,

“They didn’t just solve a ticket. They strengthened a relationship. And this is how you build a brand people will fight for. Prabh sir, Aditi — I am sold.”

Have a look at the post that praised Uber India’s management

The critical post that sparked it all highlighted issues in Uber’s fare structure for drivers

The praise was remarkable because just days earlier, Mundhra had posted a highly critical note about Uber’s fare structure after a troubling interaction with a driver. He recounted how he booked an Uber XL cab from Faridabad to Paschim Vihar for just Rs 542, almost the same as a regular cab. Initially, he thought it was a “wild deal” and assumed Uber was discounting XLs to promote SUVs.

But during the ride, the driver broke down emotionally, telling him that such low fares were pushing him to the edge. In Mundhra’s words,

“He asked me, ‘Bhai, what am I supposed to do? I don’t know if I want to live anymore.’ After all your deductions — commissions, platform fees, everything — what he gets won’t even cover his expenses.”

The driver spoke of his inability to pay EMIs on his Rs 14 lakh car, the crushing maintenance costs, and the lack of strong union support. He wrote,

Mundhra’s post made it clear that he wasn’t against Uber charging commissions, but against passing the full burden of price wars onto drivers.

“This is not the driver’s war. Feel free to fight your corporate battles. But please, stop using poor drivers as sacrificial pawns.”

It was this critical note that caught the attention of Uber India’s leadership and led to Singh’s personal and transparent engagement. What could have remained a negative viral post instead turned into a lesson in how brands can build trust. By choosing dialogue over silence and transparency over defensiveness, Uber India not only addressed a concern but also strengthened customer loyalty.

Check out the critical post

Here is how other professionals on LinkedIn reacted

Many professionals took to the comment section in praise of Uber management and the head of Uber India. Have a look at some worth-checking out comments,

By responding openly and respectfully, Uber India not only addressed a concern but also strengthened customer loyalty, proving the power of thoughtful leadership. What are your thoughts? Do share via the comments below.