Ola Cabs Questions & Answers

Hi Mary, thanks for providing your phone number. I will pass this onto the Ola Customer Care team and have them reach out to you to organise payment. :)

Hi Jodie, I'm sorry to hear you have a complaint. You may submit this through the website via this link: https://help.ola.com.au/support/dreport/360002197818 Please note Direct Messages to https://www.facebook.com/ola.australia are monitored 24/7 and a Customer Care agent should hopefully be able to resolve your concern. Thanks for your patience.

Hi Lindsay, I believe one of these charges may be the pre-authorisation hold. A pre-authorisation hold is placed based on the fare estimate when a ride is booked. Then once the ride is completed the actual fare is charged and the pre-authorisation hold is released. Depending on your bank it can take 2-3 days to disappear from your transactions list. Please provide the CRN (Customer Reference Number) from the 'Your Rides' section of the app? This will allow us to identify your account and confirm this for you. Thanks for your patience.

Hi Cheryl, the temporary authorisation hold is based on the fare estimate and held at the time of booking. This amount is released on Ola's end as soon as the ride is complete - when the actual fare is charged. However, depending on your bank it can take a few days for the temporary hold to be removed. The $76 should be released shortly. Please provide your registered email address with Ola or the CRN (Customer Reference Number) from the 'Your Rides' section of the Ola app if you would like me to check on this fare. Thanks for your patience.

Hi Barkley, this certainly sounds like a very unpleasant experience. Please know Ola does not condone discrimination under any circumstances. We would be more than happy to assist how we can with providing details to the authorities. Please provide the CRN (Customer Reference Number) which can be found in the 'Your Rides' section of the trip? Customer Care team can use this to identify your account and give you a call today to discuss.

Thank you Neil. You will receive a call today.

Hi Swappna, please ensure your pin in app is dropped on the right side of the road and that you are waiting in a pickup area where it is safe for the driver to stop. In the event the driver is still on the wrong side of the road I would suggest to attempt to wave over to the driver or to use the in app function to call them and request they meet you in your established pick up area across the road. Please don't hesitate to contact us if any drivers refuse to do so and we will implement corrective measures. Thanks for your patience.

Thanks Swappna, I will send this feedback through to our driver marketing team. I think it is be important to remind them of this in our next driver newsletter. Please let us know if problems with this again.

Hi Ada, I'm sorry to hear the ride cost exceeded expectation. Can you please provide the CRN (Customer reference number)? This can be found in the 'Your Rides' section of the app and will allow Customer Care to identify your account and investigate the discrepancy in pricing. Thanks for your patience.

Thanks Ada - Customer Care will contact you today.

Hi Suman, I'm sorry to hear the call button is not functioning correctly in the app. I am escalating this for you immediately. A Customer Care agent will be in contact with you shortly.

Hi Jared, please provide the CRN (customer reference number) for this cancelled ride charge? This number can be found in the 'Your Rides' section of the app. Using this number will allow the Ola Customer Care team to investigate and provide refund for this charge. Thank you for your patience.

Hi Anthony,

Without knowing the exact details of the offence, I can't give a definite answer.

If it is just a general negligence charge then yes that would be acceptable. However, there are more serious levels of Negligent driving offences where people are killed or seriously injured that would not be acceptable.

The best way for an accurate answer would be from an up to date traffic record.

Hope this helps!

Glad to hear that - Please follow this link to sign-up to drive in Australia: https://ola.com.au/driver/ or here for New Zealand: https://ola.co.nz/driver/ :)

Hi, there may have been no driver supply at your time of booking. Please contact the Ola Customer Care team via direct message on https://twitter.com/Olacare_AU or https://www.facebook.com/ola.australia so that they can investigate this. You can also find in app assistance - If you go to the 'Your Rides' section of the app you can select the relevant ride followed by 'Get help' and following the prompts. :)

Hi Doris, Yes the 50% off promotion terms and conditions have a $10 discount maximum per ride. So 50% off on all rides that total up to $20. It is valid for all passenger's rides for the first 2 weeks. :)

Hi Alan and Telelynx, Ola would like to help you. Please Direct Message us on Twitter or Facebook so we can look into your concerns :) https://twitter.com/Olacare_AU or https://www.facebook.com/ola.australia

Hi Alan and Michelle, Ola would like to help you. Please Direct Message us on Twitter or Facebook so we can look into your concerns :) https://twitter.com/Olacare_AU or https://www.facebook.com/ola.australia

Hi Connie and Alan, Ola would like to help you. Please Direct Message us on Twitter or Facebook so the Ola Care team can look into your concerns :) https://twitter.com/Olacare_AU or https://www.facebook.com/ola.australia

Hi J, Ola would like to help you. I'm sorry you had that experience. Please Direct Message us on Twitter or Facebook so the Ola Care team can look into your concern :) https://twitter.com/Olacare_AU or https://www.facebook.com/ola.australia

Hi Tishana, the pre-authorisation is never taken from your account. It is just a hold that is placed. The hold amount is based on your estimated trip $$ amount. Once payment is confirmed our system communicates to the bank to release the hold. Please Direct Message us on Twitter or Facebook so the Ola Care team can look into your concern if your hold was not released :) https://twitter.com/Olacare_AU or https://www.facebook.com/ola.australia

Hi Bhabi, Ola would like to help you. If you still haven't located your belongings. Please Direct Message us on Twitter or Facebook so the Ola Care team can look into your lost items https://twitter.com/Olacare_AU or https://www.facebook.com/ola.australia Thank you

Hi AnjaR, Please send a Direct Message with the CRN reference number for your ride or your registered email address with Ola to: https://www.facebook.com/ola.australia The Customer Care team will keep trying to make contact with the driver on your behalf.