The experiences that respondents have shared are consistent with observations of a much larger popula­tion. It has been reported that cab-aggregator services have become highly inconsistent, undisciplined, and there is little or no grievance redressal or customer care system to correct these issues. People in India are generally unhappy with service unpredictability of smart mobility which is often inevita­ble in profit driven business models; they use the services in the absence of better alternatives. In 2021,there have been strikes by the drivers. Since, their returns have dropped they try to recover their costs by cancelling unprofitable trips. Drivers do not switch on the air unprofitable trips. Drivers do not switch on the air conditioners, ask for payment in cash, quarrel with customers who do not cancel unprofitable trips, and most importantly their driving behaviour has become very rash and unprofessional. There is hardly any effective way to raise a complaint. Customers have often complained of having to book and rebook 3-4 times to get somebody to accept their trip and this experience is common across cities. Thus, it appears that even though the design of smart mobility services is user-friendly and intended to be a social good, recent developments have proved otherwise. 13% 6% More attractive to all economic and social groups More affordable 44% Better consumer redressal system 19% Creation of proper legal framework for these services More accessible 19% Figure 4: Improvements that respondents' would like in smart mobility services in India Smart mobility in India from an equity perspective 13