Rethinking Empathy and Fairness in the Gig Economy

Dear Readers,

The recent incident in Bengaluru where an auto driver slapped a female passenger has sparked a lot of discussion, and while there's no excuse for violence, I think it's important we explore the bigger picture. This post might be controversial, and I fully understand that some of you might feel strongly against what I have to say. But I urge you to consider this incident through a lens of empathy, not just for the passenger, but for the service provider as well. Here are seven points I'd like you to reflect on:

1. Physical Assault is Unacceptable, but What About Mental Health?

No doubt, the auto driver committed a crime by physically assaulting the passenger, and he will face legal consequences. But have we paused to think about the stress this driver might have been under? What mental strain could have led him to react so aggressively? It’s important to remember that service providers, like all of us, have bad days. In a high-stress job where every paisa counts, a canceled ride less than a minute away can feel like a tipping point. Let’s not excuse the behavior, but let’s seek to understand what drives it.

2. The Financial Realities of Service Providers

Many service providers live paycheck to paycheck, and in some cases, they are the sole breadwinners for their families. Imagine turning into a busy lane, hoping for a fare, only to have that ride canceled at the last minute. The loss might seem trivial to the passenger, but for the driver, every fare could mean the difference between feeding their family or not. Can we be more considerate of the financial struggles faced by service providers?

3. Empathy is a Two-Way Street

It’s easy to dismiss service providers' frustrations by saying, "We canceled, so what?" But wouldn't a simple apology have gone a long way in diffusing the situation? What if the passengers had said, "Sorry for the mix-up; we know this might inconvenience you"? Empathy from both sides could prevent these kinds of confrontations from escalating. The passengers' hurry is valid, but so is the driver’s livelihood. Both perspectives deserve respect.

4. Service Providers Aren’t Commodities

Too often, we treat service providers as tools to be used for our convenience, forgetting their humanity in the process. We book rides, expect flawless service, and cancel on a whim, without considering the impact. But these drivers aren’t robots. They are human beings trying to make a living in an increasingly fast-paced world. If we continue to commoditize service providers, incidents like these will only increase in frequency.

5. Service Platforms Must Take Responsibility

The platforms that enable these services must also play a role in supporting their workers. Instead of focusing solely on profits, these companies should allocate part of their revenue to compensating drivers fairly for cancellations—especially those made within close proximity to the pickup point. For instance, deducting ?5 if the auto is just minutes away would incentivize passengers to cancel responsibly, while also offering drivers some form of compensation for their lost time.

6. Government’s Role in Ensuring Fairness

This isn’t just about company policies—it's about basic fairness and human dignity. I believe the government should step in and introduce laws to regulate such cancellations and ensure service providers are compensated fairly for their time and effort. These laws would provide a baseline that all platforms must adhere to, preventing passengers from switching to another platform just to avoid terms they don’t like. By making this a legal requirement, we ensure that platforms do not compete on these basic worker rights, creating a more fair and stable environment for service providers.

7. Let’s Aim for Fairness, Not Just Convenience

In the race for faster services and instant gratification, we’ve lost sight of fairness. Waiting 5-10 minutes for an auto or cab isn’t ideal, but canceling less than a minute away isn't fair to the driver either. We need to strike a balance between the needs of passengers and the rights of service providers. A structured cancellation policy could protect both sides, and empathy from everyone involved would help smooth these interactions.

Final Thoughts In conclusion, while the law will take its course regarding the driver's actions, we must reflect on whether this situation could have been avoided. We, as consumers, and service platforms alike, have a responsibility to foster a culture of respect and fairness. It’s time we moved away from treating service providers as commodities and started seeing them as human beings—deserving of empathy, understanding, and fair compensation.

Let’s be more mindful. Let’s be more human.