• App-based drivers & non-app-based drivers embroiled in an age-old economic clash 
• Customers complain of certain app drivers not coming round to card payment methods
• Unions complain of Police ignoring complaints from 3-wheeler drivers  
• Calls for 3-wheeler drivers to be provided customer care training while drivers take ride hailing app companies to task on extortionist commissions, ad-hoc fares, & lack of crisis support 

In Sri Lanka, three-wheeler drivers using ride hailing apps face growing problems from some traditional drivers who see them as a threat and worry that they will lose their income sources. Many app-based drivers attract both locals and tourists because of the ease and reliability of their service, but, this shift has stirred tension among traditional ones. Issues like parking-related disputes, harassment, and even threats are common for app registered drivers, as traditional drivers feel that their earnings are being cut into. Without proper rules for the industry and fair law enforcement, app based drivers find it harder to earn a stable income and meet the needs of modern, tech savvy customers.

S. Rajendran is a three-wheeler driver registered with a popular ride hailing company, driving his three-wheeler around Nuwara Eliya. Previously, he worked as a building contractor, but, he switched to three-wheeler driving because his construction projects were often delayed when masons and other workers under him did not complete their jobs on time. Starting out as a three-wheeler driver was not easy for him as other drivers in Nuwara Eliya would not let him park in the usual spots reserved for three-wheelers, which in turn made it hard for him to work there. To solve this, he went to Colombo and registered with a well-known ride hailing company. "As a newcomer, I wasn’t allowed to park in the usual spots. But, with this registration, I can work in any area and easily accept bookings through the app. It’s very different from regular three-wheeler driving, and it’s more convenient for both the customers and us as drivers." Now, Rajendran works around Nuwara Eliya, earning over Rs. 100,000 each month. He has noticed that both local and foreign tourists prefer drivers who are registered with ride hailing companies, as they find it more reliable and easy to use than traditional three-wheeler services.

Even after joining ride hailing companies so that they don't need to park in the usual spots, three-wheeler drivers continue to face harassment from certain three-wheeler drivers, who view them as competition, and those who make it hard for them to operate normally. Harshana Senaratne, who drives around Nanu Oya, explained that some three-wheeler drivers, who are not registered with ride hailing companies, have a habit of charging tourists several times the usual rate and often take longer routes to increase the fare. He shared that these drivers harass app registered drivers because they see them as a threat to their higher earning methods. "Customers book a trip through the mobile app and get in my three-wheeler, but, there have been several incidents where normal three-wheeler drivers have attempted to attack me. This creates problems for customers, especially tourists, so we’ve started picking them up away from the three-wheeler parks to avoid these situations." He noted that despite the Nuwara Eliya District being a popular spot for both local and foreign tourists, the Police have yet to take any action against this behaviour of individuals. If the issue continues, he warned that it would hurt the tourism industry and urged the authorities to address it seriously.

While customers generally have positive experiences with app registered three-wheeler drivers, some issues still persist. A regular customer, Achintha Madushan, pointed out that some drivers lack familiarity with modern technology such as card payments, causing inconvenience. Although ride hailing companies allow card payments, many drivers prefer cash and even cancel trips when customers want to pay by card. "Today, technology is moving fast, and these apps offer card payment options, but, many drivers blame customers or cancel trips because they say that card payments take longer to process. This isn’t the customer’s issue; it’s something that they need to fix on their end. The most reliable and easiest way of making payments today is bank cards. They've got to adjust to it." He said that ride hailing companies should work to educate drivers on new technology so that customers are not inconvenienced by these issues. He said that some training programmes can already be in place, but feels that there is a need to further strengthen them to better meet customer expectations.

Speaking to The Daily Morning, the All Ceylon Three-Wheeler Drivers' Union (ACTWDU) President Lalith Dharmasekara shared his thoughts on the challenges and resistance that the three-wheeler industry has faced over the years, especially when it comes to adapting to new practices. "We started using taxi metres about 20 years ago, and even then, some people were against it. Whenever something new is introduced, many people oppose it. This resistance comes from a fear of losing what people are comfortable with. They worry that if they change their ways, they might lose money or control, so they stick to what they know. But, what’s familiar is not always what’s right." He said that the same reluctance to change is now showing up with the rise of ride hailing apps and online registrations for three-wheeler drivers. He said that many three-wheeler drivers are now registering with ride hailing companies, but that those who want to overcharge customers are fighting back. "It's our own people who are signing up with these companies. Some drivers have been welcoming the new approach, but, some others have been viewing it as a threat to their income. Those who resist it are often the ones who have been charging much higher rates, especially from tourists." One major reason for this situation, according to Dharmasekara, is the lack of regulation in the overall three-wheeler industry. "The three-wheeler industry isn't formal. Drivers can charge whatever they want when there's no regulation, especially in popular tourist spots where customers are unfamiliar with local rates. However, not every driver should be blamed, as many are trying to make a living fairly." He also said that the problem is not that there are no laws, but that they are not enforced enough by the Police. He charged that certain Police officers even decline to accept complaints from three-wheeler drivers who are registered with ride hailing apps.

A resident of Siripagama in Ratnapura, Roshan Indika shared his experience as a three-wheeler driver registered with a leading ride hailing company operating in Colombo. While the company provides him with essential technical support and a steady flow of customers, he feels that when problems arise, the company does not support them adequately. "Many people are harassed by normal three-wheeler drivers, but hardly anyone files a Police complaint about it. In such cases, the company doesn’t stand up for us; we have to handle it ourselves." He also said that there is a need for a stronger collective approach among drivers, saying that even though many are treated unfairly, few speak up or take action. Another challenge, according to him, is that many three-wheeler drivers who come from rural areas to work in cities lack basic customer care skills. He said that although three-wheeler drivers are among the most digitally active groups today, when interacting with customers through mobile apps, there are not enough training programmes to teach them how to deal with customers.

Speaking to The Daily Morning, Jasmine Lanka from the National Taxi App Three-Wheeler Professionals Collective said that they face a range of difficulties while passengers enjoy safe and comfortable rides. He said that the service is controlled by two private companies — one local and one foreign — that take high commissions from the drivers. “It’s hard to make a living when so much of our earnings go to these companies. We usually charge less than what regular three-wheeler drivers do for journeys, so, how can we manage our needs when a considerable portion of that goes to companies that only provide us with technical assistance?" He also said that drivers are quickly removed from the platform if a passenger complains, which makes the job even more uncertain. Noting that it is the companies that set the fares, he said that they vary from time to time, so both drivers and passengers don’t always know the exact cost of a ride. Jasmine further said that there have also been cases of drivers being threatened, robbed, and even having their three-wheelers stolen.

Attempts to contact ride hailing companies to query about programmes in place for three-wheeler drivers' wellbeing proved futile.

When queried about certain three-wheeler drivers harassing mobile app-based three-wheeler drivers and also causing inconvenience to tourists, Deputy Inspector General of Police (DIG) - Marine and Tourist Range Damayantha Wijaya Sri told The Daily Morning that the Police investigates every complaint received about such incidents. "Such incidents are reported from almost every area. The aggrieved party should file a complaint for us to investigate. In addition, if there is video footage of the related incidents, we will conduct investigations based on them."