Ride-sharing company Pathao is reinforcing trust and safety for both riders and passengers by prioritizing advanced technology, rapid response systems, and insurance-backed protection measures, making its services more responsible and secure.
To effectively address accidents, emergencies, and daily complaints, Pathao has implemented a Quick Response Team (QRT), a 24-hour call center, continuous monitoring systems, and income protection programs. The QRT is deployed to immediately investigate and resolve accidents, disputes, suspicious activities, or emergency alerts.
To further enhance safety, the Pathao app offers features such as live location sharing and emergency call options for both riders and passengers. To maintain service quality, the company has enforced mandatory online training, a requirement of at least 80 percent pass marks in assessments, and ongoing physical verification processes.
Under the Pathao Benefit Program, the company provides income protection to riders unable to work due to accidents. Depending on category, riders receive bed-rest allowances ranging from NPR 10,000 to NPR 30,000. In addition, Pathao offers accident insurance coverage of up to NPR 1 million and medical insurance support of up to NPR 100,000. Pathao is the first ride-sharing company in Nepal to introduce such comprehensive insurance facilities.
To ensure swift and transparent grievance handling, Pathao has established a dedicated Complaint Resolution Team. Riders and passengers can also access walk-in support services for document updates, behavioral concerns, service-related queries, and training assistance.
According to Surakshya Hamal, Director of Pathao Nepal, the company continuously strengthens its operations to ensure passengers feel safe at all times.
“Our 24-hour call center has been highly effective in responding to emergencies and everyday concerns during rides,” she said. She further added, “For Pathao, operating a ride-sharing service is not enough. Ensuring the practical safety of both riders and passengers and standing by them when needed is our core responsibility.”
