In the age of viral narratives, social media has become the fastest-growing source of both awareness and alarm. As a journalist deeply engaged with online conversations and digital behavior, I often monitor how platforms like X (formerly Twitter), Facebook, and Instagram are shaping public perception, particularly around services people use every day. Recently, I noticed a noticeable uptick in complaints about Yango, a ride-hailing app operating in Pakistan. Users were posting stories of alleged driver misconduct, fare manipulation, and concerns over safety, especially for women. As these posts gained traction, so did the anxiety they triggered among commuters.
Naturally, I was concerned. The digital noise around Yango was growing too loud to ignore, and I wanted to know: was there truth to these allegations, or was it yet another case of viral misinformation gaining momentum unchecked? Determined to find answers, I reached out to the company for clarification and transparency.
To their credit, Yango responded quickly and comprehensively. They opened up their data, walked me through their complaint protocols, and offered a detailed explanation of how the app functions, especially when things go wrong. What I discovered was not a flawless system, but one that is structured, responsive, and clearly aware of the stakes involved.
Before diving into the specifics of Yango’s operations, it’s essential to understand the broader context in which ride-hailing services operate in Pakistan. Not too long ago, urban commuting in cities like Karachi, Lahore, and Islamabad was a daily struggle for most residents. If you didn’t own a vehicle, your options were limited to public buses, minibuses, Qingqi rickshaws, or taxis, each with its own set of challenges. You’d often find yourself standing under the scorching sun, waving frantically at already-overcrowded buses. Timeliness was wishful thinking. Safety, especially for women, was a constant concern.
This is where ride-hailing apps brought in a new paradigm. Services like Yango, InDrive, and Bykea introduced affordability, transparency, and safety into the equation. You could book a ride in seconds, track your driver, and know the fare upfront. For women, families, the elderly, and even late-night commuters, this marked a monumental shift in daily life.
The recent flurry of negative posts about Yango started to paint a worrying picture. Allegations ranged from overcharging and reckless driving to more serious claims of harassment. The challenge with social media is that it’s fast, emotional, and often lacks nuance. It became difficult to tell whether these complaints represented systemic issues, or isolated incidents amplified by the algorithm.
This prompted me to get to the root of the matter. I formally approached Yango for comment and asked for responses to some of the concerns being circulated online. To my surprise, the company not only responded in full but provided statistics that reflected both awareness and responsibility.
One of the first questions I asked was about Yango’s overall complaint ratio. According to the company, only 0.1% of all rides conducted over the last six months resulted in a customer complaint. Of those, 100% were resolved, with no outstanding issues pending, and the average resolution time was a striking 2.5 minutes. That kind of response time is virtually unheard of in Pakistan’s broader service industry.
When asked about harassment and misconduct, Yango laid out its process in detail. Any complaint involving inappropriate behavior from a driver is immediately escalated to a specialized support unit. This team contacts the rider, the driver, and the driver’s affiliated taxi park to collect all the facts. Drivers are blocked from accessing the app during this investigation. If they are found guilty, they are banned permanently. Yango confirmed that several drivers have already been removed from the platform for serious misconduct. These aren’t just internal procedures, they cooperate fully with law enforcement when required.
One of the more common gripes about ride-hailing apps across platforms is fare manipulation, drivers demanding more than what’s displayed in the app. Yango’s stance on this is categorical: overcharging is a violation of their terms and leads to immediate suspension following an internal review. The company urges passengers to use the in-app support to report any such incidents, promising swift action.
I specifically asked Yango how they were handling the recent storm of online criticism. According to their internal tracking, more than 97% of the negative social media posts targeting the company were either deleted after the company’s outreach or turned out to be unsubstantiated, either the complainants failed to provide evidence or stopped responding. While this still leaves room for genuine grievances, it suggests that a significant portion of the viral outrage may have been emotionally charged rather than fact-based.
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Still, Yango did not dismiss the concerns outright. Their official statement emphasized zero tolerance for misconduct and urged users to report any issues via official channels rather than relying solely on social media narratives. “Safety is a shared responsibility,” the statement read. “We are committed to taking all necessary steps to ensure that passengers feel secure and respected.”
What stood out during my investigation was Yango’s robust focus on rider safety. The app includes more than 25 safety features: real-time ride tracking, an SOS emergency button, route-sharing, and insurance for every trip. AI-driven tools monitor drivers’ behavior in real time to detect rash driving or signs of fatigue. Drivers also undergo a thorough onboarding process, where they must upload multiple forms of ID and undergo background checks before getting access to bookings.
Passengers can view driver ratings and even call their driver through an anonymized system, which ensures phone numbers aren’t shared. Features like “Trusted Contacts” and a “Safety Center” give riders the ability to alert family and authorities instantly if needed. For female passengers in particular, these tools offer a level of peace of mind not available in traditional transport modes.
Beyond functionality, Yango is trying to foster empathy and connection within its ecosystem. Their “My Dream” feature lets riders learn about their driver’s aspirations, and even contribute via in-app tips. It’s a small gesture, but one that humanizes the people behind the wheel. Their YangoCares programme goes a step further by rewarding top drivers with family outings and protective gear like helmets and car shades.
To improve driver welfare, the company has distributed over 4,500 helmets, 1,000 sunshades, and 100 umbrellas. They’ve also improved driver transparency tools, like showing passenger names before ride acceptance and offering a better incident-response setup.
Yango has also signed Memorandums of Understanding (MoUs) with public safety organizations like the Punjab Safe City Authority and Islamabad Capital Territory Police. These partnerships integrate local safety features, such as the Women’s Safety Helpline and Smart ICTP app, directly into the ride-hailing platform, streamlining the process of accessing emergency services.
After reviewing the data, speaking with Yango officials, and testing the app myself, I can say that the company is actively addressing the complaints being raised. Do all complaints vanish overnight? No. But is the system reactive, robust, and transparent? Largely, yes.
Social media has done what it does best, it raised the volume on public concerns. But that should be the beginning of a conversation, not the end. It is now up to platforms like Yango and the wider public to engage in honest dialogue, provide evidence when making claims, and build services that serve not just profit margins but people.
Yango’s operations are not perfect, and neither is the ride-hailing industry. But compared to the chaos of conventional transport, where accountability was often a luxury, these apps offer a level of control and safety that didn’t exist before. For millions of Pakistanis, that change is not just convenient, it’s transformative.
As journalists, users, and citizens, it’s our job to ask the tough questions. But it’s also our duty to report the answers accurately when they come.
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