Ride Advantage FAQs

Why add Ride Advantage?

Ride Advantage is a new product launched by Ola that offers you added protection for specific incidents resulting from an issue or a matter which may have occurred during a booking or during your ride which affect the quality of your experience in some way. The types of incidents covered by Ride Advantage consist of the following:

  • delays in pickup
  • loss to personal electronics or belongings if you leave something behind after your ride which you were not able to recover from our Lost & Found management system;
  • inconvenience incurred in recovering lost items from our Lost & Found management system;
  • missed flights caused by delays despite having scheduled to arrive at the airport within your airline’s recommended check-in time. 

Under Ride Advantage, you will either be reimbursed a fee or will receive a credit voucher as compensation for the inconvenience or your loss. The purpose of Ride Advantage is to offer you peace of mind and the certainty that you have a remedy in case something goes wrong.

What about my statutory guarantees?

Whenever you ride with Ola, we aim to provide you with a reliable service. Our matching system which facilitates rides provided by drivers to riders is designed to offer a great experience to our riders. 

If you experience any issues during a booking or during your ride such that our service is defective in some way, we will refund or replace such ride without any cost to you as part of your rights under the Australian Consumer Law statutory guarantees. However, our statutory guarantees are limited. For example, you will not be covered for any losses resulting from driver issues, technical app issues or traffic delays.

Ride Advantage is an extension of your statutory rights which covers you for losses which are not ordinarily covered by any such statutory guarantee.

What am I covered for?

Ride Advantage covers you for the following types of incidents:

  • delays in pickup
  • loss to personal electronics or belongings if you leave something behind after your ride;
  • inconvenience incurred in recovering lost items;
  • missed flights caused by unexpected delays despite having scheduled to arrive at the airport within your airline’s recommended check-in time. 

Ride Advantage is an extension of your statutory rights which covers you for losses which are not ordinarily covered by any such statutory guarantee.

Opting in or out of Ride Advantage

How to opt in to Ride Advantage

You can opt in to Ride Advantage by adding it when you book your next ride on your Ola app.  Alternatively, you can opt in from the profile section of your Ola app.

Once you have opted in to Ride Advantage, the Ola app will automatically include Ride Advantage for each Ola ride you book thereafter. 

You can easily opt out of Ride Advantage at any time by doing the following in your Ola app:

  • Go to My Profile
  • Click on Ride Advantage
  • Turn off the “Subscribe” toggle

Once opted out, you will not be able to receive any Ride Advantage benefits and the Ride Advantage fee will no longer be charged on any subsequent Ola rides booked by you.

Do I have to opt in to Ride Advantage each time I ride with Ola?

No. You are not required to opt in each time you book an Ola ride.

Once you have opted in for the first time, the Ride Advantage fee will be added each time you book a new Ola ride. This means that you will be covered for all subsequent rides with Ride Advantage unless you decide to opt out of the program.

How do I opt out of Ride Advantage?

You can opt out of Ride Advantage at any time by doing the following in your Ola app:

  • Go to My Profile
  • Click on Ride Advantage
  • Turn off the “Subscribe” toggle 

Once opted out, you will not be able to receive any Ride Advantage benefits and the Ride Advantage fee will no longer be charged on any subsequent Ola rides booked by you.

Can I cancel Ride Advantage for an existing ride?

No, you are not able to cancel Ride Advantage for any Ola ride that has already been booked by you before such cancellation. 

You may only opt out of Ride Advantage for your future rides by following the opt out steps listed in the FAQ “How do I opt out of Ride Advantage” above.

Managing my Ride Advantage

Where can I see my payment history for Ride Advantage?

If you have opted in to Ride Advantage, you will be charged a Ride Advantage fee for each eligible Ola ride. You can check the amount you have paid in your ride receipts which are available in the Ride History section of your Ola app.

Where can I view details about Ride Advantage?

You can view details about Ride Advantage at any time the My Profile section of your Ola app.

Claims

How do I make a claim?

For delayed pickups, you do not need to make a claim. If you are eligible to receive a benefit under Ride Advantage for a pickup delay in respect of an Ola ride, a coupon will automatically be issued to your Ola account. 

For other types of incidents, please follow the following steps to make a claim:

  • Go to Your Rides in your Ola app
  • Select the relevant ride
  • Then click on Support
  • Next select Ride Advantage
  • Then click on “I want to make a claim”
  • Click on the Claim Benefit link and you will be redirected to XCover.com where you can lodge your claim.

Who can make a claim?

You are eligible to lodge a claim for a benefit if:

  • you are a registered Ola customer
  • you are subscribed to Ride Advantage
  • you booked the Ola ride to which the claim relates through your Ola App and not through any other platforms including any current or existing third party vendor platforms
  • you have paid all fees and charges relating to the Ola ride and the Ride Advantage fee 
  • you are claiming a benefit in relation to a loss or expense incurred by you and not by any other persons including any co-passengers in the ride
  • you are entitled to make a claim under the Ride Advantage Terms & Conditions set out here

Who will process the claim?

Ola has partnered with Cover Genius Singapore Private Limited (201724322C) to manage and administer the end to end process of claims made under the Ride Advantage program through its claims management portal, XCover.com

Who can I contact for enquiries relating to my claim?

You will be able to contact Cover Genius Singapore Private Limited by logging into XCover.com and follow the prompts to contact them.

Terms and conditions

Where can I find the Ride Advantage Terms and Conditions?

All of Ola’s terms and conditions for riders including the Ride Advantage Terms and Conditions are located here.