Mumbai YouTuber injured during Rapido ride, has jaw, chin surgery. Company responds

Sonjanaa Gupta said that she has been advised bed rest for two months. (Image credit: @iamsonjanaagupta/Instagram)

A Mumbai-based YouTuber's account of an accident during a Rapido bike taxi ride has been doing the rounds on social media. In the Instagram reel, Sonjanaa Gupta shows how she got bloodied and ended up with a broken jaw after the accident, which occurred on November 5. The digital creator claimed that despite suffering severe facial injuries and emotional trauma, Rapido did not help her with the insurance.

“What was supposed to be a normal morning turned into one of the scariest days of my life," Gupta wrote on Instagram. "I went through jaw and chin surgery, days of pain, and emotional trauma but what’s worse is that there’s been zero response from Rapido even after applying for the insurance claim they promise riders and passengers.”

Gupta said that her parents had to rush from Pune to help her and that she has been advised bed rest for two months. She also clarified that her intention was not to seek sympathy but to highlight accountability gaps in app-based ride services: “I’m sharing this not for sympathy, but so people know what really happens behind the scenes when you trust an app, and things go wrong.”

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A post shared by Sonjanaa Gupta | Youtuber (@iamsonjanaagupta)

Rapido expresses regret

Rapido issued a statement expressing regret over the incident. “Hi Sonjanaa, we sincerely regret the incident during your ride and understand the distress it may have caused," it commented on the reel. "Your safety is our top priority, and we take this matter very seriously. As discussed during our call, you have got all possible support, including assistance with medical needs and insurance claims.”

But, the YouTuber disagreed. “You’re talking as if all my medical and insurance support has already been taken care of, but it’s been over 12 days, and we haven’t received any help from your side," she replied. "Instead of saying ‘we’re always here for you,’ please just process my insurance claim and contact us asap!”

Reel sparks discussion on safety

The incident sparked debate on rider safety and helmet standards. Users criticised Rapido for allowing riders to use inadequate “topi wale” helmets, urging the company to mandate full-face helmets: “Rapido, please make it mandatory for riders to carry FULL FACE HELMETS, not those topi wale helmets which basically do NOTHING.”

Others emphasised personal responsibility. “You should always wear a helmet, why are you waiting for Rapido to provide a helmet? The topi walla helmet that the Rapido riders give is of no use. Get a good helmet and don’t ever get on a bike without one, said one Instagram user. Another added, “Helmets are a MUST! Full-face helmets, in particular, can be a lifesaver. Don’t rely on services like Rapido for helmets – it’s your personal responsibility.”