• Customers who use ride-share app services highlight consistency, fairness in use, safety, professionalism, and accountability
• Traditional three-wheeler drivers lament fare undercutting

In the final two weeks of December, three-wheeler drivers at major tourist hubs such as Ella, Weligama, and Sigiriya renewed protests against app-based ride-hailing platforms, including PickMe and Uber, claiming that the rapid expansion of these services was steadily eroding their livelihoods. 

Sri Lanka’s transportation sector has been lagging for decades, and with a large volume of three-wheelers in the island with little or no centralised regulatory body, the industry has, over the decades, morphed into a system of its own. 

Many Sri Lankans have a love-hate relationship with traditional three-wheeler operators, as they are an indispensable part of day-to-day travel, while three wheelers have also become a law unto themselves. Passengers who have little choice but to use the omnipresent three-wheelers for short-range travel and essential runs have long had a myriad of complaints against them.

For too long, law enforcement agencies, motorists, and pedestrians have voiced their concerns about the on-road conduct of three-wheeler operators – an industry issue that has not been effectively addressed.

Woes of the tuk-tuk mafia

While the protests have varied by location, the underlying grievances were largely consistent: fare undercutting, unregulated competition at designated taxi stands, and the gradual displacement of locally registered operators by app-based vehicles. 

In Ella, three-wheeler drivers claimed that they operated with approval from the Pradeshiya Sabha and were required to function from designated parking areas. They argued that this regulated system was being undermined by app-based taxis, often private or luxury vehicles, that pick up passengers near official stands at significantly lower prices.

Fare disparities were cited by those protesting as a central concern. Protesting drivers pointed to app-based fares of around Rs. 270 for routes where three-wheelers typically charge close to Rs. 800, arguing that such differences made competition impossible, particularly in tourist areas where foreign visitors naturally opt for cheaper, app-based options.

Similar tensions have surfaced in Weligama, where drivers accuse app-based operators of intimidation and aggressively approaching tourists at traditional taxi stands. However, such claims have not been independently verified. Some claim that app-based drivers claim protection due to their registration status, creating an atmosphere of exclusion. Some called for State intervention, including the introduction of a State-run taxi service, warning of larger protests if authorities fail to act.

In Sigiriya, protests were further driven by rising operational costs. The drivers lament that the price of a three-wheeler has risen to nearly Rs. 2 million, often financed through high-interest loans. With reduced earnings due to app-based competition, many said they were struggling to repay debts and support their families.

While local authorities acknowledged that app-based taxi services were legally recognised and could not be banned, they indicated that administrative measures could address issues such as improper parking and congestion. 

Traditional three-wheeler operators argue that they are bound by local approvals and fixed stands, while app-based services benefit from flexibility and technology. At the same time, the growth of app-based transport has been fuelled by long-standing passenger dissatisfaction with inconsistent fares, overcharging, and weak accountability.

Although these incidents briefly dominated media coverage, the core questions remain unresolved, particularly those relating to passenger rights and the absence of a coherent national regulatory framework.

Passengers’ views

Passengers who spoke to The Sunday Morning raised concerns over unregulated pricing in the local taxi sector and persistent safety issues, particularly for women and late-night travellers.

Mayuri de Silva, who spoke to The Sunday Morning, said app-based taxi services were largely fair and transparent, noting that they offered a sense of predictability that was often absent in traditional taxi services. However, she pointed out that problems tended to arise during rainy weather, when demand surges and passengers are often forced to rely on metered taxis instead. 

She highlighted the use of location pins as a key advantage of app-based platforms, especially when travelling to unfamiliar destinations in Colombo. “All you need is a pin, the name of the place, or a landmark, and you can get there without any hassle,” she said, adding that this feature was closely tied to her personal safety as a woman, including when travelling at night. 

In contrast, she noted that bus travel required passengers to navigate routes along the way, while ordinary three-wheelers frequently took longer routes and charged excessive fares. 

De Silva stressed that safety remained a major consideration during late-night travel. “Even if you’re travelling at 1 or 2 a.m., there isn’t much of a safety concern with app-based taxis,” she said, describing this as one of the main reasons for her preference. She added that the same issues and considerations applied when travelling outside Colombo. 

Another regular passenger, Thishum Ekanayake, said passengers should have the right to decide both how they travel and how much they pay based on distance. “I don’t like paying more for the same distance,” he said, adding that he had used app-based taxi services for long-distance travel to Galle, Matara, Kalutara, and Kandy for many years.

Ekanayake said he had repeatedly confronted three-wheeler drivers operating without meters and had, on several occasions, defended app-based taxi drivers during such disputes. “As a passenger, I shouldn’t have to go through unnecessary conflict just to choose my mode of transport,” he said, explaining that this was why he preferred app-based services.

However, he acknowledged that during periods of heavy rain, metered taxis were often the only reliable option. He added that he turned to other three-wheelers only as a last resort, often at significantly higher costs, an experience he described as both frustrating and unfair.

In a separate observation, both passengers stressed that complaint-handling mechanisms related to the conduct of app-based drivers had to be better regulated and more transparent. They noted that it was relatively easier to contact locally-operated app-based taxi services when concerns arose. However, engaging with international platforms such as Uber is far more difficult, as passengers are often directed to lodge complaints solely through the app.

According to them, these complaints rarely receive proper follow-up, leaving passengers with the impression that their concerns are not taken seriously. They also pointed out the absence of clear updates on the status of inquiries or outcomes of investigations.

Both passengers argued that such gaps highlighted the need for a State-regulated oversight mechanism to monitor complaint handling, ensure accountability, and protect passenger rights across all app-based taxi platforms operating in Sri Lanka. With ride-share apps, passengers want more accountability – especially about the behaviour of the drivers and availability of vehicles.

This issue arises repeatedly and it is the duty of the Government to introduce effective regulatory systems to govern such transport operations. Sri Lanka can ill-afford a ‘tuk-tuk mafia’ that threatens to breach the law. Nor can it afford to see the digitalisation drive and its benefits to the public stall. Therefore, the Government must act quickly to create a fair and modern regulatory framework for the industry.

Drivers’ side of the story

Speaking to The Sunday Morning, several drivers working with app-based taxi services voiced concerns over high commission margins imposed by the companies.

“We are helpless in this regard. The companies set the commission and we have no say in it. Even though we are the primary source of income for these companies, we are often sidelined with no rights,” said Thevarajah, a three-wheeler driver from the Colombo suburbs. 

“I’m from Nuwara Eliya. My family comes from the plantation community. Since the income back home wasn’t enough, I moved to Colombo. I usually drive day and night for three weeks and return home during the last week,” he explained. 

Thevarajah added that, while he earned a decent income, drivers like him often felt neglected. “We also deal with passengers who try to scam us or are rude. In these situations, the companies tend to side with the customer and overlook our rights as drivers. In some areas, we also face harassment from other three-wheeler drivers in designated parks, but there is no protection for us in such instances,” he claimed.

Box 1

Head

‘Government must step in’

“Recent conflicts among three-wheeler drivers in places such as Ella, Weligama, and Galle are not isolated incidents. They are the direct result of a regulatory vacuum that has existed for decades. Although the National Transport Commission (NTC) was established in 1991, three-wheelers were long treated merely as ‘ancillary transport services’ and left without proper regulation. 

“Even though the NTC was granted authority to regulate the sector in June 2023, the Government has been effectively sleeping on enforcement, and a complete regulatory framework is unlikely to be in place before early 2026. 

“What many fail to understand is that 99.9% of three-wheeler drivers are not labourers but small-scale entrepreneurs. They invest their own money, take loans and leases, and assume financial risk to provide a public service. The absence of professional recognition has stripped drivers of their dignity and social standing to the point where many feel ashamed of their profession, and even their families are affected by the industry’s poor image. 

“While our industry is one of the most digitised in the country, app-based systems can conceal serious inequities. There are allegations that some companies manipulate distance calculations, charging for a full kilometre when only 800 or 900 metres are travelled, while imposing high commissions that leave drivers with very little income despite so-called fixed rates. Without State-mandated standard meters and transparent fare displays in every taxi, neither passengers nor drivers are protected, and justice and fairness cannot exist. 

“Our proposal is not limited to meters alone. We are calling for a complete package of reforms, including legal recognition through professional identification, proper insurance and pension schemes, and clear infrastructure standards such as ‘taxi’ boards and external fare displays. The Government must stop its delaying tactics and fulfil its responsibility to create a disciplined, regulated environment. If the State provides the proper framework, the system itself will ensure professionalism among drivers and fair treatment for passengers.” 

– All-Island Three-Wheeler Drivers’ Association President Lalith Dharmasekara

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‘In Ella, local power is stronger than the law’

“Even though the current Government promised to bring back the rule of law, popular tourist spots like Ella, Dambulla, and Galle have become hubs for local thugs and transport mafias. While drivers for apps like Uber and PickMe are getting attacked in broad daylight and passengers are left stranded, the Police and the Government are just standing by like they are blind. This is not just a small personal argument; it is a full-blown transport mafia that enjoys political protection. 

“The recent National Transport Commission (Amendment) Act passed in 2025 is nothing but a lie that will not fix anything. Passengers still have no safety and no idea if they are being charged fairly. This is why our association drafted a passenger rights act to bring some order to this chaos. Our proposal includes Section 4, which gives every passenger the legal right to know the fare, the driver’s details, and the route before they even start their journey. This should be mandatory for both apps and traditional three-wheelers. Then there is Section 7, which ensures everyone can travel without being harassed. If a driver or anyone else threatens or hits a passenger, the regulator should have the power to cancel their licence immediately.

“Section 12 of our draft makes it illegal for drivers to refuse a passenger based on where they are going or how they want to pay. It also bans those illegal ‘no-go zones’ that local groups try to enforce against app-based services. Furthermore, Section 15 requires a 24-hour independent unit to handle complaints instantly. Instead of waiting months for the Police or a slow commission, this unit would have the power to issue fines and get compensation for the passenger right away. This bill is designed to protect everyone using buses, trains, and taxis by creating one fair set of rules for everybody.

“The main problem right now is that our laws only really look at buses and ignore the fights between app-based transport services and three-wheelers. Existing rules are made for owners and officials, not for the people actually travelling. In places like Ella, local power is stronger than the law because the commission does not have the power to act on the spot. On top of that, the Government is still using outdated rules from the ’90s that do not understand things like GPS, digital payments, or data privacy.”

– All Ceylon Bus Passengers’ Association Convener Vimukthi Dushantha Rawanasinghe

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‘Introduce a nationally regulated fare system’

“It is very clear that app-based taxi services are providing passengers with a fair service; then there is no question that the three-wheeler mafia which charges arbitrary fares at will must be defeated. If the question is whose side should be taken at this moment, I am firmly on the side of app-based taxi services.

“However, there is another important issue to consider. App-based taxi services are not available everywhere; they mainly operate in urban and suburban areas. If you take places like Dambulla or other remote and tourist regions, the people who operate three-wheelers there depend entirely on that work for their livelihood. They do not have alternative income sources, and in many of these areas, tourists and locals rely heavily on three-wheelers for transport.

“When app-based services enter such areas, passengers naturally choose the option that benefits them most. We all do the same. As a result, three-wheeler drivers who depend on them for survival are affected. But that does not, in any way, justify charging Rs. 800 for a trip that should cost Rs. 270.

“That is why my proposal is to increase competition further. App-based services do not reduce fares to operate at a loss, nor do they earn excessive profits. As more platforms enter the market, competition increases and passengers gain more options. This is why even fare bidding has now become part of the system. 

“What is required now is regulation by the Government. I am not saying the fare should be Rs. 45 or Rs. 60 per kilometre, but charging Rs. 250 per kilometre cannot be allowed either. There must be a properly calculated upper limit. While no one can be forced to operate at a lower rate, an upper price cap must be imposed. This system must be regulated.

“A proper meter system should be introduced through a gazette notification or an amended regulation. In other countries, whether you hail a taxi on the street or book through an app, the fare is clearly displayed on the meter at the end of the journey. You know approximately how much the trip will cost. A similar system must be applied in Sri Lanka.

“Sri Lanka already has three-wheeler associations at national and regional levels. Even at village-level three-wheeler parks, there are rate cards clearly displaying fares from one location to another. A nationally regulated system, either through a Government-backed app or mandatory meters, must be introduced and enforced.” 

– Samith Bodhipaksha, a passenger

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Drivers operating legally should be able to work without fear: PickMe

Responding to questions posed by The Sunday Morning, PickMe said the recent tensions involving three-wheeler drivers in tourist hotspots had highlighted significant challenges within the transport sector, particularly regarding driver safety and legal enforcement. 

PickMe emphasised that protecting drivers began with the strict enforcement of existing laws, as intimidation and the blocking of drivers were illegal acts that threatened public order and livelihoods. 

To address this, the company advocates for a visible and regular Police presence in these areas to ensure authorities can respond quickly to reports of harassment or obstruction. Furthermore, PickMe suggested that traditional drivers should be supported through this transition with training on ride-hailing apps and digital platforms, which can offer more stable income and better access to passengers. Ultimately, any driver operating legally should be able to work without fear, pressure, or threats.

As of 2025, PickMe maintains an active base of over 100,000 independent drivers islandwide, covering a range of vehicles including three-wheelers, cars, bikes, and trucks. Participation is entirely voluntary, allowing drivers to engage flexibly based on location and demand patterns. 

While the platform aims to complement existing transport modes, its coverage varies across the country. There is a strong presence in the Western Province and major urban centres such as Gampaha, Kandy, Galle, Jaffna, and Anuradhapura. However, coverage in certain tourist locations remains ‘artificially constrained’ because intimidation and obstruction discourage drivers from operating there, despite clear passenger demand.

Currently, there is no State authority regulating the app-based taxi companies or the broader three-wheeler sector. In the absence of a formal State mechanism, PickMe manages passenger safety through internal systems, including in-app reporting, call centres, and an SOS feature. Every trip is digitally recorded, allowing the company to review complaints based on factual data and take appropriate action according to company policies. 

Looking ahead, the company said it plans to improve safety by strengthening monitoring systems, speeding up response times, and working more closely with authorities to address risks proactively rather than reacting only after incidents occur.