CHANGING THE WAY WE MOVE

Mark Loughran

President and Deputy CEO, inDrive

As Nepal’s urban centres evolve and the need for accessible, affordable mobility solutions grows, global ride-hailing platform inDrive has entered the market with a mission grounded in fairness, empowerment and transparency. Unlike traditional ride-hailing models, inDrive stands out with its unique peer-to-peer pricing approach that allows passengers and drivers to negotiate fares directly. This not only offers cost-effective solutions for commuters but also ensures greater autonomy and earnings for drivers, a feature especially significant in developing urban ecosystems like Nepal’s.

At the heart of inDrive’s global mission is a commitment to challenging social injustice and providing equal opportunities for mobility and income generation. This principle, as emphasised by Mark Loughran, President and Deputy CEO of inDrive, is being brought to life in Nepal through localised strategies that enhance accessibility, sustainability and driver welfare. 

From introducing electric vehicle options and safety training to hosting mental health and financial literacy programmes, inDrive is actively working to create a more inclusive, responsible transportation ecosystem.

With extensive global experience and a keen focus on adapting to Nepal’s unique geographic and regulatory landscape, inDrive aims to become a long-term partner in the country’s growth journey. 

inDrive announced the appointment of Mark Loughran as its Group President in 2023. In this pivotal role, Loughran, reporting directly to founder and CEO Arsen Tomsky, is tasked with shaping and executing inDrive’s business strategy, scaling the company’s investments and new ventures, and optimising internal processes. His appointment coincided with inDrive's evolution into a multinational and multi-vertical organisation, a decentralised structure designed to promote agile decision-making and foster growth in new areas.

Loughran joined inDrive from Honeywell where he served as President for Central and Eastern Europe. Prior to this, he headed Microsoft's Commercial Cloud Business in Poland, overseeing a billion-dollar investment in digital transformation. His extensive career also includes leadership positions at global companies such as GlaxoSmithKline, Nokia and Pace International, and he has also managed his own consultancy, advising tech companies on consumer strategy and execution.

During his official visit to Kathmandu, Loughran shared these insights and the company’s broader vision in a conversation with Business 360. Excerpts: 

Why did InDrive decide to enter the Nepal market?

The decision to enter Nepal was driven by a very basic but important human need – mobility. People everywhere need to move from one place to another, and in doing so, they deserve options that are both convenient and affordable. inDrive saw that there was a clear gap in the market here in Nepal. Many people needed a more affordable way to commute, whether it was to work, school or anywhere else. We believed our model could help meet that demand.

And it is not just about passengers. One of the key principles of inDrive is to empower drivers too. Our platform allows drivers to keep 90% of their earnings – only a 10% commission goes to us. That is significantly lower than what most ride-hailing companies charge globally, which can be 20%, 30%, or even more. So, on one hand, we saw a need from the passengers for better transportation options, and on the other hand, we saw an opportunity to help drivers earn a better living. It is this balance of demand and opportunity that made Nepal a natural choice for us.

Besides the global mission, do you have a specific mission for South Asia, more specifically Nepal?

Our global mission is centred around fighting injustice and this mission applies equally in Nepal as it does in any other country. Injustice takes many forms. Sometimes it is about lack of access to affordable transport. Sometimes it is about people not having enough opportunity to earn a fair living. inDrive exists to challenge these kinds of inequalities.

In Nepal, we are applying this exact same principle. Our app empowers passengers to suggest the fare they are willing to pay and it gives drivers the freedom to accept that fare, negotiate or decline. This freedom of choice is essential. For passengers, it means affordability. For drivers, it means flexibility and control over their work. Our model brings fairness and transparency to a system that traditionally has not always felt fair to all parties involved.

With other ride-hailing services already operating in Nepal, what makes inDrive unique?

What really sets inDrive apart is the open pricing model and the freedom of choice for both passengers and drivers. Unlike other platforms where prices are fixed or calculated by an algorithm, inDrive allows passengers to propose the fare they are willing to pay. Then drivers can either accept that price, make a counter-offer, or simply decline.

This creates a real-time negotiation system that brings fairness to both sides. As a passenger, you will often receive several bids from different drivers. You can see their name, rating, type of vehicle, how far they are from you, and choose the one that best fits your needs. And from the driver’s perspective, they are not forced to take a ride if it does not make sense for them financially or logistically.

In short, it is about fairness, flexibility, and transparency – things that are very important to us, and things that we believe the people of Nepal deserve.

Nepal’s urban transport infrastructure is still developing. How do you see inDrive supporting smart and sustainable urban mobility here?

That is a very relevant question especially in growing cities. One of the challenges in urban transport is the lack of seamless connections between different parts of the city or between public transportation networks. For example, someone may live far from the nearest bus stop or train station, making it hard to use public transport effectively.

inDrive offers an affordable solution to bridge those gaps. We help people get from their homes to major transit points or from their final public transport stop to their doorsteps. This makes the entire journey smoother and more connected.

In terms of sustainability, we are also taking steps forward. Last year, we introduced a new ‘Comfort’ category in some of our markets that includes electric vehicles. We have already added a few thousand EVs under this category globally and we are working to bring more of them to countries like Nepal. We are committed to growing this segment so that passengers have the option to choose more eco-friendly rides, which helps reduce emissions and supports sustainable mobility.

Ride-hailing in Nepal is still largely informal. How is inDrive approaching regulatory and policy challenges in such a landscape?

That is very true and it is something we have experienced in many countries not just in Nepal. As a tech-driven mobility company, we are used to working in environments where the regulatory frameworks are still catching up with new models of transportation. Our approach is always to work closely with local regulators, authorities and policymakers.

We want to be fully legal, fully compliant and part of the formal transportation system. That is why we regularly engage with government officials to understand what they are trying to achieve and share with them the learnings from our presence in over 48 countries. In many cases, we are able to provide examples of how regulation has been successfully implemented in other countries, which can help guide the process here.

Ultimately, we believe in partnership. We do not see regulation as a challenge; we see it as a natural and necessary part of being a responsible business.

Do you see inDrive expanding to intercity or rural transportation in Nepal? 

Yes, definitely. We see a big opportunity in expanding both to more cities and into intercity travel. In other countries where we operate, we already offer intercity routes. For example, in Kazakhstan, our first country to launch intercity service, we now have over 1,300 active routes. That shows the potential of the model.

Nepal has a unique geography, which does make expansion more challenging. But it also makes the need for flexible transport solutions even more important. Many people have to travel between cities or from rural areas to urban centres and we believe inDrive can play a helpful role there. So, as we grow, we plan to expand to more cities and then eventually connect them. It will take time and planning, but it is very much part of our long-term strategy.

Data privacy is becoming an increasing concern, especially in South Asia. How does inDrive ensure that user data remains safe?

Data privacy is something we take very seriously. inDrive has a global data security system that is managed by a dedicated security team. Our systems are regularly audited and upgraded to make sure they are secure and compliant with international standards.

In each country, including Nepal, we also work to stay aligned with local data protection laws. If there is a data commission or regulatory body in place, we work with them to ensure that we are following all their requirements. We understand that our users trust us with their personal information and we do everything possible to protect that trust.

How is inDrive adapting its app and services for Nepali users, considering different levels of digital literacy?

One of our biggest goals is to make our platform easy and intuitive for everyone, no matter their level of tech experience. We are constantly researching how users in Nepal interact with our app and using that information to improve the user interface and overall experience.

Over the past year, we have made several improvements specifically aimed at making the app more user-friendly and we are not stopping there. We are also investing in improving location accuracy and increasing the number of ‘points of interest’ that can be selected as pickup or drop-off locations. For example, if someone is standing outside a hospital, the app should ideally guide the driver to the correct entrance, not just the general address. This kind of local optimisation makes a big difference in people’s daily experience and is something we are actively working on.

inDrive is part of the gig economy, and recently, UK courts ruled that drivers in such systems must be treated more like employees. What is inDrive’s take on this?

That is an important discussion. Let us start with how inDrive operates today. Drivers on our platform keep 90% of their earnings and they have full control over how and when they work. That is a huge contrast from some other platforms, especially those that charge commissions as high as 30% or more and do not allow drivers to see the destination or price before accepting a ride.
In some countries, like the UK, there have been rulings that aim to give drivers more rights and benefits. These often come in response to situations where drivers felt overworked, underpaid or trapped in rigid systems. But inDrive is built differently. Our drivers are not forced to accept rides – they see everything upfront, including the fare and destination, and they decide if they want to take it.

We believe in flexibility. Whether a driver wants to work full-time or just part-time, they should have the freedom to choose. Our model is based on openness and mutual respect, and we think that is what gives drivers real value. Of course, we also continue to monitor legal changes in different countries and where necessary, we adapt our model to comply with local rules. But we always try to stay true to our core principle: fairness.

What is your long-term vision for InDrive in Nepal?

Our long-term vision is to become a trusted, reliable and empowering platform for both passengers and drivers across Nepal. We want to expand to more cities, offer more transportation options including intercity and EV rides, and help improve the overall transport experience in the country. We want to work closely with local stakeholders, including the government, to ensure that what we do adds value to the communities we serve.

Nepal is a beautiful and dynamic country, full of potential. We are here to be part of its growth story and to help people move freely, affordably and safely.

In your current pilot in Nepal, what efforts are being made to empower and support local drivers? Are there any training programmes or schemes in place?

Yes, empowering our drivers is one of our key focus areas. We believe that drivers are at the heart of the inDrive platform and it is essential that they feel supported, valued and heard. In Nepal, we have established a local Driver Operations Team that works directly with our drivers. This team not only helps with onboarding but also focuses on their continuous growth and well-being.

We conduct regular safety training sessions, often in collaboration with the Kathmandu Traffic Police. These trainings help reinforce road safety, both for the drivers and for their passengers. Road conditions and traffic can be challenging, and staying up-to-date on safety practices is crucial.

But we do not stop at physical safety. Mental health is just as important. Our drivers spend hours on the road, often dealing with stressful situations, difficult traffic and tight schedules. So recently, we organised a mental health awareness session specifically for them. We wanted to give them tools to manage stress and prioritise their emotional well-being.

We have also run financial literacy programmes. These sessions help drivers better understand how to manage their daily earnings – how to budget, save and even invest for their future. This is about long-term empowerment, not just short-term gain.

Additionally, we offer soft skills training – how to interact respectfully and professionally with passengers, regardless of gender or background. These sessions promote empathy and communication, helping to build mutual trust between drivers and riders.

It sounds like there is a strong culture of care for drivers at inDrive. Can you share more about any incentives or rewards you offer?

At inDrive, we take pride in going beyond just bonuses or ride-based incentives. In the Asia-Pacific region, we try to ‘pamper’ our drivers – that is a term we use proudly. We frequently run campaigns and contests where drivers can win smartphones, motorbikes, TVs and more. These rewards are based on ride milestones but they also serve to recognise our drivers’ hard work.

We make sure that whenever drivers attend our events, they do not go home empty-handed. For example, during our traffic safety workshops, we award them with certificates and ‘Verified Driver’ badges from inDrive. These certificates not only validate their skills but also serve as symbols of professionalism they can proudly display.

More than that, our drivers know that they are being looked after. We discourage driving beyond 10 hours a day because we care about their health. Overworking can lead to fatigue, stress and poor performance, which affects everyone – the driver, the passenger and even road safety.

Another major factor is our low commission model. Compared to many competitors, inDrive charges minimal commission. That means our drivers take home more of what they earn. Plus, we operate largely on a cash-based system in Nepal, so payments are immediate. There is no waiting for bank transfers or deductions. It is simple and transparent.

From a customer perspective, how does inDrive ensure the safety and reliability of its drivers?

Safety is something we take extremely seriously. Before onboarding any driver onto our platform – in Nepal or anywhere else – we have a strict verification process in place. This includes checking vehicle documents, driving licences and most importantly, police verification.

We only allow drivers who pass this verification to start working with us. The police verification checks for any criminal background or prior offences. If a driver does not meet our standards, they are not accepted onto the platform until they resolve the issues and provide the right documentation.

We also provide training on how to behave with passengers. Respect and professionalism are non-negotiable values for us. And to maintain accountability, we have built a two-way feedback system. Passengers can rate drivers and just as importantly, drivers can rate passengers too. This mutual system creates a balanced and respectful environment for everyone.

Our verification process is rigorous. We want every parent, child and individual to feel safe the moment they step into an inDrive vehicle. We never compromise on background checks. Every driver has to go through police clearance and document verification.

But we go beyond paperwork. We train our drivers in respectful behaviour and ethical conduct. If we find anyone behaving inappropriately or receiving negative feedback from multiple passengers, we take immediate action, from warnings to permanent removal from the platform, depending on the severity.

Does inDrive have any CSR initiatives planned for Nepal? Especially with global conversations changing around social responsibility?

At inDrive, we do not see social impact as an add-on. It is at the core of who we are. Our global mission is to fight injustice and that includes giving back to the communities where we operate.

We have a dedicated global initiative called inVision, which focuses on four key areas: education, sports, the arts and technology. One of our proudest achievements is launching a free university in Kazakhstan. This university offers degree-level education at no cost and students are also taught entrepreneurship and how to support their local communities.

In Nepal, we have already supported post-disaster rebuilding efforts, helped families restore homes, and even participated in the Kathmandu Marathon, not just as a sponsor but with real engagement from our driver community and their children.

We also believe in the power of sports. We are launching a Ride to Donate campaign in Nepal, where a portion of every third ride will go towards building sports facilities in local schools. Sports are not only good for health but also help keep children focused and disciplined, often improving their academic performance.

We are also deeply involved in the arts. Our Alternativa Film Awards, held annually in different countries, give independent filmmakers from emerging regions a global platform. Last year, a powerful Nepali film titled Devi was shortlisted. The film was so impactful that it even influenced a legal change in Nepal. It is proof that storytelling can drive real change.

We are now preparing to host a screening of Devi in Nepal, along with workshops on filmmaking, storytelling and entrepreneurship. We want to keep supporting local talent, not just in film but also in technology. Our awards for women entrepreneurs and tech startups will soon be open to more participation from Nepali innovators.

Are there any future plans to expand the services offered by inDrive beyond just ride-hailing in Nepal?

While we do not have a formal announcement to make right now, the short answer is yes, we are definitely looking to expand. Globally, we have already started moving beyond ride-hailing. For example, we recently acquired an e-grocery delivery service in Kazakhstan. This is part of our broader vision. inDrive is building an ecosystem of services that empower local communities. So, in the future, Nepali users can expect new offerings beyond rides, possibly delivery services, freight, intercity transport or even job platforms. But as always, our expansion will be thoughtful and based on real local needs.