Kolkata’s taxi industry has changed drastically from street-hail, unorganized taxi format to app-based rides being used in all walks of life. Today, Taxi market is very modern and provides number of benefits to its users in terms of convenience, comfort, estimated travelling time, real time information, economy and safety. E-hailing of cabs has become an essential element of metropolitan cities and they provide more customer value than most of the traditional taxi services. For this paper, data has been collected from 100 respondents from the city of Kolkata with the help of structured questionnaire. The purpose of this paper is to study various factors that influence the riders’ behaviour while hiring an app -based cab and the consumer reaction to the App Based Cabs compared to Traditional Taxis. We study how both the players are marching to keep themselves on top and what appeals the citizens of Kolkata. We also study the different factors responsible for consumer preference and also the reasons for their dissatisfaction.The study also reveals the reasons for the multi changing taxi industry in Kolkata and the impact on Yellow Taxis.The market became competitive and consumers became more demanding. Now companies are using various strategies to increase customers as well as to retain their old customers.We also look at the steps both the players have taken for post covid-19 situation and how they plan to keep their riders and drivers safe. Through the study we try to come up with solutions and steps the service providers need to take to ensure that the customers face no issues and have no complaints and also how to save the dying part of Kolkata culture.