Online ride-hailing driver ran 40 kilometers and canceled orders. Didi responds: subsidies and penalizes drivers

Recently, a “Shenzhen online ride-hailing driver was canceled after waiting half an hour to pick up passengers on a long distance” incident has sparked heated discussions among netizens.
The online video showed that the Didi driver drove nearly 40 kilometers to reach the position of the female passenger, but the female passenger cancelled the order because he was dissatisfied that the driver did not take the initiative to help put the luggage.

In this regard, Didi released a relevant statement tonight. Didi restored what happened: On April 13, the Shenzhen Express driver, Master Zhang, grabbed the passenger’s express order booked through an enterprise-level account. The scheduled departure time was 8 am on the 14th. On the 14th, Master Zhang departed from home to pick up the passengers. The driving distance was 36.5 kilometers. He arrived at the passenger’s departure point at 7:39 am and waited for the passengers from 38 minutes to 8:17. The passenger cancelled the order because he was dissatisfied that the driver did not take the initiative to help carry the luggage. While waiting for passengers, Master Zhang sent multiple messages to passengers through the Didi App.8 calls made , One time at 7:55, the passenger asked the driver to drive into the hotel, one time at 7:58, the driver and the passenger negotiated to change the pick-up time to 8:10, and the other 6 calls were missed by the passengers. According to the rules of the platform, the cancellation fee of this order is 21 yuan after the passenger is late and the passenger has to pay the cancellation fee immediately and give the full amount to the driver. Regarding carrying luggage for passengers, although the platform rules do not have uniform mandatory requirements for express drivers, we hope to provide passengers with better services. We hope that the masters will take the initiative when encountering large luggage, and we recommend that passengers take the initiative when they need help Ask the driver for help. In actual situations, many driver masters do take the initiative to help when they see passengers carrying suitcases. In addition, Master Zhang mentioned that after arriving at the pick-up location, he had “argued with the security three times” while waiting for the passengers. We put ourselves here and thought about this issue from the perspective of Master Zhang. It may be that Master Zhang stayed near the hotel entrance for a long time while waiting for passengers, which affected the work of security. Here we also apologize on behalf of Master Zhang. We also call on the drivers and masters to abide by the traffic rules and not to park randomly. At the same time, we appeal to the whole society that sometimes the driver masters may temporarily occupy parking lot or roadside resources while waiting for passengers. Please give us some tolerance and convenience. We have contacted Master Zhang, and considering that Master Zhang has a long empty distance, we will provide Master Zhang with relevant subsidies. At the same time, I also talked with Master Zhang. Although we understand that Master Zhang is very wronged and angry, we did not provide good car service to passengers this time. In addition, the appointment order is not dispatched, and the driver voluntarily grabs the order. Therefore, the driver has a long distance to pick up and drive, and the passengers do not know it beforehand. At present, this incident has received widespread attention from all walks of life, and it has also caused some trouble to passengers. At present, the platform has received complaints from the driver from the passenger entering the customer service line, saying that he was insulted by the driver and asking the platform to punish the driver. We have informed and warned Master Zhang not to insult passengers or disseminate users’ personal information without authorization. According to the platform rules, Later, Master Zhang will be given corresponding education and punishment. Didi emphasized that when going out, safety is the first priority and kindness is the most important thing. We call on everyone to respect each other, tolerate each other, and be convenient for others. We will also continue to work hard to prevent any side of the driver from being wronged, and continue to improve the fairness and reasonableness of the platform rules. You are also welcome to provide feedback and suggestions.