Before the Spring Festival this year, Ms. Liu, who embarked on her journey home from Shanghai, encountered a bizarre taxi ride.
She booked a sunshine ride-hailing car on a well-known platform 2 days in advance, and at 4:32 a.m. she went from Yangpu District to Pudong Airport to catch a plane, although she drove her mobile phone to navigate halfway, but the driver "insisted on going its own way" on the way to Chongming.
The most devastating thing is that this new energy tram drove to the halfway point and ran out of electricity, broke down and stopped on the Yangtze River Bridge, leaving Ms. Liu who missed the plane in the wind messy...
Outrageous: going to Pudong Airport becomes going to Chongming
Before the Spring Festival, Ms. Liu was ready to embark on a journey home, and her original mood of happiness and anticipation became extremely depressed because of an outrageous taxi experience.
A long time ago, Ms. Liu booked a ticket from Shanghai to Guangzhou on January 28, because the plane took off at 6:55 a.m., Ms. Liu in order to be able to rush to Pudong Airport in time, 2 days in advance on a platform to book an online car, the service provider for sunshine travel, and the driver agreed to pick her up at 4:30 a.m., the address is in Yangpu District, Xinjiangwan City, a community.
I originally ordered 5 o'clock in the morning, but I was afraid that it was too late, so I changed it to 4:30 a.m. ”
Ms. Liu said that on the evening of January 26, when she and the driver called to change the time, the other party cheerfully agreed, and no unpleasantness occurred.
On the day of departure, at 4:20 a.m., the driver called Ms. Liu and said that he had arrived at the pick-up point, and then Ms. Liu also got into the online car at 4:32.
The original driving route was from Wuzhou Avenue to Shanghai Ring Expressway, but half an hour after the car was driven, Ms. Liu suddenly found that something was not right.
To catch a plane at Pudong Airport, the driver drove in the direction of Chongming Island
"I saw that the driver drove the wrong way and actually drove in the direction of Chongming Island." Ms. Liu said bluntly that the driver did not seem to be able to distinguish between the ramps and the navigation was not easy to see.
However, the matter has reached this point, after finding the wrong road, Ms. Liu had to remind the driver that because she entered the Yangtze River Tunnel, she could only find an exit on Changxing Island, and then turn around and return.
However, after arriving at Changxing Island, the driver still did not drive out of the correct ramp, but drove forward vigorously, even if Ms. Liu reminded three or four times, the driver was indifferent.
He (the driver) kept whispering "ah, I drove the wrong one".
Ms. Liu said that during the whole process, the driver did not take her words, perhaps afraid that Ms. Liu would blame him, and in the end, the car drove on the Yangtze River Bridge and drove directly to Chongming Island.
Seeing that the time is close to 5:30, Ms. Liu has not had time to worry about whether she can catch the plane, and new problems have appeared again...
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The car was not thrown on the Yangtze River Bridge
The online car that Ms. Liu booked was a new energy all-electric vehicle, and when the car was driving on the Yangtze River Bridge between Changxing Island and Chongming Island, the car suddenly broke down and stopped in the middle of the road.
"It's so scary that it stops in the middle of the road on the highway." It was not until Ms. Liu spoke out to remind her that the driver restarted the car and parked it on the side of the road.
Subsequently, Ms. Liu learned from the driver's mouth that the car was not fully charged before departure, and the remaining power displayed was only enough to run more than ten kilometers, while the driver said, "This is all some virtual electricity, can not run."
The car eventually broke down at the Yangtze River Bridge because of lack of electricity
At that time, Ms. Liu was still more than 40 kilometers away from Pudong Airport, and with the need to make a U-turn on Chongming Island, a total of more than 60 kilometers was reached. Ms. Liu said she was only 43 kilometers from her residence to Pudong Airport.
"The driver didn't do anything, just swear at that." During the period, the driver was still trying to contact the customer service on Sunshine Travel, but because the time was still early, no one responded at all, and at the strong request of Ms. Liu, the driver chose to call the police.
The smoking car that broke down was towed onto the trailer
After more than 20 minutes, the police arranged a trailer to pick up Ms. Liu and the driver, and after taking them to Chongming Island, Ms. Liu and the driver separated, and it was almost 7 o'clock in the morning, and Ms. Liu's plane home had taken off.
At that time, I was very speechless and did not want to say a word to the driver.
Waiting at the entrance of the Chenhai Highway toll station, Ms. Liu replaced a taxi platform and placed an order to go to Pudong Airport, but waited for more than ten minutes, and no one answered the order.
In desperation, Ms. Liu tried to ask the trailer driver, who introduced her to a friend who took Ms. Liu to Pudong Airport.
It was not until 8 o'clock in the morning that Ms. Liu arrived at Pu Airport.
Ms. Liu had to change cars and rush to Pudong Airport
To this end, Ms. Liu re-spent 698 yuan to buy a ticket, but after explaining the reason to the airline, the other party fully refunded the 615 yuan ticket fee of the flight that was missed before, and only lost the difference of 83 yuan before and after.
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"Can't even exchange an apology?"
"I hope to be able to get a text statement and apologize to compensate me for the fare of 350 yuan and the difference in ticket price of 83 yuan." Ms. Liu said that since the day she returned home, she has been trying to complain to Sunshine Travel and a certain aggregation taxi platform.
However, during Ms. Liu's complaint, the aggregation taxi platform also confirmed the "outrageous" online ride-hailing order, automatically deducting a fee of 117 yuan, and when Ms. Liu raised questions to the customer service staff, the other party not only did not explain the reason, but also hung up the phone.
However, after 2 days, neither Sunshine Travel nor a certain platform agreed to Ms. Liu's appeal.
One of the reasons for refusing Ms. Liu was that the passenger's flight time was 6:55, and the appointment was 5 o'clock to board the bus, and there was no sufficient 2-hour departure time.
Ms. Liu claimed to have received a call from the driver at 4:20 a.m. and departed at 4:32 a.m
"My actual departure time was 4:32 and the driver was informed and arrived on time." Despite Ms. Liu's explanation, Sunshine Travel and a platform did not adopt it, but said that they would compensate Ms. Liu with a taxi coupon of 100 yuan considering the user experience.
In this regard, Ms. Liu felt that it was difficult to accept, and she could not even exchange an apology for a missed trip and more than a dozen times of communication.
In order to protect her rights and interests, Ms. Liu called the 12345 citizen hotline to complain, and it was not until February 1 that Ms. Liu received a call from the customer service staff of a platform.
"This time I agreed to compensate, but the textual apology was still not." The platform's customer service staff told Ms. Liu that for the driver involved, the platform will require him to suspend his post for a period of time and re-participate in the assessment until he meets the requirements before he can take up his post again.
Although the complaint has come to an end, Ms. Liu still has many doubts.
"How do they (Sunshine Travel and a platform) screen service providers and drivers?" Ms. Liu is very strange, the driver she met is so unprofessional, does the platform have a corresponding mechanism for assessment and screening; secondly, after the passenger encounters a problem, what regulatory measures does the platform have for service providers and drivers?
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The compensation has been refunded to the passenger
On February 11, the staff of Sunshine Travel told reporters that in response to the situation encountered by Ms. Liu, they had communicated with the other party many times and called Ms. Liu with 433 yuan in compensation.
As for the driver who served Ms. Liu, Sunshine Travel has imposed a permanent offline penalty, the driver will not be able to take orders in Sunshine Travel in the future, and at the same time, the driver's information will be transmitted to other taxi platforms for the other party's reference.
"When the driver insists on deviating from the navigation route, the platform will also have a corresponding mechanism to punish the driver." The staff member said that if the passengers miss the plane because of the driver, the penalty for the driver will be increased, and even the line will be permanently taken off the line.
The above-mentioned staff of Sunshine Travel said that before the driver enters the platform, there will be a corresponding assessment, and during the service period, random spot checks will also be carried out, and the assessment is generally divided into several categories, involving safety, service, emergency disposal and so on. When the driver accepts the online assessment, there will be face recognition and other methods to avoid cheating in the examination, and after the driver passes the examination, the assessment is carried out irregularly, and only after passing the assessment can he continue to receive orders, and the frequency of the assessment is about 3 to 4 times a month.
In addition, the staff of Sunshine Travel stressed that once they complain on an aggregate taxi platform, the platform will also deduct points for them accordingly, affecting their priority of taxi on the platform and many other aspects.
On the same day, the reporter contacted the staff of a certain aggregation taxi platform, and the other party said that for third-party service providers like Sunshine Travel, there is a set of screening and assessment processes within the platform, but it is not convenient to say to the outside world.
"Because there are so many problems that occur on driver and passenger orders, we tend to deal with them on a case-by-case basis." The staff member said that they will classify various complaints, and then analyze and resolve them according to the specific situation. For example, if a passenger does not catch a taxi and then complains to the platform, one of the factors that the platform first verifies is whether the passenger has departed 2 hours early.
"(Of course) the rules are like this, but we're not going to be so rigid." The staff member said that once the passengers encounter problems, they will definitely intervene in the investigation and verification, and then make corresponding solutions to try to meet the reasonable demands of the passengers.
Source: Morning News Weekly APP reporter Chen Quan
Image source: Courtesy of the reader
Source: Thoughtful Shanghai