Online ride-hailing drivers will be punished by the platform if they fail to make an appointment without reason, however, in the face of some penalties from the platform, some drivers say they can't accept it. Recently, Mr. Fu, a citizen, reported to our column that he was taking orders as an online car-hailing driver on the Xiehua travel platform, and recently he was supposed to pick up passengers to go to the high-speed rail station at the agreed time, but he accidentally encountered a car accident on the way. In a car accident, the passenger definitely couldn't pick it up, but he didn't expect to be fined by the platform in the end, which made him very annoyed.
On the morning of March 29, Mr. Fu, an online car-hailing driver, received a reservation from Huiyang Country Garden to the high-speed rail station. Mr. Fu immediately contacted the passenger to ask if he could wait, and at the same time reported to the platform at the same time.
Mr. Fu, an online ride-hailing driver: I was driving normally, and a motorcycle suddenly turned around and scratched the front of the car, and we also reported to the traffic police at that time. I was worried that the passenger would not be able to catch up with the time to take the high-speed rail, so I directly asked him to cancel it, or take a new car, and go to the station as soon as possible, and I also reported to the platform.
I thought that after reporting and friendly negotiation with passengers, I could be exempted from punishment. Unexpectedly, Mr. Fu received a penalty from the platform and was deducted 45 yuan for failing to take over the driver.
Online car-hailing driver Mr. Fu: It's completely unacceptable, I feel that the platform means that you grab this reservation order, no matter how much it is, no matter whether the fare is 100 yuan or 10 yuan, it is a deduction of 45 yuan at a time.
A fine of 45 yuan was deducted, which is equivalent to two or three hours of waste. The reporter saw in Mr. Fu's order appeal record that because he had complained twice about this matter, he provided photos and text descriptions of the traffic accident at that time, and the platform replied with only one sentence: "After manual review, your appeal was not passed". At this time, it shows that the order can no longer be appealed.
The reporter reported the situation encountered by Mr. Fu to the official customer service of Xiehua Travel, and the customer service replied after verification that the reason why Mr. Fu's appeal failed was because the accident photos he provided did not meet the requirements.
The official customer service staff of the Xiehua Travel platform: There must be two photos in the picture, one is a close-up photo, and the other is a photo of the distant view including the license plate number, and his complaint has not been provided. or provide objective evidence such as traffic police penalty letters, accident responsibility determinations, police receipts, trailer receipts, etc.
For the case that the appeal channel has been closed, the customer service suggests that the car owner can continue to give feedback through the official customer service phone, and after providing relevant objective evidence, the appeal can still be completed through the background.
The official customer service staff of the Xiehua Travel platform: If he has the corresponding evidence, we can directly upload the corresponding evidence and help him appeal.
Subsequently, the reporter continued to follow up and communicate, and the platform customer service said that Mr. Fu's 45 yuan would be returned immediately, and the refund would be completed within 3 working days.