On the evening of May 12, @滴滴出行作出情况说明, saying that on May 11, users reported that "I woke up and suddenly received Didi's sky-high orders", and the platform's customer service failed to deal with the relevant problems in a timely manner, and we are very ashamed of this and sincerely apologize to users.
The passenger's stated order time is October 22, 2017, the estimated mileage is 1.588km, and the amount should be 14 yuan, but the bill amount is 1414 yuan, and the bill is incomplete.
After verification, there was an abnormality in the cost of the order, and the preliminary judgment was that it was caused by the driver's misinput twice at that time. We're sorry, but the customer has been contacted again and the booking amount has been modified.
Didi will continue to improve and improve its product capabilities. At present, when there is an abnormality between the taxi driver's input fare and the actual mileage and estimated price, the platform will intercept it and remind the driver to check the fare. In addition, users who have activated passwordless payment do not need to worry, if the fare is abnormal, Didi will intercept the bill and will not pay it automatically, and the passenger must manually confirm and pay.
In addition, Didi's "Fare Guard" covers eight major scenarios, such as detours, unused car charges, and overcharging surcharges, and when passengers use online car-hailing to have abnormal fares in the above scenarios, "Fare Guard" will activate the three functions of stopping, refunding, and compensating in different levels to ensure that users' taxi fares are transparent and reasonable.
Once again, I sincerely apologize to the user. We also welcome feedback to help Didi better improve the user experience.
According to a report by upstream news on May 12, recently, Shanghai girl Xiaoguan (pseudonym) accidentally found an unpaid order of up to 1,414 yuan when checking her Didi travel records, and the time of this order was seven years ago in 2017. The entire journey of this "sky-high order" is only about 2 kilometers and 7 minutes, and the reply from the platform's customer service is "normal, just pay".
On May 12, the customer service of the platform involved replied that similar situations can only be handled through online customer service, and the price will be modified.
The reporter saw from the screenshot of the order provided by Xiaoguan that the trip occurred on October 22, 2017, and it was a Shanghai DX taxi order, which started at 3:03 p.m., although Xiaoguan said that she had no impression of this trip, but the cost surprised her: 1414 yuan.
Xiaoguan felt incredible, "I took a taxi on the mobile phone map according to the exact same address at the starting point and the end point, and it was only 14 yuan to 16 yuan, and it was only more than 100 yuan to hit a luxury six-seater, how did the billing of 1414 yuan come from?" The reporter looked at the route on the navigation map, and it was only about 2 kilometers.
Xiaoguan quickly contacted the online customer service on the platform. After customer service inquiry, it was confirmed that the itinerary order ended at 3:10 pm on October 22, 2017, but said that "this is a fixed price, it is normal, and the order is 1414 yuan, showing that it has not been paid and can be paid". Xiaoguan said that it was impossible to pay the fee, while the customer service said that it would give feedback to the relevant departments and reply within 48 hours.
Xiao Guan attracted heated discussions among netizens about this experience. Some netizens said, "A total of 7 minutes of road 1400 yuan? The customer service still doesn't give feedback, and still says that it is? Some netizens speculated that it may be that the driver mistakenly entered 1414 yuan when he entered 14 yuan. Some netizens also reminded that it is best not to open automatic payment, or you can't find out if there is a problem with the fee.
Editor|Cheng Peng, Yi Qijiang
Proofreading|Duan Lian
Cover image source: Visual China (data map)
Daily Economic News is synthesized from @Didi Chuxing, upstream news (reporter: Tang Hao)
National Business Daily