Cover Review |" Passengers do not agree, the driver does not yaw", should become the rules of the online ride-hailing

□ Jiang Jingjing

Recently, the Hangzhou online car girl jumping incident has aroused concern. On June 21, the local government issued an investigation notice on the matter, saying that "the driver was not found to be involved in illegal crimes" and that "because the driver did not drive according to the navigation twice, the passenger Gao Mou had a panic mentality." A few seconds later, Gao got out of the door of the moving vehicle and fell to the ground and was injured." (The Paper)

In recent years, due to the aftermath of many vicious cases, the entire online ride-hailing industry has suffered an image impact. In the depths of the public's heart, similar negative memories linger, placed in specific subtle scenarios, the associated fear and self-protection mechanisms, are easily triggered. In panic, mistakes in judgment and even "single-minded escape" will inevitably lead to irrational risk-taking behavior. Security anxiety, crisis of trust, all of this is compressed in a strange and closed carriage, "burning" at one point.

Looking back at this matter, it is difficult to say that the driver involved is seriously at fault, and "not driving according to the navigation" is a common practice in the industry, which is not a problem in itself. What is really worth asking and reflecting on is the driver's posture, conceited and strong, fighting to be a "local" and "acquaintance familiar with the road", driving according to his favorite route without authorization. In the whole process, there is a lack of active communication, explanation, explanation, and there is no positive feedback and calm on the concerns expressed by passengers... Coming and going, it naturally intensified the situation and caused accidents.

In fact, many ride-hailing drivers, like traditional taxi drivers, have arrogant problems. He said to himself, "Do I understand or do you understand?" "The online ride-hailing industry is a special industry between self-employment and employment, standardized induction training and on-the-job assessment are useless, the driver group has retained the "personality and nature" to a considerable extent, and the professional etiquette and norms of the service industry have not been established. When the nature of online ride-hailing drivers does not change, it is still a "social person", in this context, it is understandable that passengers are extremely sensitive and have a bow and snake shadow.

It is worth noting that in this case, there were brief exchanges and disagreements between the driver and the passengers on the "vehicle not following the navigation", but there was no obvious dispute. In other words, passengers expressed opinions, but not strongly. This is clearly to "avoid irritating the driver" and to protect oneself. Judging from the final result, it is precisely because of the incomplete communication and the lack of resolute attitude that the two sides misjudge each other, which ultimately causes tragedy. And this, in fact, is a vicious circle.

To break the situation, only through the more perfect rule construction of online ride-hailing enterprises - to further clarify the passenger's will first and the priority of driving decision-making, to concretize the driver route modification opinion solicitation and authorization consent process, with a preset deliberative framework and communication framework, to replace the temporary "temptation", "game" and "friction" of the driver and passenger on specific occasions, which is the key to avoid misjudgment and lead to the loss of control of the situation! "Passengers do not agree, drivers do not yaw", which should become one of the basic rules of the online ride-hailing industry.

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