Can the problem of asking passengers to drive their rides for an extra section of the ride be solved?
2024-08-25
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On August 16, Didi launched a public review committee in the app, inviting users to discuss and vote on the question "Should drivers comply with passengers' requests for an extra ride?" The platform said it would refer to the voting results to further optimize the experience and rule settings.
After multiple actual operations on the software, it was found that even if the building in the community is located, after the order is generated, the location of the pick-up and drop-off will "drift" to the public road area closest to the building. In other words, the pick-up and drop-off locations intelligently generated by the online car-hailing platform are often in the public road area closest to the passenger's location. In this regard, Didi also explained when publishing this issue of the public review meeting: map navigation will recommend pick-up and drop-off points based on traffic attributes such as communities, business districts, life service areas, and streets, while taking into account requirements such as no parking and limited parking.
In this type of travel scenario, one direction that needs to be paid attention to is the particularity of the community in the taxi-hailing scenario. Modern cities are based on communities, which are residential settlements of different population sizes. Unlike public places, they have a certain degree of privacy, and the roads within the community are not included in the category of public roads.
Drivers often have a headache at the junction of the public and private sectors. On the one hand, due to the private nature of the community, most roads in the community are not included in the navigation system, and the road conditions are either complicated and unclear, or narrow and inconvenient for vehicles to pass. If entering the community, these objective factors can easily cause drivers to get lost, causing many inconveniences for drivers to continue to provide services.
On the other hand, it is normal for drivers to end the order after arriving at the destination of the trip, which is the entrance of the community. Delivering a ride for an extra distance into the community is actually a free service, which consumes fuel and electricity, increases the cost of the vehicle, and may also affect the normal acceptance of the next order. At present, the dispatching mechanism of most platforms is to dispatch orders in advance. When the current single trip is nearing the end, the system will automatically accept the next order for the driver. If the passenger makes a temporary request and hopes that the driver will deliver the ride for an extra distance, then the time for the driver to pick up the next passenger will inevitably be extended, which will indirectly affect the travel experience of the next passenger. If the delay is too long, the next passenger may cancel the order, and the driver's income will also be affected.
In this public review initiated by Didi, the reasons for voting in favor of drivers driving into the community were mostly related to special circumstances such as extreme weather, bringing children, elderly people, and physical discomfort. Didi said that in most cases, the navigation will use the community gate as the recommended boarding and alighting point, but will not restrict passengers from locating or manually dragging the boarding and alighting point to the inside of the community. When the navigation shows that the destination has been reached at the community gate, but the passenger really wants to be taken to the community, the platform encourages the driver and the passenger to negotiate in a friendly manner.
According to Didi's platform rules, drivers should deliver passengers to the order destination. If the driver fails to deliver the passenger to the destination and the passenger gets off the car midway due to the driver's fault, the platform can deduct the driver's service points and return the fees incurred from the driver's account to the passenger. At the same time, the platform has the right to deduct 50-200 yuan as credit default penalty; in serious cases, the platform can suspend the service for 3-7 days; in particularly serious cases, the platform can suspend the service for 15 days; if it endangers the personal safety of passengers or causes adverse effects, the service will be suspended for 30 days.
As a bilateral service platform, Didi has formulated detailed service requirements and ride guides to protect the interests of drivers while providing good services to passengers. If a passenger needs to be taken for an extra section, before arriving at the destination, the passenger should select "Modify Destination" on the mobile app, and the system will recalculate the fare or a flat fare based on the actual driving conditions. If the driver receives the next order in advance, the driver also needs to deliver the current passenger first. If the passenger does not modify the destination and exceeds a certain mileage, the system will automatically recharge, that is, calculate the passenger fare and driver income according to the actual mileage, including the special express flat-price order. Currently, more than 200 cities have launched real-time pricing for driver-side special express.
When releasing this public review meeting, Didi also stated that it will collect user comments and provide feedback to the technical team to promote refined improvements in navigation, and will provide reminders when passengers call for a ride, trying to help simplify communication between drivers and passengers and avoid disputes.
