Recently, drivers of large taxi aggregators such as Yandex Go are increasingly arriving at a location other than the specified one in order to use the application when ordering a car. Due to such errors, money is deducted from customers’ cards. Websites containing reviews of taxi companies are full of comments from dissatisfied passengers.
So, on February 26, Alexey S. appealed Yandex.Taxi users (now called “Yandex Go”. – socialbites.ca)Those who are faced with waiting in vain for a car, with a proposal to get together to complain about the service:
“You’ve probably encountered situations more than once where you call a taxi, they come, they leave, and then they take the taxi and leave. At the same time, money was written off for the legendary wait. Pure fraud. I recommend that everyone who encounters such cases come together and file a criminal complaint with the prosecutor’s office. The more there are, the higher the probability that Yandex.Taxi will be checked. By the way, drivers of the CIS countries are very guilty in this regard.”
A socialbites.ca correspondent encountered a similar problem and 239 rubles were debited from his card. The incident occurred after the taxi call was canceled because the car was parked elsewhere. Yandex Go did not answer questions about how the problem with such drivers was resolved.
What taxi aggregators say
Maxim taxi ordering service admitted that there are drivers who provide low-quality service:
“We must accept that there are unscrupulous performers in every field. Unfortunately, taxis are no exception. We always try to create comfortable conditions for all users of the service.
“Maxim has a number of mechanisms to reduce situations where the driver arrives at the wrong address to receive compensation for driving the vehicle without completing the order.”
The company’s press service noted that in this case, the penalty will not be collected from the user even if the order is canceled. And drivers understand very well that it is not profitable for them to carry out such actions, since there will be no compensation for driving the car.
At other large taxi aggregators (Citymobil and Taxovichkof), socialbites.ca’s questions about the situation with the incorrect taxi pickup location remained unanswered.
Reasons to cancel orders
Anton Maksimov, author of the Taxi Ombudsman Telegram channel, explains that the situation when a vehicle driver stops and waits for the customer to cancel the trip or directly asks him to do this is associated with the reluctance to fulfill unprofitable orders – for example, short trips at minimal cost.
Chairman of the Moscow Taxi Union “Dobro” Nikolai Kodolov shares this point of view.
“There are cases when the driver receives an unprofitable order, for example, from the center of Moscow to Lyubertsy, and understands that he will return empty. And if such a journey is not made at an increasing rate, it will be doubly unprofitable,” the expert gave an example.
According to him, the problem of incorrect taxi delivery has become widespread for several reasons, including not only low fares on long journeys from the city center to the area, but also poor geolocation performance.
“Recently, drivers encountered such a problem that the Yandex Go application shows the exact address up to the passenger entrance, but Yandex puts a dot in a different place on the map. And according to the service rules, the car is delivered to the point, and not to the address,” Maksimov explained.
Kodolov added that the discrepancy between the address and geolocation in the navigator is a system error. This situation is common not only in Moscow: St. Complaints about similar problems are received from drivers in St. Petersburg, Kazan and other cities. Navigation works poorly, especially in the center of the capital, and a driver who does not know the city well may come to the wrong address.
Maksimov also noted that recently collectors have begun to react more softly to driver violations due to personnel shortages: due to the depreciation of the ruble, it has become unprofitable for migrant drivers to work in the Russian Federation. According to him, now you can earn the same money in Tashkent as in Moscow and at the same time be close to your family.
What should passengers do?
“In principle, if the passenger is present and the driver is more than 300 meters away from the delivery point, no money should be collected from the passenger,” Maksimov said.
If the trip did not take place, but the passenger had to pay, he advised that in accordance with the law “On Protection of Consumer Rights” he can file a complaint with the collector, who must return the money in case of non-provision of the service. .