Recently, the well-known domestic online consumer dispute mediation platform "Diansubao" received user complaints from users that the "AutoNavi Taxi" overlord judgment of AutoNavi Information Technology Co., Ltd. caused controversy, and the driver was fined for failing to pick up passengers, whose fault is it? (For details, please refer to the complaint area of the Internet Economic Society)
On June 15, Mr. Wang, from Shaanxi Province, complained to Diansubao that as an online ride-hailing driver, he received an order on June 11, 2024, but the passenger canceled the order on his way to pick up passengers. However, in the follow-up process, AutoNavi determined that Mr. Wang was the responsible party on the grounds that he had not picked up the passengers. Mr. Wang said that the passenger took the initiative to cancel the order, so he filed a complaint with the platform, but his appeal was not recognized by the platform, and the platform upheld the original judgment and imposed a fine of 10 yuan and a 24-hour suspension penalty on Mr. Wang.
(Note: The picture is provided by Mr. Wang)
Mr. Wang believes that such punishment measures and judgment standards are seriously unreasonable and unfair, and are "overlord clauses". He questioned whether AutoNavi had the right to fine drivers, and whether such fines were legal and compliant.
After receiving the user's complaint, we immediately handed over the complaint case to the relevant staff of the platform for proper handling, but as of press time, we have not received any relevant handling reply from the complained platform.
According to the network economic and social enterprise database, AutoNavi Taxi is affiliated to AutoNavi Information Technology Co., Ltd., and its legal representative is Dong Zhenning.
According to the "Enterprise Risk Rating System of the Network Economic Society", the risk rating of AutoNavi Information Technology Co., Ltd. is R0, and the company has not found a risk rating at present.
According to the effective complaints of users in the field of mobility accepted by "Telecom Complaint Treasure" from 2024 to the present (ranked according to the number of complaints), AutoNavi ranks second, and the latest rating is "not rated". Other similar platforms that have been complained about are: Zhixing, Didi Chuxing, T3 Travel, etc. Previously, platforms such as Didi Chuxing, Cao Cao Travel, Qingju, Liandongyun Car Rental, Hello Chuxing, Shouyue Auto, and eHi Car Rental have also encountered similar complaints.
Case 1: The driver of "AutoNavi Taxi" is irresponsible and makes phone calls while driving and does not use the meter to calculate the price according to the regulations
On May 11, Mr. Wang, from Hubei Province, complained to Diansubao that he planned to use AutoNavi to take a taxi to a nearby shopping mall at around 11 a.m. on May 11. After the driver arrived, the driver temporarily changed the original itinerary and did not follow the path planned by the navigation, but chose another route according to personal preference.
Mr. Wang said that during the process of the driver's change of route, he did not receive any notice or inquiry about the matter, resulting in his inability to express his opinions or choices in a timely manner. What made him even more dissatisfied was that the route chosen by the driver did not take him to the usual entrance of the mall (Gate 1), but approached Gate 7, which caused him great inconvenience in the rainstorm.
Mr. Wang tried to communicate with the platform through AutoNavi APP customer service and 400 customer service telephone, but he did not get any meaningful response or solution. To make matters worse, due to system reasons, he was unable to use AutoNavi to start a new trip again for the next three hours. Mr. Wang's claim was that he wanted to be refunded and an additional $80 voucher as compensation.
Case 2: Is the platform forcibly liable? Users complained that the judgment of "AutoNavi Taxi" was unreasonable
On April 26, Mr. Zhu from Hebei Province complained to Diansubao about the unfair treatment he had suffered when he used AutoNavi's Yandou travel software on April 22. According to Mr. Zhu's description, after receiving the order from the Yandou travel app that day, he was ready to follow the usual process to pick up passengers. Before leaving, he noticed that his vehicle had a punctured tire, which was obviously a situation in which he could not continue to execute the order. As a result, Mr. Zhu immediately canceled the order and reported the situation of the vehicle's puncture to the platform in detail.
Although he reported the situation in a timely manner and canceled the order, the platform still forcibly placed the blame on him, causing him to suffer a penalty of demerit points. Mr. Zhu believes that this approach is not only unfair, but also completely ignores his rights and feelings as a driver in the event of an emergency.
Case 3: Unilateral breach of contract by the driver? "AutoNavi Taxi" forced customers to cancel their orders and delayed their trips
On February 18, Ms. Yang complained to "Diansubao" that on the night of February 13, she booked a taxi through the AutoNavi taxi platform and planned to leave for her scheduled destination at 23:05 on time. Ms. Yang hopes that through this appointment, she can avoid temporary waiting and uncertainty, and ensure a smooth and convenient trip.
However, the driver who took the order unilaterally broke his promise and did not perform his duties as agreed. He neither notified Ms. Yang of the change in advance, nor did he take the initiative to cancel the order, forcing Ms. Yang to voluntarily cancel the re-taxi, leaving Ms. Yang completely passive.