In the gentle arrival of winter, the disparity in the experience of taking ride-sharing services has become increasingly apparent. Recently, many passengers have reported encountering "smelly cars," prompting DiDi to release an official announcement on its Weibo account. The company has explicitly stated its intention to take action to encourage drivers to maintain a fresh and tidy cabin environment.
The announcement notes that with the onset of winter, drivers have reduced the frequency of opening windows to maintain warmth inside, leading to complaints about odors from passengers. DiDi expressed sincere apologies, acknowledging its failure to provide an optimal travel environment, which affected passengers' journey experience. The company also expressed understanding and sympathy for the drivers' hard work.
To address this issue, DiDi has initiated a special campaign to deal with "smelly cars." Specific measures include launching a "block smelly cars" feature on the DiDi App, allowing passengers to avoid riding the same vehicle again for 12 months after a poor experience. For drivers with high rates of negative cabin air reviews, DiDi will suspend their service and require them to attend training. Additionally, DiDi has introduced a positive incentive assessment mechanism to encourage drivers to improve service quality.
It is worth noting that in the public voting of the DiDi Public Review Conference in June, the "block smelly cars" feature was ranked second. In response to passenger needs, DiDi quickly rolled out this feature nationwide. Moreover, other features voted for by passengers, such as female passengers choosing female drivers, pet-friendly cars, DiDi private cars, 6-seater cars, etc., have also been piloted in several cities.
For the purpose of further enhancing the travel environment, DiDi has conducted driver education and broadcasting activities nationwide, reminding drivers to pay attention to ventilation and maintaining cabin hygiene. The company also invites passengers to rate the cabin odor, collecting feedback through in-trip pop-up questionnaires. For drivers with high rates of negative odor reviews, DiDi will take appropriate management measures according to the rules, including notifying them to improve cabin hygiene and air quality, reducing service scores, and even suspending services.
To encourage drivers to actively participate in improving the cabin air quality, DiDi has also held "Fresh Car City-to-City Competition" events in multiple cities. During the event, drivers providing high-quality service can receive service score bonuses, 10,000 yuan cash rewards, and Fresh Car medals. DiDi has also launched "Scented Car" services in some cities, laying scented cards in the cabin to provide passengers with a more comfortable travel experience. Additionally, in the cold winter, DiDi has introduced "Warm Winter Egg Car" services in some cities, allowing passengers to feel warmth and fragrance as soon as they enter the car.
DiDi states that the cabin travel environment has always been a long-term focus and effort of the platform. Passengers' expectations are a heavy responsibility for DiDi. The company will continue to improve the travel environment through technology and product capabilities to meet the needs of drivers and passengers. At the same time, DiDi also appeals to passengers and drivers to jointly care for the cabin environment, not to eat刺激性, smelly food inside, and not to smoke inside. If passengers encounter odors inside the car, they should communicate with and negotiate with the driver to open windows for ventilation and air exchange.
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