By turning to Yandex Taxi services, customers hope to receive quality service and save money. However, sometimes these expectations are not met. When should you complain to passenger service and how to contact them? Clients of a taxi aggregator need to know the step-by-step algorithm of actions that is followed when filing a complaint.
Book of complaints and suggestions.
In what situations should you file a complaint?
First, we list the situations in which a passenger can file a complaint against a taxi driver:
- The car does not correspond to the declared tariff,
- Dirty car both inside and outside, covers with holes or torn,
- Boorish behavior of the driver, profanity, unwillingness to listen to the client,
- Fraudulent actions by a taxi driver or other taxi company employees,
- Choosing a long route in order to increase the cost of the order,
- Disobeying traffic rules.
There are also other controversial situations in which you simply need to seek help from a taxi company or support service.
Options for filing complaints
To communicate with Yandex Taxi, several methods have been created that use their own sequence of actions. To properly fill out an application, you need to know how to file a complaint with Yandex Taxi.
Official taxi website
In most cases, a claim is made against an organization on an official website. Here the client can leave a complaint or review, assessing the quality of service. To do this, you need to fill out a special form, which will become available after the trip is completed. To evaluate, choose the number of stars that corresponds, in the user’s opinion, to the quality of the service provided.
The complaint must be stated in as much detail as possible.
The driver's rating is formed based on this parameter. This method is the simplest, fastest and most effective for filing a complaint against a taxi driver. Customers noted that when filing a claim on the official resource, the problem is resolved faster. Every negative review is reviewed by the company. If the information is confirmed, the passenger will be compensated for losses.
The complaint is made on the website or sent in a message by mail. The text is presented in free form, but with information about the trip, car number, last name and first name of the taxi driver, the route of the car and details of the situation that did not suit the person. It is recommended to submit your claim in a business style. Write everything clearly and legibly so that the service employee can understand everything.
It is not recommended to threaten, insult and use obscene language. The letter should contain only facts and not the client’s speculation. If a complaint is submitted through a resource, the answer comes within 24 hours. In severe cases, it takes longer to process the application.
Mobile app
To file a complaint, you can use a special application that is installed on your phone. In the program, they fill out a form describing the trip that caused a negative attitude. Here you must leave contact details so that company employees can contact the dissatisfied client. This application method is convenient and simple.
Technical support
You can contact the company through technical support. The form indicates the claim, city, time and date of calling the car, route, first and last name of the taxi driver, description of the car. The letter must be sent to the service’s email. To contact the organization’s specialists, you can contact the group created on the Vkontakte social network.
In this case it is necessary:
- find the organization's community;
- go to the administrator page, who is responsible for working with users;
- write a message with a complaint, trip details and car number;
- wait for an answer;
- discuss the problem with a service employee.
Technical support for customers and drivers is here to help.
Questions can be asked in the discussions of the created group. After this, the administrator will offer to go to private messages and talk about the problem.
Call center
Every citizen can file a complaint against a Yandex Taxi driver if he was poorly served. For this purpose, there is a hotline number that is free to call. Residents of the capital need to contact a different number - 8 499 705 8888. A call to the regional support service will be free when made from a landline phone.
On weekends and holidays, it is more difficult to reach the service than on weekdays. When the client begins a conversation with the operator, he must briefly, clearly and succinctly explain the complaint. To do this they report:
- phone number used to call the car;
- the city where the order was made;
- FULL NAME. taxi driver;
- car description;
- the reason for the complaint;
- time and date of the call;
- route.
They talk to the employee calmly, without showing aggression.
Submission methods
The filing method by which you can complain about a driver in Yandex taxi depends on the type of situation. Below we list all the methods for filing complaints and describe each in detail.
Official Yandex website
To complain about a specific taxi driver through the official Yandex Taxi website, you need to:
- Go to the main Yandex taxi website.
- Go to the section on the left “Trip Review”.
- Enter your personal information and describe the essence of the problem.
- Click the “Submit” button.
After this, they will call you back at the specified mobile phone number and take all measures to ensure that the driver does not go unpunished.
Mobile app
If you have a mobile application installed on your smartphone or tablet, you can also file a complaint through it. To do this, you need to go to the menu, select the “Support Service” section and go to the “Trip Problems” subsection. Through this service you can submit a letter of complaint against the driver or leave a review about him.
In the case of a detailed complaint, the passenger will be given the full amount of the trip when the complaint is reviewed.
Technical support service
Technical support service is usually needed for drivers. But ordinary passengers can also contact it and file a complaint. It will be enough to follow the link yandex.ru/support/taxi/ and fill out the empty boxes with personal data and the text of the complaint. The answer will be sent to the email address you entered in the required field.
It is possible to call the support hotline number and explain the situation, giving the driver’s name and surname and the taxi company through which the trip was made.
Contact Rospotrebnadzor
To contact Rospotrebnadzor, the passenger must have good reasons for this. For example, the driver’s failure to comply with safety rules in the car, violation of traffic rules, and so on.
An appeal submitted to this service must be properly formatted in accordance with the regulations.
It contains 3 parts:
- Here you will need to provide your personal data and the details of the carrier or taxi company.
- Next, the passenger must describe the entire situation that happened in every detail and in as much detail as possible.
- At the end, it is necessary to provide evidence available to the client.
You can file a complaint yourself by visiting the Rospotrebnadzor authority at your place of residence or by sending a letter of appeal using registered mail. The period for consideration of such complaints is exactly one month from the date of filing. The passenger should receive a response regarding the decision on the complaint.
Police
The client has the right to contact the police if he suffered physical and/or moral harm during the trip. For example, the driver injures a client, or provokes an emergency resulting in a passenger being injured.
If this happens, the passenger must register the injuries with a medical organization. They will serve as evidence in the case.
Taxi park
The client can also try contacting the management of the taxi company where the driver works. Typically, all data about the taxi fleet is indicated in the mobile application when ordering a taxi.
What do complaints lead to?
Complaints and negative reviews are a necessary tool that allows customers to assert their rights and improve the quality of the Yandex Taxi service. By correctly contacting the technical service, you can punish inadequate drivers and even deprive them of their jobs. Complaining to support staff is the easiest way to get back the money that was used to pay for poor-quality or unprovided service.
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How can a driver be punished?
The degree of punishment for the driver depends on the offense he committed.
Let's list how a taxi driver can be punished in Yandex Taxi:
- Lower its rating if passengers are constantly unhappy with it
- Force him to undergo re-certification if the driver is complained about very often,
- They will impose a fine at the taxi company itself,
- Fire and block in “Taximeter” in case of constant non-compliance with etiquette standards, and so on,
- Set an administrative fine if a taxi driver violates traffic rules,
- Impose criminal penalties if you injure a passenger or cause a serious accident.
Of course, basically all customers contact support or give the driver a bad rating. Submitting a complaint to Rospotrebnadzor, the police and the judiciary requires a lot of time and money. At the same time, complaining about Yandex taxi using a hotline is always easier than constantly going to courts or police stations and collecting evidence.
In what cases will the driver be punished?
All received complaints are checked. Technical service employees are conducting a short investigation to resolve the following issues:
- To what extent is the information received from a dissatisfied client true?
- How guilty is the driver with whom the customer dealt in the current situation?
In case of technical problems that occurred independently of the driver, he will not be punished. Sanctions will be imposed if the carrier violated the regulatory code, which all Yandex Taxi operators must follow. Complaints confirmed by technical support lower the taxi driver’s rating in the service’s applications, which deprives the driver of the opportunity to accept the most profitable orders. When a carrier's rating falls below 4, its Taximeter account is automatically blocked.
A negligent employee will be able to return to driving only 60 days after the start of the ban. By this time, negative reviews will lose their force and will no longer influence the rating.
Employees who violate the law are permanently denied access to the Taximeter. To hold them accountable, a complaint to technical support is not enough. Such problems are a matter for the court and Rospotrebnadzor.
Yandex taxi support service
Good morning, yesterday I was horrified by the behavior of the driver of this trip!!!! Not only was my payment deducted from my card (okay, I decided to pay in cash, but 20 tenge was not enough! the driver also asked me to give 20 tenge in response to the question of loyalty and transfer these fucking 20 tenge to his card or to the blanc number, so he didn’t and did not agree and probably demanded a gal!!! I will not tolerate such a boorish boorish attitude in my address! Besides, he didn’t even stop the trip when we arrived at the 8th destination while we were sorting out the payment!!! I was sent with him to go to the ATM and get the money the counter was dripping this incident not due to my error but to your program why should I overpay the amount for the trip to the ATM firstly and secondly an adequate competent driver of your company in this situation would have shown loyalty and forgiven me to wait 20 tenge!!! the card was debited with the same amount!!! returning home, I see a picture that 720 tenge was debited from the card, what's the problem? pay for the trip in cash???? This situation hurt me as a person!!! I will seek justice!!! You need to return the amount written off from the card 720 tenge and the cost of the trip 720, which I paid in cash to the driver!!! Total 1440 tenge As well as moral compensation and stress caused to your drivers!!! This hurts the honor and dignity of the passenger;!!!! I was insulted! And they humiliated us with this act!!! Are the words “why call a taxi if you don’t have money” correct from the lips of your employees???? I asked the driver to make payment by transfer. To which he replied only cash. In this case, what right does he have to speak out about me in such a way? This is already an insult to the individual! Such arrogance and unprofessionalism of the driver does not fit into any framework!!!! Because of the negligence of your employees, I was forced to pay twice as much!!! Instead of 300 tenge 720!!! Is it my fault that your system cannot work correctly???? No apology can cover such a disgusting attitude from the driver!!!! Firstly, it was not my fault that the payment method changed! Secondly, I only had 170 tenge in cash. I asked if it was possible to make a transfer or top up the balance, to which I heard categorically no! Cash only! Well, having arrived at the destination, I explained to the driver, now I’ll go and get it from my friends, I took cash, which was 280 tenge, since initially the trip was 300 tenge. I give him cash and say, sorry, I’m missing 20 tenge (in the 21st century, no one carries cash in the yard! ) He already tells me the price is 380 since he did not complete the trip and the wait is worth it, what kind of impudence I understand if the payment method changed due to my fault. Then he talked on the phone for 5 minutes rather than resolve our conflict, and the money was ticking on the waiting meter! What kind of impudence is this? As a result, the situation already pissed me off, I said let’s go to the ATM! It turns out I paid for my travel! Driver talking on the phone! And travel to the ATM!!!! Considering that it was not my fault, one could treat it loyally! I would not express my indignation if I did not discover the write-off of funds today!!!! Therefore, in this case, it would be appropriate to reimburse me in full, because this is a mistake by your company directly!!! And also compensation for the arrogant, humiliating, obscene attitude of your employee!!!; Otherwise, I am forced to file a lawsuit in this case against your company!!! This is exactly the case that really touched me! And I do not intend to simply accept your apology! Your support service provided a promo code for 700 tenge. Of course, I apologize, but with this you only compensate for the cost of my trip!!! Which, in fact, I didn’t order on this route! I have all the necessary facts to support this situation! Audio and screenshots Therefore, you will have to answer for insulting a person! In a not so pathetic and petty way, please put me in touch with your company's legal department! I'm waiting for a response by email
