Abstract:
During the National Day, a passenger in Hunan placed an order for a cross-city trip through the ride-hailing platform, but a subsequent itinerary dispute occurred. On the evening of September 30, the passenger made a reservation on the platform for a ride from Xiangtan to Yiyang. The order showed that the fare was 161.7 yuan, and there were two passengers traveling with him. After departure, the driver charged the two passengers in advance a highway toll of 30 yuan per person, totaling 60 yuan.
The total distance from Xiangtan to Yiyang is more than 120 kilometers. Under normal road conditions, it usually takes less than 2 hours to complete this journey.
But the trip actually took far longer than usual. The whole journey took more than 5 hours. It was not until around 1 a.m. on October 1 that the driver delivered the two passengers to their destination.
According to the passenger's description, during the journey, the driver stopped at the service area on the grounds that the electric car needed to be charged, and the vehicle continued to slow down during subsequent driving.
Passengers observed that the vehicles seemed to deliberately control the pace of travel, and waited until the free expressway toll policy came into effect at 0:00 on October 1 before the vehicles exited the expressway toll station. No expressway expenses were actually incurred during the entire journey.
After arriving at the destination, the two passengers learned that there were no tolls on the expressway, so they asked the driver to refund the 60 yuan expressway fee previously collected. However, the driver did not agree to the passenger's request for a refund. He said that the free highway policy was for the vehicle itself, which did not mean that the passenger did not have to bear the fee. The two parties had disagreements on this, and the negotiations did not reach an agreement.
After the negotiation failed, the passenger posted the relevant information about the trip online for feedback, and at the same time lodged a complaint with the travel platform, requesting the platform to intervene in the order dispute.
After seeing the relevant feedback, the platform customer service took the initiative to contact the complaining passengers via private messages, informing them that they had received the complaint information, requiring the passengers to submit corresponding order-related materials, and arranging specialized staff to verify the entire matter.
The platform stated that the rules of the platform are clear. If no highway tolls are actually incurred during the trip, the driver cannot charge the fees to the passengers.
If after verification, the feedback from the passengers is true, the platform will refund the relevant fees to the passengers, and will take corresponding measures against the driver involved, including suspending the driver's platform operation authority and other measures.
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