How to complain about Yandex taxi: step-by-step instructions

Home/Complaint/Instructions for filing a complaint against Yandex taxi

Not every client is always satisfied with the services provided to him. Even in the largest companies there are problems. Despite the fact that the Yandex taxi service is popular and in demand, famous for its affordable prices and high level of service, sometimes circumstances arise in such a way that the passenger remains dissatisfied. Where you can complain about Yandex taxi in this case – we’ll look at it in the article.

When can you complain about Yandex taxi?

You can complain about the driver, about the Yandex taxi service itself, and about forgotten things.

Attention! If you have any questions, you can chat for free with a lawyer at the bottom of the screen or call Moscow; Saint Petersburg; Free call for all of Russia.

Complaints against the driver are common if he did not arrive or did not reach the place of order, did not give change, behaved rudely during the trip, refused to seat the passenger in the cabin, drove carelessly, violating traffic rules.
Complaints about the Yandex taxi service are common in cases of inexplicable debiting of money from the card in the absence of a trip as such, as well as in cases of refusal of service.
Complaints related to items forgotten inside a taxi car. Of course, this is the passenger’s fault, because he behaved extremely inattentively, forgetting this or that thing in the car. But he retains the right to contact the Yandex taxi service.

Phone number to complain about Yandex taxi

If your goal is to solve the problem with one call, the only option is to contact the number listed on the official website of the Yandex taxi service.

Attention

Yandex Taxi support phone numbers depend on the city in which the system operates:

+7-499-705-88-88 for Moscow;
+7-812-389-33-33 for St. Petersburg;
+7-343-226-09-66 for Yekaterinburg.

If you need to clarify the number for a specific region, you should contact the support form on the website in the “Report a violation” section.

Frequent passenger problems

Not all cases require contacting customer service. Most issues can be resolved on your own. Recommendations on common problems can be found on the official website in the “Questions and Answers” section.

I forgot my things in a taxi, what should I do?

If you lose things after a trip, you must immediately contact the driver upon the fact of the loss. Otherwise, the left items can be picked up by other passengers - the taxi driver is not responsible in this case. To call an employee, go to “Order History”, open the parameters of the desired trip and click “Contact the driver”.

The corresponding option will be available for two days, then the driver’s contacts will be hidden.

Paid for the trip twice

A situation with double payment may arise in the following case - the user in the application selected a bank card as a payment method, but also paid in cash. To get your money back, contact the taxi driver. Please also check the number in your “Order History”. Refunds by card are not possible.

Why did the cost of the trip change?

The reason for the increase or decrease in cost may be the following:

changing the final address;
adding a waypoint;
paid waiting;
automatic tips;
use of additional options.

The preliminary cost of the trip is displayed immediately - you can find out the total amount upon arrival at your destination. Once a vehicle is assigned, the applied rate cannot be changed, even if there is a sudden increase in demand.

The driver behaved incorrectly, I was in danger

If there is a safety risk, we recommend asking the driver to complete the order. In case of opposition, call the single hotline. In the future, you can also file a complaint against the employee:

Find the trip you want in history.
Click on “Help with ordering”.
Go to the “Leave a review” tab – “Complain about the driver”.
Indicate the reasons for your dissatisfaction and confirm sending the message.

Immediately after the trip, you also have the opportunity to rate the trip on a five-point scale.

Promo code doesn't work

In most cases, promotional codes are provided for new users for their first trips. First of all, check whether the conditions of use are met. Make sure that you have not previously registered an account using a similar number.

Reasons for unsuccessful coupon application also include:

the combination was entered incorrectly - only Latin letters and numbers are used in the promo code;
the promotional offer period has expired;
outdated version of the application - update the program through the built-in market.

The promotional code is entered through the “Discounts” section of the control panel.

How to get a receipt for a trip

The corresponding option is located in the parameters of completed trips. Click "Travel Assistance" and select the "Get Receipt" option. The payment document will be instantly displayed on the screen of your mobile device.

How to order a child seat

To create a request for a car with a child seat, initially specify the start and end address of the trip. Select the “Children’s” tariff, swipe the screen from the bottom up and specify the type of seat required in the parameters. Then order a taxi as usual.

How to delete travel history

You can also erase information about completed trips through your order history. Go to the parameters of the desired application, scroll down the pop-up window and click “Delete entry”. It is impossible to completely clear the history in one click.

Options for filing a claim

There are plenty of options for filing complaints about drivers and the work of the Yandex.taxi service. Let's look at the most common of them.

Per driver

Negative rating in the application.
Call the hotline at the numbers listed above.
Writing a negative review to the support service on the organization’s official website.

To the taxi service

The main complaints about customer service are related to problems that arise during payment. The solution is available using the following methods.

Sending a message using the feedback form, which is located on the company’s official website (https://yandex.ru/support/taxi/problem.html).
Contact the VK group (https://vk.com/topic-99946133_32619623).
Call support at the phone numbers listed above.

In case of leaving personal belongings

If you forgot things inside the Yandex taxi vehicle, this is not a reason for a complaint. But there are two courses of action that are likely to help reverse the loss.

If you ordered a taxi through the application, you should look at the interface again. The driver's phone number will be indicated there. The same contacts will be available in an SMS message, which also contains order information.
If the phone number from which the order was made was left at the taxi service, you should contact the feedback form.

For your information
, the most convenient way is to directly contact the Yandex Taxi customer support service. After all, the company has developed a truly convenient and high-quality customer feedback form that allows you to keep in touch with employees on the website, by email, in the application and by phone. Since a complaint is a kind of document, it must be submitted in any written form.

Alternative methods

Along with the ways listed above for creating complaints, there are several more options.

Mobile application Yandex-taxi. Here the user can enter several data into a form specially designed for this and leave their contact details for communication.
Law enforcement agencies. You should contact such authorities in exceptional cases when, for example, during the trip the driver behaved extremely rudely and aggressively.
ROSPOTREBNADZOR. This area of activity falls under the control and supervision of this body. Therefore, if a client sees that the Yandex taxi company cannot resolve the issue that has arisen, he has the right to file a complaint with the consumer rights protection society. This action is relevant in case of outright fraud by the company, violation of traffic rules, or poor quality of service.

Please note:
When filing a complaint against Yandex taxi with the supervisory service, you should pay special attention to the nuances of filing a complaint. It includes three parts. The first is information about the Yandex taxi service branch and the applicant. The second is the essence of the complaint, indicating the circumstances that led to the complaint. The third is a conclusion and a list of supporting documents. The review period is 30 days. After this time, the applicant will receive an official response.

Going to court. If extremely serious disagreements arise with the Yandex taxi service, an appeal to the courts is a last resort. The period during which the application will be processed is 10 days maximum. If the judge considers that there are insufficient grounds for the complaint, the case will not be opened.

When is it reasonable to file a complaint?

Any dissatisfied client can complain about a taxi driver. Typically, customer dissatisfaction occurs due to the fault of drivers or due to technical failures of Yandex Taxi software. The most common violation on the part of carriers is inappropriate behavior. In addition to simple rudeness, passengers sometimes encounter the following rudeness:

with harassment;
with threats;
with insults;
with an unreasonable refusal to travel;
with delivery to the wrong location;
taxi being late for a call;
with deception.

Sometimes, after accepting an order, taxi drivers do not want to carry clients and demand that the service be canceled. At the same time, the drivers themselves are in no hurry to refuse - they protect their ratings in the Yandex Taxi application system. If the customer cancels the call before the car has arrived at point A, his passenger rating will decrease.

If you fall for this trick when the taxi has already arrived, you can waste time and get a fine for canceling the call. If you have suffered in this way, you should file a formal complaint against the carrier.

To earn more than the service allows, some drivers resort to fraud. Complaining is the absolute right of passengers who encounter the following violations:

The order is completed, although the service was not actually provided. In this case, the taxi driver finds out the final destination, gets to it, and receives money from the card of the defrauded client. You can find out about such deception by checking the driver’s location using the Yandex Taxi application.
The trip is over, but the driver has not completed the order in the Taximeter. In this case, the cost of kilometers that the taxi driver will drive independently after point B is added to the price of the trip.
The driver notes too late in the Taximeter that he picked up the passenger from the starting point. In this case, the lost time goes towards the wait, and is ultimately paid in addition to the cost of the trip. The same thing happens when a taxi driver is late for a call or mixes up the departure address.
A mark about the start of the trip appeared in the application before the carrier arrived at point A. In this case, the passenger pays for both the order itself and the distance that the taxi driver drove alone.
The driver drove the customer in circles or otherwise deviated from the optimal route suggested by the app. The purpose of such fraud is to increase the mileage, and therefore the cost of the trip.
The driver accepted the call, but took another passenger instead of the customer. At the same time, taxi drivers also proceed from personal gain.

A complaint should always be filed if the final cost of the trip suspiciously exceeds the original one. You must also inform technical support about the following situations:

It is impossible to contact the driver: either his phone is unreachable, or the call is constantly dropped.
There were problems with delivery when paying by bank transfer.
The driver looks unkempt or smells unpleasant.
The taxi driver is under the influence of alcohol or drugs.
The car is unsuitable for transporting passengers. We are talking about both the technical problems of the car and the condition of the interior.
The driver violates traffic rules, endangering the lives of the passenger and other road users.
The customer or another person was injured due to the actions of the driver.

A reason to leave a complaint can also be the taxi driver’s behavior that creates discomfort for the client: smoking, too loud music in the cabin, refusal to close a see-through window. Another reason to complain is the inability to return items left in a taxi.

Driver rudeness is cause for complaint.

Less often than with driver dishonesty, Yandex Taxi customers encounter technical software failures. The support service is informed of the following troubles:

About failures when recording completed trips. It may not be displayed at all in the application, or it may appear twice.
The fact that the application independently called a taxi.
That the order was accepted by several drivers...
About the fact that the car was delivered when it was no longer needed.
The fact that the trip fee was written off incorrectly.
About the fact that it is not possible to link a card to an account in the service.

Before complaining about problems with the software, Yandex Taxi users should check the quality of their Internet connection.

Step-by-step instructions for filing a claim

The procedure for filing a complaint depends on the method chosen. The most common is to use the feedback form on the official website of the Yandex taxi company.

On the left there is a list of possible tasks:

You need to select the “write to support” option. Then you should act based on the specific situation. Most often, users report violations. This can be done on the page https://yandex.ru/support/taxi/report-abuse.html.

Fill in the field with the phone number, date and time at which the car was delivered, the client’s name and comment.

After clicking the “Submit” button, a window will appear:

Within 24 hours, the operator will call you back and clarify the details, as well as provide answers to all questions.

If you had to contact Rospotrebnadzor, this is how you need to act.

Draw up a complaint statement in accordance with the content indicated above.
Collect documents proving your use of Yandex Taxi and the lack of results from this action.
Bring the package of documents in person or send them by registered mail.

In what cases is a complaint appropriate?

The Yandex Taxi service provides its customers with additional services that cannot be used in other companies. Sometimes situations arise when a passenger is dissatisfied and wants to complain about an employee. The driver’s responsibility is to deliver the person to the place confirmed by the order.

Disembarking a passenger at another address is regarded as non-compliance with the contract. The client may refuse to pay because the service was provided with poor quality. A person has the right to cancel the request before the taxi arrives and not pay a fine, but when the taxi has already arrived, compensation must be paid.

The customer can carry luggage in the car, including animals and plants. This is agreed upon with the taxi driver before completing the application. The client must warn people with disabilities and children about the passage. Not every car is equipped for such categories of passengers.

A person has the right to a comfortable trip, during which he can ask to turn off the music or turn down the volume, and also not to smoke in the cabin. The passenger can choose a shortcut at his own discretion. If these rights are violated by the driver, you can complain to Yandex Taxi.

Helpdesk hotline

It is also effective to use hotlines for complaints and grievance referrals. Constant interconnection is offered by services operating in cities where the booking and ordering service for road transport from Yandex is provided. The convenience of such contact is that technical support only requires dialing a number and a few minutes of personal participation.

In Krasnodar

To appeal the driver’s actions in Krasnodar, you can call 7(861) 20-500-20.

In Tyumen

In Tyumen today you can use the hotline number +7(3452) 955-000 to communicate with the dispatcher. To submit a complaint by number, we recommend that you remember the main requirements and complaints. Briefly formulate the complaint so that people on duty at the service can quickly understand and take action.

In Volgograd

The telephone number is the number for customer requests with complaints about Yandex taxi in Volgograd.

In Moscow

The dispatcher hotline in the capital is +7(499)7058888. Complaints about this number may also come from other regions. This number is the most convenient way to get advice and submit a complaint regarding the work of drivers in Moscow and the Moscow region. There is also a number 8-800-333-96-39 - for receiving calls regarding complaints from all regions of the Russian Federation.

In St. Petersburg

If the conflict happened in St. Petersburg, you can call +8 (812) 3893333, where Yandex Taxi specialists work in St. Petersburg.

How and where to complain

There are two ways to leave a complaint about poor quality service with Yandex Taxi. To protect their rights, clients can use the telephone or the Internet. Screenshots with the driver’s data and trip details will help substantiate your dissatisfaction. Some users confirm the validity of complaints using recordings from a voice recorder, video recorder or street surveillance cameras.

Telephone complaint

Any Russian can complain about poor service to Yandex Taxi via a free hotline. There are also special numbers that are free for residents of some cities:

for Moscow - 8 499 705 8888;
for St. Petersburg - 8 812 389 3333;
for Yekaterinburg - 8 343 225 0966.

Calls to the regional technical support service are free provided they are made from a landline phone. On weekends and holidays it is more difficult to contact operators than on weekdays.

Help Desk Operator.

When you call technical support, you need to briefly, succinctly and consistently describe the problem situation. The operator is provided with the phone number from which the taxi was called and the following information:

essence of the claim;
call city;
driver's first and last name;
description of the car;
order time;
travel route.

They communicate with the operator calmly, without aggression.

Phone number to complain about Yandex taxi

If your goal is to solve the problem with one call, the only option is to contact the number listed on the official website of the Yandex taxi service.

Yandex Taxi support phone numbers depend on the city in which the system operates:

+7-499-705-88-88 for Moscow;
+7-812-389-33-33 for St. Petersburg;
+7-343-226-09-66 for Yekaterinburg.

If you need to clarify the number for a specific region, you should contact the support form on the website in the “Report a violation” section.

Written measures

When contacting the technical service in writing, comply with business style. The message should be concise, emotional coloring is undesirable. It can be sent in several ways.

Official site

You can complain about a trip using the forms on the Yandex Taxi website. To do this proceed as follows:

Open the official website of the service.
Go to the support section by clicking on the corresponding button in the menu bar at the top.
On the page that opens, find the “Write to support” menu, and in it select the “Trip review” button.
Fill out the feedback form that opens.

You must enter your name and email address in the form. The following data is also entered there:

The phone number from which the taxi was called.
Date and approximate time of calling a taxi.
Commentary on the trip.

The form allows the client to indicate whether he enjoyed the trip. If you answer in the negative, you can indicate one or more of the following shortcomings:

the cabin smelled unpleasant;
the car was in poor condition;
the driver did not have change;
the taxi driver drove in circles;
the driver behaved rudely;
the driver was late.

The client can check the box next to “Other” to write about claims of a different kind in the comments field. After filling out the entire form, click the “Submit” button.

Step-by-step instructions for filing a claim

On the service, you need to go to the complaints section, rate the trip and indicate a negative answer, they indicate the reasons for the complaints.

In the dialog box that opens, enter:

mobile number that called the car;
the day and time the car arrives at the place of travel;
Additional information is left in the “Comment” section.

This could be unfulfilled requirements for maintaining cleanliness in the salon, stopping smoking, an attempt to collect additional money, the customer’s email address for correspondence, and more.

You should be precise and accurate when writing data. A correctly formed demand is an opportunity to end the conflict much faster and complete the consideration of the complaint.

Mobile app

After the driver completes the order in Taxometer, a review form will automatically open in the Yandex Taxi application on the passenger’s phone. To report your dissatisfaction with the service, proceed as follows:

They give the driver the lowest rating on a five-star scale.
Enter a reasonable, succinct statement of claims against the service in the comment column.
Submit the completed form by clicking on the appropriate button.

The form in the mobile application is not as convenient as the one presented on the Yandex Taxi electronic resource. Unlike the website, the application does not offer ready-made wording for a claim.

How to rate a Yandex Taxi driver.

Technical support

It’s easy to complain directly to Yandex Taxi technical support. To do this, write an appeal that includes the following information:

the essence of the complaint;
customer city;
taxi call time;
travel route;
last name and first name of the carrier;
description of the machine.

A letter with the resulting request is sent to the email account of the Yandex Taxi technical service

User support specialists can also be contacted through the Yandex Taxi group on the VKontakte social network. They proceed as follows:

They open a Yandex.Taxi group on the VKontakte social network.
Find a link to the administrator responsible for supporting service users.
Go to the page of the main user support specialist.
In personal messages, they explain to the specialist the essence of the problem and the details of the trip.
Waiting for a response from the administrator.
Discuss an exciting situation with a technical support employee.

You can also describe the problem in group discussions. The administrator responds to all open requests and invites users to private messages to clarify the order details and the client’s phone number associated with the application.

What problems does the support service solve?

Consultants help both passengers and drivers find a way out of difficult situations. Both can get answers to their questions by going to the company’s official website and opening the appropriate section created to help employees and clients.

Passenger assistance

The most common questions among passengers are related to:

tariffs valid on weekdays and holidays;
creating a personal account;
taxi booking features;
baggage transportation rules;
the duration of the free waiting period;
preparation of a package of services for representatives of private companies;
safety of the trip, which is influenced by the qualifications of the driver carrying out the transportation, his knowledge of the rules of the road;
territorial restrictions on the provision of services;
dissatisfaction with the service, conflict situations that have arisen.

In addition, customers contact the support service for help if personal items were left in the car: bags, phones, jewelry.

Problems can also arise when making a non-cash payment - when the terminal does not read the card and the payment does not go through.

In what cases will support not be able to help?

Technical support for customers and drivers is intended to come to the rescue only in cases where the issue is directly related to the activities of the company itself.

If a specialist cannot understand the reason for the request and the person complains about any problems not related to the work of the taxi service, he will not be able to help.

Court

If the damage, including moral damage, is quite serious and there is significant evidence, it is quite reasonable to file a claim in court. In addition, you will have to go to court if you want to punish the driver and the service itself in general.

An important criterion for filing a claim is that the client has suffered significant losses. For example, due to an oversight and violation of the contract of carriage, the client missed the plane and was unable to fly on vacation on time. In addition to the need to look for an alternative air travel option, you will need to confirm your room reservation; overhead costs increase significantly.

Another option is loss of luggage due to water leaking into the trunk. Documents, reports or projects get wet and spoiled. The loss of these documents required their recovery and resulted in loss of business benefits.

There are other examples of how, due to carelessness and personal disorganization, the transportation contractor can leave the customer without a round sum. Therefore, in some cases such a claim is necessary.

You will not have to spend money on court consideration of such a claim when filing a complaint, since we are talking about protecting consumer rights. It is for this category of cases that the statement of claim does not require payment of state duty. After working with a lawyer, you can file a complaint against Yandex Taxi in one day. However, you will have to wait about a week for the court to accept it and then another month or two, waiting for its consideration. But after the court’s decision, you can contact the enforcement service and recover not only the cost of the trip, but also compensation, which will be determined by the court. If the lawyer tries to justify the moral and material costs, then the amount, together with compensation for the costs of legal support, will be significant.

Police

If there are grounds to prosecute the driver under criminal law, you should file a complaint against the driver with the police. However, filing a complaint with the police regarding a transportation service may concern not only the protection of consumer rights, but also compliance with traffic rules, safety regulations, and hooliganism.

We send an appeal to Rospotrebnadzor

Most often, consumer complaints regarding the inadequate quality of services and goods are considered by this body. A claim against Yandex Taxi can be submitted either personally to an employee of the department or through its official website. To use the latter method, you should write a complaint in a special section of the Rospotrebnadzor portal. If necessary, you can attach the necessary documents and evidence there.

Rospotrebnadzor should be contacted if the driver or dispatcher :

Committed fraudulent actions;
Violated the rules and regulations for the provision of transportation services;
Incorrectly made monetary settlements with the consumer.

The complaint is submitted in the form, an example of which we described above. It can be written in free form and by hand, but all information about the parties to the conflict and its grounds must be indicated. You can get advice on how to write a complaint from an employee of Rospotrebnadzor, who will tell you the procedure for filing a complaint and its sample.

If a private organization is obliged to respond to the consumer within 10 days, then Rospotrebnadzor has the right to consider the appeal within 30 days. After this period, the applicant must receive a written response about the result of the inspection and the measures taken.

After receiving a complaint, Rospotrebnadzor is obliged to check it and work with the taxi service. Most often, based on the results of consideration of the appeal, an unscheduled inspection of the enterprise is appointed and the case is transferred to the Department of Transport and Road Facilities of the region.

Taxi park

Another way to achieve a fair consideration of the issue of quality customer service in Yandex taxi is to contact the taxi company directly. The control department or taxi company office can independently sort out the conflict and establish the reasons for such a complaint and immediately respond to it. The essence and form of complaints is the same as when contacting the central office or technical support hot numbers.

There is a danger that the complaint will be considered by colleagues who have known the driver well for a long time, and they will be biased. Therefore, only consideration of the application immediately on the spot, during the application, can have an effect. If the manager is principled, then he will not cover for his careless employee.

other methods

This is not a transport company, but a Taxi service. Transportation is carried out by specialized fleets that operate under licenses, so the managers of these taxi fleets themselves can complain about the drivers.

Some people also leave complaints in the form of negative reviews on the social media pages of the transport company or the service itself. There are also various services, such as Otzovik and the like.

There is also a regional transport authority to which you can complain. You will find e-mail addresses, phone numbers and other contact information for your region on the official website of the administration.

As a last resort, when the situation is really serious, you can go to court or directly to the prosecutor's office. They must be submitted if the driver has committed crimes punishable under the country’s criminal code.

Reasons and grounds for filing a complaint

Over the years of its existence, the Yandex Taxi service has earned an almost impeccable reputation. However, among the many positive reviews there are also negative ones. Since the company is concerned about the comfort of each client, it tries to respond in a timely manner to complaints or negative comments left.

So, the main reasons for negative responses may be the following situations:

absence of the car at the address specified in the order;
the fact of fraud with payment, including inflated prices and the meter being turned on earlier than the start of the trip;
deliberately chosen wrong route, which increases the cost of travel;
boorish behavior and/or obscene language of the driver;
smoking in the vehicle;
the taxi driver's unkempt appearance;
dirty car interior;
loud music;
talking on a mobile phone while driving;
unprofessional driving style and/or creating an emergency situation on the road.

Rudeness on the part of the driver is a common cause of negative customer reviews

Common Cases

There are many ways to disrupt your trip. A passenger who knows how to behave and where to complain if their rights are violated will be able to defend themselves in any case. There are a number of typical situations about which complaints are received most often.

The driver is rude

Rudeness on the part of the driver is far from uncommon.
The actions of a taxi driver can be divided into several categories, each of which carries its own punishment: Dear readers! To solve your problem right now, get a free consultation

— contact the lawyer on duty in the online chat on the right or call: +7 (499) 938 6124 — Moscow and region.
+7 (812) 425 6761 — St. Petersburg and region. 8 (800) 350 8362 - Other regions of the Russian Federation You will not need to waste your time and nerves
- an experienced lawyer will solve all your problems!

You can complain about the driver’s disrespectful behavior that does not contain insults or threats to the dispatch service or directly to the company management.
An insult may serve as grounds for bringing a taxi driver to administrative liability. Possible penalties are prescribed in Article 5.61 of the Code of Administrative Offenses of the Russian Federation.
If a driver threatens a passenger, he can be prosecuted in accordance with the Criminal Code of the Russian Federation. Such an act is a crime specified in Article 119 of the Criminal Code.

But if rudeness develops into physical violence, you should immediately contact the police, who will investigate and bring the lawbreaker to justice.

Violates traffic rules

The scope of compliance with traffic rules falls within the competence of the traffic police. If a passenger discovers that a taxi driver has violated established traffic rules, he can contact the traffic police duty service.

To quickly bring the driver to justice, you need to immediately after arrival call the telephone number of the local traffic police department or dial 02 and tell the police officer on duty about the violation. Be sure to provide information about the vehicle, including its current location, and the organization that provided it.

A complaint containing information about non-compliance with the rules can be filed after.

The application must be submitted in writing; the form must include the following information:

name of the organization engaged in transportation;
state license plate number of the car that was involved in the violation of the rules;
information about the offense committed by the driver.

Once a complaint is filed, officers will conduct an investigation and, if the information brought to their attention is confirmed, will impose appropriate penalties.

Cheating when calculating

There are different ways to cheat and take extra money. Giving insufficient change from a large bill, hoping that the passenger is inattentive. The action is quite safe for a taxi driver: if detected, you can refer to fatigue or cheating.

However, there is another way of deception, which is deliberate. The taxi driver can choose the longest route to his destination. In this case, payments are calculated by minutes or kilometers; the difference between the final costs of the trip can be quite noticeable.

Proving such deception is difficult, but possible. To do this, you must first create two route maps using modern applications, such as Yandex.Maps. The first should reflect the shortest path, and the second should reflect the one actually used. You should also obtain witness testimony or search for traffic data on the Internet to eliminate possible justifications for the driver's actions due to traffic jams on the short route.

Attention! The received cards are certified by a notary. The action is carried out to give the papers legal force. After this, the documents can be used as evidence even in court.

Poor technical condition of the car

If the provided car looks unreliable or malfunctions are detected at first glance, the passenger can call the dispatcher at the taxi driver’s place of work and refuse to make the trip.
It is likely that an organization that does not want to lose customers will send another car in return.

Did not come

If the driver is not at the place indicated by the passenger, you should first call the company number and clarify the location of the car. In case of a technical breakdown or other valid reason, the dispatcher will send another car to the address.

And if the driver simply neglected to fulfill his obligations, this threatens him with problems or, in the case of a taxi such as Yandex, a downgrade or even re-certification.

Attention! You can also complain to the immediate manager of the carrier company. The claim is written in his name; the document must indicate the actions of the driver that resulted in the client’s dissatisfaction.

How to properly file a complaint

There are no statutory requirements for filing a complaint. But following certain recommendations will allow you to file a claim more competently.

The first rule is brevity. Put your emotions aside and state the essence of the current situation. The second rule is facts. Complete your application with important information, particularly travel details. And the third rule is the evidence base. It is advisable to present evidence of any misconduct or unlawful actions on the part of the driver.

Don't be afraid to leave negative reviews and make claims about poor quality service. Do you want to ride in a taxi in comfort? Stand up for your rights!

When can you complain about Yandex taxi?

Popular questions from drivers

What to do if the passenger has not paid for the order

How to find out the commission amount

Why wasn't the bonus credited?

If you cancel your trip, how will your rating change?

Phone number to complain about Yandex taxi

Frequent passenger problems

I forgot my things in a taxi, what should I do?

Paid for the trip twice

Why did the cost of the trip change?

The driver behaved incorrectly, I was in danger

Promo code doesn't work

How to get a receipt for a trip

How to order a child seat

How to delete travel history

Options for filing a claim

When is it reasonable to file a complaint?

Step-by-step instructions for filing a claim

In what cases is a complaint appropriate?

Helpdesk hotline

In Krasnodar

In Tyumen

In Volgograd

In Moscow

In St. Petersburg

How and where to complain

Telephone complaint

Phone number to complain about Yandex taxi

Written measures

Official site

Step-by-step instructions for filing a claim

Mobile app

Technical support

What problems does the support service solve?

Passenger assistance

In what cases will support not be able to help?

Court

Police

We send an appeal to Rospotrebnadzor

Taxi park

other methods

Reasons and grounds for filing a complaint

Common Cases

The driver is rude

Violates traffic rules

Cheating when calculating

Poor technical condition of the car

Did not come

How to properly file a complaint