In the modern world, people have many options for calling a taxi, but the service from Yandex is gaining more and more popularity. This largest carrier quickly gained a reputation as a reliable, fast and responsible partner. Which strictly monitors the quality of the services provided. This is partly due to the driver rating system, but there is also the possibility of filing a complaint against a Yandex Taxi driver.
Complaint processing allows the service to improve the quality of service.
Methods for filing complaints
Every client should know that their rights are supported by rules and laws. However, not everyone knows how and where to complain about a Yandex Taxi driver who does not perform his duties well or provides the service at an inadequate level.
In the mobile application
Passengers can conveniently use the company’s mobile application, with which they can call cars, leave reviews about taxi drivers, and also file complaints if necessary. This can be done through the menu by selecting the “Support Service” section and going to the “Trip problem” item. Select the type of problem and fill out the comment field.
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In this case, it is important to describe the essence of the claim in detail and competently so that it is considered and satisfied. In this case, after reviewing the situation, the passenger may be refunded the funds he paid for the trip. We will tell you below how to correctly write a complaint against a Yandex Taxi driver.
On the official site
Previously, we told you how to call Yandex Taxi. During or after a trip, a passenger can publish a complaint against the driver who served him on the official website of the Yandex company. There is a separate help page for this.
Page screenshot:
Complaining about a driver by phone at Yandex Taxi is not as effective as a written review!
The procedure is very simple and does not take much time. Depending on the complaint reason you select, you will be required to fill in certain blank fields.
The main ones among them are the following:
- The name of the customer who is filing the complaint.
- Email address. It is usually filled in automatically if you log in with your own account, but you can enter any email address if you wish.
- Phone number (it must be linked to the mobile application from which the machine was called).
- The day the car is called and the time of the trip (the more precisely you indicate, the better).
- A checkmark next to the mark indicating whether you liked the trip or not.
- A review of the trip itself, which details the details of the trip, the essence of the complaint, etc.
At the end, you just click the button to submit a completed complaint. Once your application has been accepted and verified, you will be contacted with a response.
It is convenient to leave a complaint against a Yandex Taxi driver through the official website from a personal computer. It is much more convenient to use the application on a smartphone.
Based on the information on the page, we can identify several of the most common problems that passengers encounter:
- inability to make payment;
- promo code not working;
- problems with subscription;
- lack of reporting on previous trips;
- personal belongings forgotten in the car.
You will find all these items on the left side of the screen and you can select one of them, depending on the situation that arises.
Call the hotline
Phone numbers for complaints about a Yandex Taxi driver differ depending on the city. There is a hotline in every major locality, and you can find out the number on the company’s website. You can contact the operator not only to complain about the driver, but also for advice on any issues of interest. The support service was created by Yandex in order to improve the quality of the services provided and ensure stable operation of the service as a whole.
For example, in the capital you can call 8-(499)-705-88-88, and in St. Petersburg the phone number for Yandex Taxi complaints is different - 8-(812)-389-33-33.
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.
We have created a special section on our website with reviews from Yandex Taxi passengers! Write your opinion about the service!
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.
Application form: nuances of proper design
Like any appeal, when drawing up a complaint, it must meet certain rules.
The header of the appeal contains the name of the body to which the application is addressed. This part also includes a description of the applicant’s data indicating the address of residence and contact numbers.
In the center of the page the type of complaint is indicated, in this case it will be the word “Complaint”. Next, the applicant should state the essence of the application, the details of the event that occurred.
It is important to indicate the time of the call, car number, driver information (if this information is available). In addition, the applicant indicates the violated norms of legislative acts.
The final part of the complaint must contain demands. This may include monetary compensation or the use of administrative measures. If there are additional documents, the applicant makes a reference to this in the text of the complaint. The document is marked with a date and a signature with a transcript.
A copy of the application along with the documents is sent to the supervisory authority. The office employee marks the acceptance of the document and indicates the incoming number.
Read how to properly file a complaint.
Follow the link for instructions on how to check an online store for fraud.
Reasons for filing complaints
Everything in the company is controlled, so every driver’s mistake or careless attitude towards his work can be punished. This service has many advantages that other similar companies do not have. When a passenger remains dissatisfied with something, he has every right to complain about the Yandex Taxi driver by phone, through the application or the official website.
There may be many reasons that prompted him to do this:
- The passenger noticed that he was being driven in circles or the driver was following a confusing route, artificially increasing the length of the route.
- The driver turned on the meter before the passenger got into the car. The client is waiting for the vehicle, and the driver has put a mark in the application that the boarding has already been completed and the car has moved along the route.
- The taxi driver checked in to arrive at the client’s place, although he was still on his way.
- The passenger ordered a car through a mobile application, but it was never delivered to the specified address.
- The car does not meet the requirements for cleanliness and quality according to current tariffs, or the passenger noted the lack of conditions for a comfortable trip.
- Violation of traffic rules by the driver.
- The taxi driver is under the influence of drugs or alcohol.
- The driver is rude, smokes in the cabin, talks loudly on the phone or refuses to change/turn off the music.
This is just a general list of reasons why you can write a complaint to Yandex Taxi, but in general you can complain about a taxi driver in other cases if you don’t like something about his actions.
There are cases when the driver deliberately overstates the cost of the trip to the passenger. In this case, you need to check the amount indicated in the application. If there is a fact of deception, be sure to write a complaint. In addition, before ordering, you can find out how much Yandex Taxi costs for your route.
Grounds for dissatisfaction
A small part of the complaints and reasons for dissatisfaction with taxi services from clients is the work of the dispatch service and the electronic trip registration system. For example, the operator may be rude to the client, not place his order, or give inaccurate trip parameters. Claims directly to the quality of service on the part of the enterprise are resolved quickly and, as a rule, in favor of the dissatisfied passenger.
Conflict with a taxi driver
The most common reasons for dissatisfaction with taxi services are directly related to the carrier – the driver. The grounds for a complaint may be :
- Traffic violations by the driver (it is worth recording this fact);
- Incorrect calculation (machinations with the taximeter, lack of change, requirement to leave a tip);
- Unsatisfactory condition of the vehicle.
You shouldn’t delay filing a complaint against a taxi: record the fact of the violation and file a complaint with the carrier.
Often customer complaints are unjustified. You should not file a complaint if you ordered a car with the wrong capacity or without a child seat, and then suddenly, when you saw the driver, you changed your mind about ordering the trip.
If the driver cheated you or was rude, then immediately try to preserve evidence of his violations: make an audio or video recording, save data about the trip, its duration and cost. This will be necessary in the future to resolve your complaint.
If you are interested in the issue related to writing a complaint against Yandex Taxi, we recommend that you familiarize yourself with this material.
How to formulate a complaint?
In order for the appeal to really produce any result, it must be correctly drawn up, indicating all the details and details.
To complain about a Yandex Taxi driver by phone or through the application, follow these simple rules and recommendations:
- the complaint should be stated in as much detail as possible, but concisely;
- you need to provide as much information as possible about the driver, his car, time of ordering, route, etc.;
- avoid aggression and emotional phrases;
- do not share personal impressions and do not judge the driver, but simply impartially and consistently lay out the real facts;
- use a business-like writing style without fancy words or phrases that are inappropriate in this case.
The more accurately and in detail you present the circumstances, the higher your chances of proving you are right, punishing the driver and, in some cases, returning funds for the trip.
Additionally, we invite you to leave a review of the trip in a special section of our website - Yandex Taxi customer reviews.
Where to complain initially
The easiest way is to contact the Yandex Taxi service and file a complaint. The employees are responsive to their clients and resolve all issues professionally. They use different methods to contact us, so you can count on prompt resolution of issues.
There is no strict form for a complaint. The only requirement is to provide data that will help determine the feasibility of the application . It is advisable to describe the situation in detail and specify the time.
Complaints are drawn up taking into account the following rules:
- information must be presented in detail and clearly;
- it is important to refuse profane words;
- personal opinion cannot be described in the document, as it will not be taken into account.
The issue can be resolved in about a day. For complex and specific issues, it takes longer to consider the complaint. Company employees must contact the client themselves (for this reason, contact information should be provided). Then the specialists will provide reporting information.
Complaint to Rospotrebnadzor
In addition to all the above-mentioned methods of filing complaints with Yandex Taxi, you can complain to Rospotrebnadzor. Open the page of the official website with an online reception for citizens to study useful information and find contacts for communication. The application form itself is on another page, but please review all the details and instructions for completing and submitting the form first.
You can also log in to the government services portal if you are registered on it. A complaint sent to Rospotrebnadzor must be reviewed within a month, after which you will receive a response to the specified e-mail.
Writing a complaint against a Yandex Taxi driver on the Rospotrebnadzor website will not return your money for the trip, but will allow you to punish the unscrupulous driver. Thus, the taxi company will get rid of such employees, and the quality of the services provided will increase. If all passengers silently tolerate rudeness and other antics of taxi drivers, this will not lead to anything good.
How are drivers punished?
When a driver is constantly bombarded with negative reviews and complaints, his rating inevitably drops. If this continues for some time, he will have to re-certify with the company, and he may also be fined, have access to the application blocked, or be fired.
For a more serious punishment for a taxi driver, contact Rospotrebnadzor or the court. This will take more time and effort, but it all depends on the situation - all this is not always justified. From a financial perspective, these proceedings are also unpleasant, so decide for yourself how far you are willing to go.
