Didi Global, Inc., the ride-hailing behemoth, has issued an apology for its "stinky cars" and implemented a feature that enables users in China to prevent vehicles with unpleasant odours from operating.
Didi clarified in its social media apology that "in winter, drivers open the windows less frequently to keep the interior of the car warm," which results in the vehicle having less opportunity to air out.
However, this also serves as an indicator of the fierce competition in China's ride-hailing sector, in which drivers earn slightly more than 1 yuan (14 U.S. cents) per kilometre. In the competition for orders, transporters may incur financial losses by investing time in cleaning their vehicles.
Nevertheless, Didi has enabled users to blacklist cars emitting unpleasant odours, thereby preventing them from matching with the same vehicle for a year.
The company has also launched a competition to modernise its fleet.
Drivers who demonstrate exceptional service are eligible to receive prizes, such as a "fresh car" medal and 10,000 yuan in financial rewards.
Didi, the ride-hailing beast, has implemented new measures to address the issue of odour.
In response to the increasing number of complaints regarding the unpleasant odours emanating from its ride-hailing vehicles, Didi Chuxing, the premier ride-hailing platform in China, revealed a nationwide initiative to resolve the issue of "odour cars."
The decision is made in response to the increasing dissatisfaction of passengers with persistent odours that are described as "musty," "stuffy," or otherwise disagreeable, particularly during the colder months, when air circulation is frequently restricted.
The issue gained momentum on social media, as passengers shared their unsettling experiences with vehicles that emitted the odour of smoke, food, or mould.
Didi acknowledged the issue and issued an official statement on Monday, expressing regret for the inconvenience it had caused to passengers.
The company proposed a number of initiatives to enhance the sanitation and air quality of its vehicles, such as the implementation of a "blacklist" feature that enables passengers to circumvent vehicles with substandard air quality for a period of up to one year.
Didi issued a statement in which it expressed its sincere apologies to its passengers for failing to provide a more refreshing travel experience.
"We understand how important vehicle cleanliness is and are taking active steps to improve this situation."
As part of its new initiative, Didi implemented numerous measures to address the odour issue.
Among these measures were the recommendation that drivers maintain higher cleanliness standards, the encouragement to open windows between trips to facilitate air circulation, and the implementation of a rewards and penalty system.
Drivers who receive unfavourable feedback regarding air quality are subject to penalties, such as a provisional suspension until they have completed cleaning and hygiene training.
Drivers largely endorsed Didi's initiative. According to Wu Xuqian, a ride-hailing driver in Beijing, the maintenance of a clean and odour-free vehicle is essential for the convenience and well-being of passengers.
"I spend 12 hours a day in my car, and I want to be comfortable," Wu pointed out. "If the car smells good, I get better reviews and more points from the company, which means more rides and better earnings."
Wu also emphasised the importance of ventilation, especially in the winter when air circulation is often limited. "Even during the winter, I always open the windows between rides." I must also maintain air quality for myself and my passengers.
Additionally, passengers expressed favourable assessments of the modifications. A passenger named Zhang, who frequently travels with his five-year-old son, recalled a recent journey during which the vehicle emanated a delightful aroma.
"Since my child is highly susceptible to scents, we encountered a fragrance card upon entering a vehicle from the airport." Zhang stated, "The ride was significantly more comfortable, and it had an exceptionally fresh scent." "When the car smells good, I always leave a positive review."
Didi's actions are indicative of a more general trend in the ride-hailing industry. Ride-hailing platforms are facing mounting pressure to enhance the quality of their services, particularly in areas such as hygiene and comfort, in addition to providing convenience and cost-effectiveness, as consumer expectations continue to rise.
Air quality and vehicle hygiene have emerged as critical factors for passengers, as indicated by the 2022 Ride-Hailing Vehicle Air Quality Report.
Financial media outlets Yicai and DT Finance, along with ride-hailing service provider Cao Cao Mobility, published the report in August 2022, revealing that 95.4 percent of respondents prioritised air quality in ride-hailing vehicles. The scent inside the car was identified as the most significant factor influencing the passenger experience, with over one-third of participants expressing "very concern." This was more than twice as prevalent as concerns regarding "driver attitude," "car cleanliness," and "driving skills."
The investigation also disclosed that over 70% of passengers had encountered physical discomfort as a result of substandard air quality, such as motion sickness, dizziness, and shortness of breath. Poor air quality can negatively impact the overall consumer experience, underscoring the severity of the issue within the industry.
Service quality is becoming as significant as price and convenience in the ride-hailing market, as evidenced by the growing emphasis on air quality and sanitation. Platforms are recognising that commuters are becoming more vocal about their expectations for hygiene and comfort as competition among companies intensifies.
We anticipate ride-hailing platforms to continue improving the hygiene and air quality of their vehicles as service quality becomes a critical differentiator in a crowded market. These endeavours are a component of a more extensive industry trend that aims to satisfy passengers' changing requirements while simultaneously preserving a competitive advantage.
Source:https://www.chinadaily.com.cn/a/202412/25/WS676b6176a310f1265a1d4c0f.html
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