DiDi China: Ride Hailing

On October 20, we booked a DiDi ride from hongzhushan hotel(e mei mountain) to Shuangliu Airport in chengdu. A direct ride would have cost around 400 RMB, but the advance booking option displayed 560 RMB. For safety and reliability, we chose to make the reservation with 560 RMB. However, upon arrival at the airport, we were unexpectedly charged 762 RMB. We attempted to file a complaint, but there has been no effective response. The customer service representatives said a specialist would contact us, but after an entire week, no one followed up. We contacted DiDi customer service every day during this week, yet the issue has been repeatedly delayed and remains unresolved.

If you’re in China, you need this app. However the customer leaves more to be desired. I’m not sure if they’re using google translate (or baidu translate), but the representative gives only the same responses. The app allows foreign credit cards to be added, but good luck trying to add it. The customer rep said it was because “too many tourists” therefore there are “restrictions”. I tried asking if it means didi no longer accepted these cards or if I can try again later… got the same response…

The software is user-friendly and well-designed, but unfortunately, the quality ends there. The drivers and customer service are absolutely terrible. I strongly advise against using this company. Our experience was nothing short of a nightmare. One driver, in particular, was not only unprofessional but also extremely rude. Despite knowing that my mother has knee problems, he refused to drive us to our intended destination, stopping the taxi approximately 500 meters away and insisting that we get out. When we politely asked him to take us the rest of the way, he became aggressive, shouting and swearing at us. His excuse? He wanted to pick up his next customer quickly. This level of disregard for customer care is completely unacceptable. The entire ordeal was deeply distressing for my family, causing unnecessary stress and discomfort for my mother. I immediately reported the incident to the company, expecting them to take action. To my dismay, they closed the case the next day, claiming they couldn't verify the situation. Despite several follow-up messages requesting an explanation, I received no response. I have since deleted the app and will never use this service again. This was the worst experience I've ever had.