A Twitter user has reported that a Didi’s driver didn’t help her get into her wheelchair and it calls for a better service to disabled people.
The platforms that provide private transportation services such as Didi, Cabify, Uber, among others, reached the different entities and achieved their effective positioning, although they were facing a market already dominated by conventional taxis. Among the main reasons why they were able to integrate into the market are the convenience of them reaching our departure point (avoiding leaving our homes in search of a free taxi and wasting time), payment facilities with cards, the security of being able to contract these at any time and the quality of service.
Among these, there are two main companies that are in constant dispute to see who wins the most market; Statista shows in its study on funding received by on-demand transportation companies that Uber raised US $ 25.2 billion and Didi 23.2 billion dollars, showing a very clear lead over other applications such as Lyft, Bolt, Cabify and others.
These companies, despite the fact that at the beginning they showed the preference of the users, recently there have been certain inconsistencies in their services that have affected the brand.
An example of this is when users reported that if they do not paid with cash, Uber would cancel their trip (on several occasions), as well as the case where a passenger chose to request this service and, when the driver realized that the user was homosexual, he would have put Christian music.
A user on social media has reported that she requested a Didi and the The driver did not support the user or her companion to raise her wheelchairIn addition to the fact that the trunk of the car was small for this one. Therefore, he invites the application to efficiently train drivers to help people with disabilities, making a suggestion to mark whether or not the vehicles have trunks large enough to carry wheelchairs.
I go on @DiDi_Mexico and I have a wheelchair, the driver did not help us get the chair up (in addition to the fact that the trunk is very small). They should train drivers to help PWD and mark large wheelchair trunks in the app. #very bad #capacitism
– Annieli Rangel (@Annieli_Rangel) October 10, 2021
Didi Mexico He offered compensation in order to fix the situation where the driver did not support the user to get on her wheelchair, with a discount coupon for 30 pesos. Despite this, the user is not satisfied with her solution, so she again dedicates another publication to them and even makes a video on social networks where she better explains this situation.
No @DiDi_Mexico Having drivers “informed” of the use of their platform and a $ 30 coupon does not solve anything.
I hope you commit to TRAINING your drivers on disability.
Here a better explanation 👇🏻https://t.co/ElvsFSm1md #capacitism #disability pic.twitter.com/kIYT3C75Ws– Annieli Rangel (@Annieli_Rangel) October 11, 2021
The user mentions that this is not the first time something similar has happened to her and that the persons with disability constantly suffer from this type of situation, which is why he calls on these companies as Didi to better train drivers to better serve persons disabled.
A bad user experience directly affects the brand image before the consumer, especially if it is persons disabled. This type of problem is not only presented by Didi, since previously Uber had received a lawsuit by the association of disabled people Disability Rights Advocates, who accused Uber of violating the law by making it impossible for people with wheelchairs to access.
Currently companies are trying to eradicate these types of problems to prevent their image from being damaged, however, they do not always manage to do it efficiently. How will they solve the problem?