After years of development, the domestic online car-hailing market has become a dominant player in Didi, and other online car-hailing platforms are in Shunfeng, special car, car rental, etc. The situation of competing for share in different segments. And Cao Cao’s special car, that is, “special car” as the main focus.

But Cao Cao’s travel has many problems. For example, the drivers charge more for detours, the driver cancels orders without reason, the driver does not take the order but charges, the driver has a bad attitude toward the passengers, the passengers cannot withdraw cash after recharging, and the customer service does not solve the problem.

This article is from WeChat official account:Economic Observer Network (ID: eeojjgcw) author: Gao Fei Chang, Tong Feng Liang, head Figure from: vision China

Mr. Li, who lives in Beijing, encountered annoyance the first time he used Cao Cao’s private car.

On October 15th, because he wanted to take an early flight, he booked a drop-off service on the Hanglv Zongheng APP the night before. The reservation was for Cao Cao’s special car, and he prepaid 102 yuan for the fare. The car time is 5:50 am on the 15th, and the car location is the agreed pick-up point downstairs. But when Mr. Li arrived at the agreed place to take the bus at the agreed time, he did not see the shadow of Cao Cao’s special car. Mr. Li, who was in a hurry to catch the plane, did not receive any notice from the driver to cancel the order.

Immediately, Mr. Li called Cao Cao’s special car customer service to inquire about the situation, but failed to solve the problem of no car. In desperation, he re-appointed a car from another car-hailing platform and rushed to the airport. Because of this accident, Mr. Li almost missed the flight that day.

Mr. Li was even more unbelievable that he obviously did not take the Cao Cao special car, but the previous order showed that the airport drop-off service had been completed at 2:30 in the morning at the cost of 75 yuan. In other words, Mr. Li did not useUsing Cao Cao’s private car service, money was deducted without knowing it.

“First, why didn’t the driver come to pick up people, so why didn’t I inform in advance; second, why did I deduct the money if I didn’t take the car?” Mr. Li, who has been unable to complain about the service of Cao Cao’s special car, said about the next operation Even more puzzled: when he communicated with Cao Cao’s special car customer service, what he got was a verbal promise of “solving within 3 days” and a symbolic compensation of “giving a taxi ticket.” This made Mr. Li wonder, “This is not a question of money. I will not use Cao Cao’s special car anymore. Now I hope Cao Cao’s special car will give a reasonable explanation for what happened.”

Five or six days later, the customer service of the Cao Cao car platform told Mr. Li that he was willing to pay for the taxi ticket, but he had to download the Cao Cao car app to get the taxi ticket, and the 75 yuan deducted was never returned. Why did the Cao Cao special car happen so puzzling? Is this the driver’s personal reason or the reason for Cao Cao’s special car management?

Later, the Economic Observer reporter learned from some complaint platforms on the Internet that there are many cases across the country where Mr. Li suffered from poor service by Cao Cao’s special car, such as the driver’s detour, the driver canceled the order without reason, The driver does not take orders but charges, the driver has a bad attitude towards passengers, the passengers cannot withdraw cash after recharging, and the customer service does not solve the problem.

On October 23, Lao Zhang, the driver of Cao Cao’s special car in Beijing, told reporters that the system of Cao Cao’s special car is automatically dispatched and the driver has no authority to cancel. Only after arriving at the destination, the user cannot be contacted or the car fails. Cancellation-this may be one of the reasons why the driver Cao Cao reacted negatively to “unwilling to execute orders”-under certain circumstances (such as forgetting to shut down)< /span>, the driver is “forced” to accept the order, but because he cannot cancel it himself, there will be situations where the driver ran to the pick-up location but deliberately did not pick up the person, and then cancelled the order on the grounds of “not being able to contact the passenger”.

On the same day, an insider of Cao Cao’s trip confirmed to reporters that the driver of Cao Cao’s special car only had three opportunities to cancel the order in one day, and the cancellation could be done in three cases when the passengers could not be contacted. But no matter what, the management of the driver and customer service of Cao Cao’s private car has actually caused damage to the rights and interests of passengers, and the reputation of Cao Cao’s private car is rapidly being consumed.

Ride-hailing experience with frequent conditions

At around 2:30 pm on October 21, the Economic Observer reporter was in ChangCao Cao’s special car APP was used to call the special car service near Tiantongyuan Community in Ping District. The destination was to the Capital Airport. After calling two cars back and forth, it succeeded. After the driver of the first car received the order, he asked the reporter to cancel the re-appointment on the grounds of “receiving the wrong order.” When the reporter asked for the specific reason, he said, “I’m having a meal. If you are not in a hurry, wait until I finish my meal before going back.” The reporter had to make another appointment for a car.

The situation encountered by the reporter is similar to the situation reported by many passengers on the online complaint platform, that is, the driver of Cao Cao’s special car will always inexplicably fail to pick up the passengers: either ask the passengers to cancel the order and make a new appointment; or the driver clearly When they arrived at the pick-up point, they did not pick up people. What’s more, the driver not only refused to pick up people, but also forced the order to start billing. This is what Mr. Li encountered.

Actually, today, when online car-hailing is already very developed, few online car-hailing drivers will do things that make people feel uncomfortable like Cao Cao’s special car drivers. Generally speaking, if the driver does not want to pick up someone for some reason, he will explain it to the customer in a more polite tone, but the tone and attitude of the driver of Cao Cao’s special car are quite rude.

Lao Wang, the driver of Cao Cao’s special car, explained one of the reasons to the Economic Observer reporter: “It’s probably because I saw that your order was to go to the airport. Many people did not dare to pull the order at the airport because they were afraid that the vehicle would be seized. After that, I had to pay a fine of 22,000 yuan, and I ran away in vain that year.” Lao Wang’s words seem to make sense, but in the eyes of other online ride-hailing drivers, including traditional taxi drivers, the order to the airport is due to the long distance. High fees are usually regarded as a good job, but why is it avoided in the eyes of the driver of Cao Cao’s special car?

Lao Wang further explained: “The fine of 22,000 yuan is borne by ourselves, regardless of the platform. If Didi is the case, the platform will advance it.” The reporter’s vehicle just parked on the side of the airport’s departure gate. Wang asked the reporter to get off the car as soon as possible. He was worried that he would be fined. However, is the fear of fines a reason for the driver not to come to carry passengers? And why does Cao Cao’s special car have the situation that the driver does not come to carry the passenger order but is enforced?

At around 5 pm on October 23, the reporter used the Cao Cao special car app to make an appointment near Andingmen of the North Second Ring Road. The destination was near China World Trade Center. This time we encountered a new situation. First of all, the Cao Cao special car app prompts that the account balance is insufficient and must be recharged before continuing to call the car. But after completing the recharge, the reporter called for more than forty minutes and there was no car to take the order.

Because the trip was not in a hurry, the reporter changed an appointment to book a taxi, but saw that the price of the appointment form was about 30% more expensive than the real-time taxi. In this regard, the above-mentioned Cao Cao private car insider told reporters that at present, in Beijing, there are about 2500-3000 Cao Cao private vehicles including self-operated vehicles and franchised vehicles. The number of vehicles is small, so the efficiency of car-hailing will be lower; and regarding recharge, The person stated that “this is a regulation of the platform.”

The insider of the Cao Cao special car introduced the rules of the Cao Cao special car driver’s cancellation of orders to the reporter. The driver only has 3 chances to cancel the order every day, and the order can be cancelled only in 3 cases. After 5 minutes for passengers, make reservations for (departure). The order will wait for passengers for 15 minutes at the boarding point, and the pick-up order will wait for passengers at the boarding point for 60 minutes. Minutes later, and in these cases, orders cancelled by the driver will not be charged any fees.

But in conflict with it, the reporter saw from the waiting rules of Cao Cao’s special car drop-off service that the driver can wait for passengers at the pick-up point for free for 10 minutes. If the free waiting time exceeds the free waiting time and continue to use the car, an overtime waiting fee will be charged. , If the passenger has not arrived at the location of the car after the free waiting time and the driver cannot contact the driver, the driver can leave by himself, and the order fee cannot be refunded.

Comprehensive of Cao Cao’s waiting rules, one of the contradictions is that how to define whether the driver is really unable to contact the passengers? What if the driver deliberately leaves on the grounds that the passenger cannot be reached? In this case, is the passenger’s advance booking fee refunded or non-refundable?

In fact, most online car-hailing platforms have relevant regulations regarding charging fees for overtime waiting. But for Cao Cao’s special car drivers, when they have used up the opportunity to cancel orders three times a day, how can they be further restrained from doing things contrary to common sense when they cannot cancel the order?

“The driver on Cao Cao’s private car platform cannot set a destination. Didi drivers can set a destination after get off work and can pick up passengers on the way, but Cao Cao can’t, so if you want to go home, you can only go offline or shut down. This is possible As a result, some drivers were forced to pick up some orders but couldn’t cancel them, so they had to run over and not pick up the orders.” Cao Cao’s special car driver Lao Zhang told reporters.

The driver and customer service management is chaotic

Many passengers, after experiencing the bad experience of Cao Cao’s special car, first chose to complain to the customer service. But as Mr. Li mentioned above, he communicated with Cao Cao’s travel customer service many times, but the response he got was always “reply within 3 days” or compensated by taxi ticket. “Who wants his taxi ticket? The key is whether the driver was dealt with? Where did the deducted money go?” This is a question from many passengers, including Mr. Li.

As for the management and punishment mechanism of Cao Cao’s special car for drivers, Lao Wang told reporters: “The platform does have some penalties for complaints, but we can also appeal to the customer service and cancel them.” The implication is that passengers can complain. But the driver can also appeal. As to whether the driver has been punished, outsiders don’t know how Cao Cao’s special car judged it. “The money is not in our account, but in the platform account. We don’t know whether the platform will refund the passengers after the dispute occurs.” Lao Wang said.

An interesting phenomenon is that reporters have seen from the online complaint platform that every travel company will receive complaints, but the sources of complaints are quite different. For example, most of the Didi platforms are complaints from passengers about the failure to receive promotional coupons for events, and more platforms are complaints from drivers. They complain that “the platform ignores the life and death of the driver and fines too much.” However, most of the complaints about Cao Cao’s special car came from passengers, and passengers were very disappointed with the driver and customer service of Cao Cao’s special car.

At the same time, the Cao Cao special car also has a small number of complaints from drivers. Usually, the driver complains that the Cao Cao platform’s advance payment cycle is too long, which causes the driver’s income pressure. According to the reporter’s understanding, after online car-hailing drivers are fined for evading orders or operating qualifications, online car-hailing platforms generally advance the driver’s losses to reduce the pressure on the drivers. However, the advance payment cycle of Cao Cao’s special car is as long as two months, while that of Didi’s is about a week. This has caused some Cao Cao’s special car drivers to dissatisfy with the platform. This also caused some Cao Cao special car drivers to ask passengers to “don’t let you get off without paying,” which gave passengers a bad experience.

“Now there are no subsidies on all platforms. You can earn a dollar for running one kilometer. Compared with Didi, Cao Cao has a little bit less, and there is no other benefit.” Usually, both platforms run Didi and Cao Cao at the same time. The old Wang said.

As for the driver management and training of Cao Cao’s special car, Lao Zhang told reporters:One morning training is enough, but it takes a week to examine the car. “

However, according to what the insider of Cao Cao’s special car introduced to reporters, Cao Cao has strict standards for driver management and training. For example, it requires more than 3 years of driving experience, rich driving experience, and no criminal record. Through the “driver job quality evaluation model” for testing, there are also a series of service standard certification and appearance instrument service certification.

From the perspective of the driver’s restraint mechanism and management training mechanism, there are differences between Cao Cao’s special car and other online car-hailing platforms. Cao Cao’s special car is also different in customer service management. Because the Cao Cao special car APP does not have a refund interface, customers cannot withdraw cash by themselves after recharging, but must be completed through customer service and the cycle is long. In this way, the customer service not only handles complaints, but also controls account funds. How does it handle the relationship between the two?

As for the service level of Cao Cao’s special car customer service, as far as the reporter has learned from passengers and drivers, they tend to think that Cao Cao’s customer service “does not solve substantive problems.”

The barbaric growth of Cao Cao’s travel

After years of development in the domestic online car-hailing market, Didi has become a dominant player, and other online car-hailing platforms are competing for share in different segments such as ride-hailing, private car, and car rental. And Cao Cao’s special car, that is, “special car” as the main focus.

According to the data, Cao Cao special car was established in 2015. It is a travel brand created by Hangzhou Uxing Technology Co., Ltd., a subsidiary of Geely Technology Group. Its main B2C model is that Geely provides vehicles, mainly new energy vehicles. These vehicles will then be delivered to the Cao Cao special car platform for online car-hailing operations.

Different from the online car-hailing platform of the C2C model, the B2C model of Cao Cao special car is based on the employment system in terms of driver team building, that is, the driver is an employee of Cao Cao special car and receives salary from Cao Cao Company. Because of the use of new energy vehicles, Cao Cao’s special car also developed the concept of green travel. In the past few years, Cao Cao’s special car has continued to expand throughout the country and has now entered dozens of major large and medium cities. “The biggest difference between travel companies with a OEM background and Internet travel companies is that many of them are built under the strategy of OEMs, so they are relatively less attractive to capital than Internet travel companies, and their strategic thinking is relatively inflexible. “The person in charge of a domestic travel company told reporters.

According toIt is understood that Cao Cao’s special car has been promoted by Geely for a long time, until it received 1 billion yuan of A round of financing in early 2018, when it announced a valuation of 10 billion yuan. But since then, no new financing news.

As competition in the car-hailing market intensifies, Cao Cao is not satisfied with only B2C business, but transforms into a full-service travel company. This is what many online car-hailing platforms are currently doing. In February 2019, Cao Cao’s special car was renamed Cao Cao Mobility, which was upgraded from a single special car business to a full business. At present, Cao Cao’s travel driver team includes both hired drivers and franchised drivers with cars. Its business covers online taxi and ride-hailing. , Car rental, nanny car, corporate car and other fields.

As the person in charge of the above-mentioned travel company said, due to the background of the OEM, B2C travel companies such as Cao Cao Special Vehicle must first follow the strategic layout of the OEM. The industry generally believes that it is more to digest the sales of Geely new energy vehicles. . In comparison, B2C travel companies have the advantage of car sources, and it is easier to create standardized services, but this is not the case for Cao Cao travel on the real customer experience side.

According to the reporter’s understanding, Internet-backed travel companies such as Didi Chuxing and Tide Chuxing usually impose severe punishment on drivers when disputes arise between drivers and users. However, Cao Cao’s special car seems to be the opposite in this regard. Let users bear a lot of injustice. In addition, according to the opinions of some car owners contacted by the reporter, the drivers of Cao Cao’s special car drove fast on the road, and rampages occurred from time to time. They believed that Cao Cao’s management of the drivers was not strict, and behind this was actually the rights and interests of other drivers and passengers. disregard.

In the public perception, Cao Cao’s travel is not well-known. In recent years, most of the big platforms such as Didi have been the focus of public opinion. However, the unnoticeable Cao Cao special car is actually in a state of barbaric growth. But in this process, as a service company that has become a national online car-hailing platform, should Cao Cao Travel provide a reasonable explanation for the passengers who have suffered losses?

(At the request of the interviewee, Mr. Li, Lao Wang, and Lao Zhang are all aliases)

This article is from WeChat official account: Economic Observer Online (ID: eeojjgcw) , Author: Gao Fei Chang, Tong Feng Liang