Yandex Taxi support service

By turning to Yandex Taxi services, customers hope to receive quality service and save money. However, sometimes these expectations are not met. When should you complain to passenger service and how to contact them? Clients of a taxi aggregator need to know the step-by-step algorithm of actions that is followed when filing a complaint.

Book of complaints and suggestions.

When is it reasonable to file a complaint?

Any dissatisfied client can complain about a taxi driver. Typically, customer dissatisfaction occurs due to the fault of drivers or due to technical failures of Yandex Taxi software. The most common violation on the part of carriers is inappropriate behavior. In addition to simple rudeness, passengers sometimes encounter the following rudeness:

• with harassment;
• with threats;
• with insults;
• with an unreasonable refusal to travel;
• with delivery to the wrong location;
• taxi being late for a call;
• with deception.

Sometimes, after accepting an order, taxi drivers do not want to carry clients and demand that the service be canceled. At the same time, the drivers themselves are in no hurry to refuse - they protect their ratings in the Yandex Taxi application system. If the customer cancels the call before the car has arrived at point A, his passenger rating will decrease.

If you fall for this trick when the taxi has already arrived, you can waste time and get a fine for canceling the call. If you have suffered in this way, you should file a formal complaint against the carrier.

To earn more than the service allows, some drivers resort to fraud. Complaining is the absolute right of passengers who encounter the following violations:

1. The order is completed, although the service was not actually provided. In this case, the taxi driver finds out the final destination, gets to it, and receives money from the card of the defrauded client. You can find out about such deception by checking the driver’s location using the Yandex Taxi application.
2. The trip is over, but the driver has not completed the order in the Taximeter. In this case, the cost of kilometers that the taxi driver will drive independently after point B is added to the price of the trip.
3. The driver notes too late in the Taximeter that he picked up the passenger from the starting point. In this case, the lost time goes towards the wait, and is ultimately paid in addition to the cost of the trip. The same thing happens when a taxi driver is late for a call or mixes up the departure address.
4. A mark about the start of the trip appeared in the application before the carrier arrived at point A. In this case, the passenger pays for both the order itself and the distance that the taxi driver drove alone.
5. The driver drove the customer in circles or otherwise deviated from the optimal route suggested by the app. The purpose of such fraud is to increase the mileage, and therefore the cost of the trip.
6. The driver accepted the call, but took another passenger instead of the customer. At the same time, taxi drivers also proceed from personal gain.

A complaint should always be filed if the final cost of the trip suspiciously exceeds the original one. You must also inform technical support about the following situations:

1. It is impossible to contact the driver: either his phone is unreachable, or the call is constantly dropped.
2. There were problems with delivery when paying by bank transfer.
3. The driver looks unkempt or smells unpleasant.
4. The taxi driver is under the influence of alcohol or drugs.
5. The car is unsuitable for transporting passengers. We are talking about both the technical problems of the car and the condition of the interior.
6. The driver violates traffic rules, endangering the lives of the passenger and other road users.
7. The customer or another person was injured due to the actions of the driver.

A reason to leave a complaint can also be the taxi driver’s behavior that creates discomfort for the client: smoking, too loud music in the cabin, refusal to close a see-through window. Another reason to complain is the inability to return items left in a taxi.

Driver rudeness is cause for complaint.

Less often than with driver dishonesty, Yandex Taxi customers encounter technical software failures. The support service is informed of the following troubles:

1. About failures when recording completed trips. It may not be displayed at all in the application, or it may appear twice.
2. The fact that the application independently called a taxi.
3. That the order was accepted by several drivers...
4. About the fact that the car was delivered when it was no longer needed.
5. The fact that the trip fee was written off incorrectly.
6. About the fact that it is not possible to link a card to an account in the service.

Before complaining about problems with the software, Yandex Taxi users should check the quality of their Internet connection.

Yandex Taxi customer support

The support team always tries to quickly resolve any problems.

Passenger Helpline

In the three largest cities of Russia there are direct phone numbers for a support hotline. You can call them from any location in Russia. The call is free.

• 8 499 705 8888 — Moscow;
• 8 812 389 3333 — St. Petersburg;
• 8 343 226 0966 — Yekaterinburg.

Drivers can also contact these same support numbers.

Contact via the application

In the Yandex.Taxi mobile application you can leave a review after your trip. Write how the service was provided and provide your phone number for contact.

For example, through the application you can complain about incorrect debiting of funds when paying with a bank card. If it is discovered that the money was written off illegally, it will be returned.

Write via the site

On the Yandex.Taxi website there is a “Help” tab, where you can write to the support service.”

Main sections for reference:

1. Oh, I forgot my things in the car
2. Something with money
3. I want to complain
4. Everything is broken
5. Got into an accident

Select the problem you want to address, fill in all fields (marked with a red asterisk - required) and click on the “Submit” button.

After processing the application in the quality service, you will receive a response by email or they will call you back.

You can also write to the official VKontakte group.

Customer Questions and Problems

Yandex.Taxi tries to do everything for the convenience of passengers. Therefore, questions, suggestions, feedback and criticism from customers are always welcome.

How can I leave feedback about my trip?

The application has a built-in function for assessing the quality of services. Select the number of stars you would like to rate the trip with, and you can add a review if you wish. Your rating will affect the taxi driver's rating.

The promotional code did not work, what should I do?

A promotional code may not work for several reasons:

1. Its validity period has expired;
2. The code is incorrect;
3. There are problems or technical work is underway.

To solve the problem, write about it in the “Promotional code did not work” section on the Yandex Taxi website. If the problem is due to malfunctions or maintenance, they will help you use the promotional code later.

What payment methods are available?

The service can be paid in cash, by bank card (non-cash payment), via Apple Pay, Google pay.

Payment problems

If the system incorrectly calculated the cost or an incorrect write-off occurred, you can complain through the Yandex taxi website or application. It is also worth contacting if you have problems paying by card, if the driver did not give change when paying in cash, or if there are disagreements regarding payment.

Why doesn't the Yandex Taxi app work?

The service may experience short-term technical glitches. Try reloading the application, placing an order a little later, or ordering a taxi by calling the dispatcher. If the situation does not change, then contact support.

What to do if you forgot things in the car?

If you left your things in the car, call the taxi driver. His phone number is indicated in the Push Notification and is saved in the trip history for 24 hours after the trip is completed.

If you have the corresponding function enabled, then an SMS should have been sent to your phone, which also contained the driver’s phone number. In addition, his phone number must be indicated in the trip report. This function must also be enabled.

If all these methods do not work, contact the Yandex taxi support center by phone or through feedback forms.

According to the rules, drivers are required to report items forgotten in the car to the support service. They are usually deposited with taxi companies.

Here are detailed instructions for this unpleasant case.

Proposals for service development

If you know how to improve the performance of the Yandex taxi system, leave your ideas and recommendations in the “Suggestions for service development” section on the official website.

Trip history and reports

A trip report may be needed, for example, if you forget something in the car. It will also be useful if you want to leave feedback about the service or the report is required for work.

The report includes data:

• about the car;
• about the driver;
• about the taxi fleet;
• about the tariff;
• about the date and time of the trip;
• about the point of departure and destination;
• about travel time;
• about the cost.

All reports add up to a trip history, which will allow you to further analyze, for example, how much time it takes to travel, or what the cost of taxi services is per month.

How and where to complain

There are two ways to leave a complaint about poor quality service with Yandex Taxi. To protect their rights, clients can use the telephone or the Internet. Screenshots with the driver’s data and trip details will help substantiate your dissatisfaction. Some users confirm the validity of complaints using recordings from a voice recorder, video recorder or street surveillance cameras.

Telephone complaint

Any Russian can complain about poor service to Yandex Taxi via a free hotline. There are also special numbers that are free for residents of some cities:

• for Moscow - 8 499 705 8888;
• for St. Petersburg - 8 812 389 3333;
• for Yekaterinburg - 8 343 225 0966.

Calls to the regional technical support service are free provided they are made from a landline phone. On weekends and holidays it is more difficult to contact operators than on weekdays.

Help Desk Operator.

When you call technical support, you need to briefly, succinctly and consistently describe the problem situation. The operator is provided with the phone number from which the taxi was called and the following information:

• essence of the claim;
• call city;
• driver's first and last name;
• description of the car;
• order time;
• travel route.

They communicate with the operator calmly, without aggression.

Written measures

When contacting the technical service in writing, comply with business style. The message should be concise, emotional coloring is undesirable. It can be sent in several ways.

Official site

You can complain about a trip using the forms on the Yandex Taxi website. To do this proceed as follows:

1. Open the official website of the service.
2. Go to the support section by clicking on the corresponding button in the menu bar at the top.
3. On the page that opens, find the “Write to support” menu, and in it select the “Trip review” button.
4. Fill out the feedback form that opens.

You must enter your name and email address in the form. The following data is also entered there:

1. The phone number from which the taxi was called.
2. Date and approximate time of calling a taxi.
3. Commentary on the trip.

The form allows the client to indicate whether he enjoyed the trip. If you answer in the negative, you can indicate one or more of the following shortcomings:

• the cabin smelled unpleasant;
• the car was in poor condition;
• the driver did not have change;
• the taxi driver drove in circles;
• the driver behaved rudely;
• the driver was late.

The client can check the box next to “Other” to write about claims of a different kind in the comments field. After filling out the entire form, click the “Submit” button.

Mobile app

After the driver completes the order in Taxometer, a review form will automatically open in the Yandex Taxi application on the passenger’s phone. To report your dissatisfaction with the service, proceed as follows:

1. They give the driver the lowest rating on a five-star scale.
2. Enter a reasonable, succinct statement of claims against the service in the comment column.
3. Submit the completed form by clicking on the appropriate button.

The form in the mobile application is not as convenient as the one presented on the Yandex Taxi electronic resource. Unlike the website, the application does not offer ready-made wording for a claim.

How to rate a Yandex Taxi driver.

Technical support

It’s easy to complain directly to Yandex Taxi technical support. To do this, write an appeal that includes the following information:

• the essence of the complaint;
• customer city;
• taxi call time;
• travel route;
• last name and first name of the carrier;
• description of the machine.

A letter with the resulting request is sent to the email account of the Yandex Taxi technical service

User support specialists can also be contacted through the Yandex Taxi group on the VKontakte social network. They proceed as follows:

1. They open a Yandex.Taxi group on the VKontakte social network.
2. Find a link to the administrator responsible for supporting service users.
3. Go to the page of the main user support specialist.
4. In personal messages, they explain to the specialist the essence of the problem and the details of the trip.
5. Waiting for a response from the administrator.
6. Discuss an exciting situation with a technical support employee.

You can also describe the problem in group discussions. The administrator responds to all open requests and invites users to private messages to clarify the order details and the client’s phone number associated with the application.

How and where to leave a complaint about Yandex Taxi

If you know where to send a complaint about a taxi driver, then start with the service support service.

To Yandex Taxi technical support

1. You can leave a request on the website in the “Support” section of the “Taxi” subsection using a convenient form. If you are logged into your Yandex account, the email field will be filled in automatically.
2. You can send a complaint through the passenger application by going to the “Support Service” section, selecting the “Taxi” service item, and going to “I want to complain.” Next, you need to select the appropriate section: unprofessional driver, problem with the car, etc. Since you are already authorized to work with the application, all that remains is to add a comment, if necessary, upload a photo (maximum 20 files) and send. If the trip has already been completed, you need to go to Order History, click the “Help” menu on the menu for a specific trip and describe your request using a form similar to that described above.
3. You can call the Yandex Taxi complaint phone number listed in their official application.
4. A letter to technical support can be sent from the official Yandex Taxi page on Instagram by clicking the “Email” field. You will be automatically redirected to your email, where the addressee field will already be filled in. You can also write a message via Direct on Instagram.

To the taxi depot

To file a claim with a taxi company, you need to find out its name. If the order was made through the application, then through the order history you can see the name of the taxi fleet by opening “Help”. And then click on the image of the trip, where there will be the name of the partner and his contacts.

To the authorities

• Rospotrebnadzor. You can fill out the electronic form without registering with the ESIA. You must choose one of two options on the site.
• Ministry of Transport. It is convenient to contact the regional transport department on the ministry’s website: the “Citizens’ Appeals” section, then the “Submit an Electronic Appeal” tab. You can attach any files, including photos and archived videos.
• Court and prosecutor's office. It is worth filing a claim or statement only in case of violation of the Criminal Code - if the driver threatens a passenger or commits other illegal actions, he can be prosecuted under Article 119 of the Criminal Code. It is important to provide evidence of what happened and describe the situation in detail; witnesses will be helpful. You cannot file a claim for rudeness or discomfort of the trip, only for serious claims against the carrier.

Appeal on the website of the Ministry of Transport

Appeal on the Rospotrebnadzor website

other methods

You can complain about a Yandex Taxi driver on forums or review sites. And also in the official group of the service on VKontakte or Facebook.

It is important to know

It’s worth remembering about the post-trip rating in the app. You can also comment there. A complaint against a Yandex Taxi driver will lower his rating in case of unsatisfactory service.

In what cases will the driver be punished?

All received complaints are checked. Technical service employees are conducting a short investigation to resolve the following issues:

1. To what extent is the information received from a dissatisfied client true?
2. How guilty is the driver with whom the customer dealt in the current situation?

In case of technical problems that occurred independently of the driver, he will not be punished. Sanctions will be imposed if the carrier violated the regulatory code, which all Yandex Taxi operators must follow. Complaints confirmed by technical support lower the taxi driver’s rating in the service’s applications, which deprives the driver of the opportunity to accept the most profitable orders. When a carrier's rating falls below 4, its Taximeter account is automatically blocked.

A negligent employee will be able to return to driving only 60 days after the start of the ban. By this time, negative reviews will lose their force and will no longer influence the rating.

Employees who violate the law are permanently denied access to the Taximeter. To hold them accountable, a complaint to technical support is not enough. Such problems are a matter for the court and Rospotrebnadzor.

Technical support for drivers

Drivers have their own channels for contacting support: groups in instant messengers and social networks. networks, mobile application “Taximeter”, separate website, taxi companies.

Phone number

Drivers use the same phone number as customers.

8 499 705 8888

The call is free from any region of the Russian Federation. The operator will answer at any time of the day or night.

Separate numbers for cities:

Click "Write a message" and ask your question. The answer will come within 15 minutes.

Or add a comment in the discussions.

Feedback on the site

Help information about working in Yandex.Taxi is available on the website:

https://pro.yandex/ru-ru/moskva/base

You can contact support using this link:

https://pro.yandex/ru-ru/moskva/base/support

Instructions on how to send a request:

1. Enter your full name in the first line. Next, write the email address to which you have access, the series and number of your driver’s license, the city and the names of the taxi companies you work for, separated by commas. Please enter your call sign if desired.

2. Click on the arrow in the menu and select a topic to contact from the list.
3. Enter the message itself. Use the "Upload" button to attach files to the email (if necessary). Click "Submit".

4. Expect a response to the email you provided in the application form.

Office visit

From October 27, 2021, the Driver Center in Moscow is closed. The office has switched to remote service. As of January 2021, the situation has not changed. Contact your taxi company with any questions. Bring your driver's license and vehicle registration certificate with you. Or write to support via social media. networks, instant messengers and the Taxometer mobile application.

A map with directions to the office is on the Yandex.Pro website. Here you can check whether the office is operational or not:

https://pro.yandex/ru-ru/moskva/support

What do complaints lead to?

Complaints and negative reviews are a necessary tool that allows customers to assert their rights and improve the quality of the Yandex Taxi service. By correctly contacting the technical service, you can punish inadequate drivers and even deprive them of their jobs. Complaining to support staff is the easiest way to get back the money that was used to pay for poor-quality or unprovided service.

Working with federal partner Yandex Taxi. Technical support 24/7. Automatic payouts are free, commission on orders is 3%

Submit your application

Taxi driver technical support: Which is better to contact – a taxi company or an aggregator?

In any work there are unclear issues that are resolved by competent persons. The work of drivers would not be possible without the support provided by the taxi aggregator .

Yandex Taxi technical support helps its drivers resolve many issues. Alas, there are disadvantages to the work of technical support.

The main disadvantage is the speed of response. Nowadays, most companies work remotely, which quite limits the functionality and efficiency of specialists, but does not reduce the number of requests. The taxi aggregator does not have time to process all incoming requests, causing dissatisfaction among drivers.

Most questions and controversial situations of drivers can be resolved by a taxi company.

What questions can you contact the taxi company for?

The most frequent calls to the taxi company are:

• order compensation;
• minus balance;
• reasons for blocking;
• other technical issues.

Taxi fleet managers are experienced specialists, having 5-7 years of experience in the taxi industry, so they will help solve the problem no worse than Yandex Taxi technical support.

What does a taxi aggregator decide?

the service support directly if there are problems with the order, if possible, to remove the blocking, to establish contact with the client if he loses things.

Technical support for self-employed

Self-employed drivers work for themselves, paying a commission on orders and a percentage of the taxi aggregator. The commission is higher - 6% versus 2-4% for the taxi fleet . Working directly, the driver may have difficulties with payments - there may be delays in banks. The taxi company has reserve accounts for withdrawing funds at any time.

In self-employed mode, drivers only have access to technical support from Yandex Taxi or another connected service . Due to the large flow of requests, you can wait too long for a response to a request.

When working through a taxi company, if difficulties arise, you can contact your personal managers for advice. We will try to quickly solve any of your problems at the Yandex Taxi technical support level.

Team Avto is a federal taxi fleet working with the largest aggregators: DiDi / Yandex Taxi / Uber Driver Russia / Citymobil . The park commission ranges from 0 to 5%.

We offer work in different modes: driver, courier , loader driver , as well as the possibility of renting a car , for a salary project or a turnkey car loan in a taxi from 740 rubles.

You can find out more about the conditions for working with a taxi fleet on our Team Avto website .

For more detailed information, contact our employee at the toll-free phone number in the Russian Federation - 8 or leave a request and we will call you back!

How can I contact support?

If you have any questions, you can call the support service using a single number or write a request via chat on the company’s official website.

Taximeter technical support service - Contact form

You can also send a message to the group administrator on a social network or contact the managers personally by visiting the nearest office.

Phone number

Both clients and drivers can call the company's helpline. Hotline phone numbers for the Yandex.Taxi service:

• in Moscow - 705-88-88 with area code 499;
• in St. Petersburg - 389-33-33 with code 812;
• in Yekaterinburg - 226-09-66 with code 343.

You can find out the support phone number for your region on the website located on the side of the screen.

Technical support on the site

Having visited the website of the Yandex ru service, you need to open the “Support Service” tab and write a request. You must indicate the reason for creating the request: problems with payment, writing a review, subscribing to Yandex. Plus”, errors when entering a promotional code, a complaint against an employee, loss of things in the car or lack of a report on a monetary transaction. Here you need to enter personal data, including information about the vehicle used, and an email address for feedback.

If you forgot something in a taxi, write a request to technical support.

Mobile app

After installing the mobile application, you need to open it and go to the subsection called “Leave a review.” The letter should describe in detail the problem that has arisen, indicate the objective reason for the complaint, attaching information about the ordered car to the appeal - its number, the date the taxi was called.

In addition, you need to leave contact information to receive a specialist response. The operator contacts the client within 20 minutes after receiving the request. To receive a refund, you must provide proof of the violation.

In the application, you can ask any questions to consultants - they respond to messages within a few seconds. There are mobile versions for smartphones with Android OS and iPhone and iPad devices. Owners of iOS-based gadgets can download the corresponding application from the App Store.

Personal visit to the office

You can get clarification on an issue of interest by coming to the company’s office and talking with employees. The main office of Yandex.Taxi in Moscow is located at st. Vyatskaya, 27, building 3, entrance No. 4, fl. 2. Working hours: on weekdays - from 9:00 to 19:00, on Saturday - from 10:00 to 19:00, Sunday - closed.

You can visit the office in cases where the driver or client has suggestions for improving the service, the person wants to become a partner of the company, there is a malfunction in the taximeter, or the rating was calculated incorrectly.

Contact on social networks

On social networks you can find official Yandex.Taxi groups, which both clients and drivers can subscribe to. Here you can leave a request to a support specialist. In addition, subscribers can read reviews from other people and view the administration’s answers to the most common questions.