How Do I Complain about DiDi Poor Service

LBargainBenno on 10/07/2025 - 18:44
Last edited 10/07/2025 - 19:18 by 1 other user

We recently ordered a Didi rideshare from Home to the airport.

We particularly ordered a DiDi vehicle that had extra legroom as there were three of us and we had three bags. We waited 20 minutes for the DiDi car to turn up and when it turned up it was a very small Toyota Corolla hatchback. I spoke to the Didi ride driver, and he said there’s no way that he could fit three adults with three suitcases in his car even though we had ordered a larger car with extra legroom.

So subsequently we ordered another DiDi rideshare at the time. This also turned up as a Toyota Corolla hatchback. I cancelled that I then ordered a 3rd DiDi rideshare this was a larger vehicle Nissan X-Trail but it was 14 minutes before it would turn up. We were running short of time after wasting almost 50 minutes with the previous two cars, so we ended up driving our own vehicle to the airport and leaving it in the car park. To check-in bags at the 34 minutes before departure.

This poor service and not providing the right car even though we paid extra for it, this is not acceptable. I went on the DiDi website and there’s no way I’ve actually complaining about this happening so what can I do? The drivers who have very small cars are accepting jobs when the requestor is paying extra for a larger roomier vehicle.

Travel Car Didi Nissan SUV Toyota

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Comments

  • nicktork on 10/07/2025 - 18:51
    +30

    You usually get what you pay for. If you enjoy the regular 15-20% Didi discounts, don't mind their drivers routinely cancelling on you, can tolerate them turning up in small barely roadworthy shitboxes, then knock yourself out. If you want a more premium experience, book an Uber XL or Silver Service. I know what I'm likely to get when I book Didi (which I usually do) and set my expectations accordingly.

  • brendanm on 10/07/2025 - 19:12
    +21

    The few times I've used rideshares, didi drivers have been in random vehicles of very various quality, uber I know exactly what I'm getting and it tells me in the app, have never had a shitbox with uber.

    At the end of the day you've paid $0, and they don't care what you have to say anyway.

    • arcticmonkey on 11/07/2025 - 22:53

      Agreed.

      Didi and Uber offshored and AI service are a load of rubbish these days.

      Standards have really fallen.

  • McMaferMur on 10/07/2025 - 19:14
    +3

    Q: How do I complain about Didi
    A: go and tell Dodo

    • Dr Phil on 13/07/2025 - 21:37
      -1

      Best way to comaplin is with your feet

      Go elsewhere!

      Plenty of options

  • McMaferMur on 10/07/2025 - 19:16
    +3

    didi equal to ola.
    one time i used them the driver complaining about how bad Australia is (treating him) - the whole 30mins trip.

    • dbmitch on 11/07/2025 - 19:44

      And like Ola, Didi may exit the Australian market wholesale at this rate.

  • Randxyz123 on 10/07/2025 - 19:33
    +5

    Can’t you report an issue with the trip in the app?

    Personally if I had to be somewhere at a certain time, Didi would not be the service I use.

    • Marty131 on 12/07/2025 - 07:18

      Maybe if trip was cancelled it’s not possible to report an issue?

  • elgrande on 10/07/2025 - 19:57
    +2

    Didi complain?

  • JIMB0 on 10/07/2025 - 20:48
    +2

    You're lucky they even turned up. My first and last experience with DiDi was them accepting the ride and either sitting in one spot or driving in the other direction.

    • phor8 on 11/07/2025 - 11:46
      +3

      had the same with uber, and someone that dawdled for an extra 30 minutes to arrive at pickup (it was late so no traffic), only to speed off as i casually went to grab the door handle

    • jowu15 on 11/07/2025 - 13:08
      +2

      Have an elderly family member and order Uber for short trips from time to time and get cancelled regularly, if three Uber drivers cancelled the job, then Uber cancel our order.

  • TALL1one on 10/07/2025 - 20:52
    +5

    To complain about DiDi in Australia, you can contact their customer support team through the app or contact them via email.

    In the app go to your profile, then find the Service Centre and contact customer support.

    Emails need to go to [email protected]

    • Ade99 on 11/07/2025 - 08:58
      +5

      I think the complaints get deleted automatically in the order in which they are received…🤔

  • Protractor on 10/07/2025 - 21:10

    Well there's ya problem!
    The plural of DiDi, Diddums.

  • apple2016 on 10/07/2025 - 21:13
    +3

    How Do I Complain about DiDi Poor Service

    Stop ordering DIDI!

  • Sweet3st on 10/07/2025 - 21:44
    +2

    I use Didi regularly and they are generally pretty good, and cheap, but no I would not use them to get to the airport on time (unless I got there pretty early).

  • jv on 10/07/2025 - 21:46
    +2

    DiDi Poor Service

    We will know in October…

  • 7ekn00 on 10/07/2025 - 22:55
    +2

    TLDR: Chose a poor, cheap knock-off service, got a poor, cheap knock off service :/

    Should have just called an Uber ;)

  • p1 ama on 10/07/2025 - 23:11
    +3

    I went on the DiDi website and there’s no way I’ve actually complaining about this happening so what can I do?

    Take the hint, they don't give a flying crap what you think of them and their service. The whole business model is based around being cheap and shit. They don't care who or what turns up when you make a booking. For every person who's unhappy, there's probably 10 others who just get in the car and don't even know if it's the "extra legroom" option or not. That's how they do business.

    If you don't like it, vote with your wallet. I generally find that Uber is pretty good with showing you the exact vehicle that will show up.

    Also, FWIW, how can you not fit 2 adults and 3 suitcases into a Toyota Corolla hatchback? Two easily go in the back, and one can just sit in the unoccupied seat.

    • trapper on 11/07/2025 - 09:58

      Also, FWIW, how can you not fit 2 adults and 3 suitcases into a Toyota Corolla hatchback? Two easily go in the back, and one can just sit in the unoccupied seat.

      It was three people, but still agree there is space if you're creative with the packing.

  • joka on 11/07/2025 - 06:33
    +3

    Or you could have just ordered a cab

    • Save 50 Cent on 11/07/2025 - 16:43
      +1

      What’s a cab?

      • Antikythera on 11/07/2025 - 18:22
        +2

        the front part of a truck

      • joka on 12/07/2025 - 08:17

        It’s a car driven by someone else to take you from point A to point B

  • altomic on 11/07/2025 - 07:00

    Didi was found not guilty.

    Not much you can do

  • virgo76 on 11/07/2025 - 07:26
    +1

    Dony use Didi to save few dollars. Lesson kearnt

  • numloxx on 11/07/2025 - 08:24
    +3

    When you order, make sure you order a Didi Max, and not the standard. This is where your made your mistake. Don't take it out on the Didi drivers.
    https://imgur.com/a/vlwJ3XO

  • afah0447 on 11/07/2025 - 08:54
    +4

    Tech companies don't want to hear about complaints and accountability. If they did, they would not be able to 'move fast and break things'.

    They want to operate outside the law because its an app and not a traditional business. It will only get worse in the future as the billionaire class has outsized influence on Trump and he has the power to shape global policy in this area.

  • Ade99 on 11/07/2025 - 08:56

    They have a low price point…..with low service…ie they may (or may not) turn up when they quote, have multiple cancellations, vehicle is just about road worthy, driver may be high of stimulants to get them through a 16 hour shift…….complain, they meet expectations fully ……if they turn up send a positive feed back…everything else is simply cream.!

  • prisonmike on 11/07/2025 - 09:44

    You don’t complain about Didi, it will complain about you.

  • BewareOfThe Dog on 11/07/2025 - 10:01

    Did the driver look like this?

  • plmko on 11/07/2025 - 10:51
    +1

    You could've just booked a regular taxi like a regular trip to the airport….

    ..

    But no you guys just want something to complain about.

  • Potatohead82 on 11/07/2025 - 11:03

    I stopped using DiDi and Ola because my experience during the last 5 trips with them were horrible, the drivers were on their phones while driving, I had to tell them off. One of them seemed to have consumed some sort of stimulant before picking me up and was driving like he was driving an F1 racing car. On another occasion I saw on the GPS the driver was going to another location after he has taken my request, after I had been waiting for 30 mins to show up I decided to call him, and I heard there were other passengers in the background, meaning he was attending another request leaving me in the 30 mins queue. No more DiDi and Ola for me - thanks. In this case, we get what we pay for.

  • trapper on 11/07/2025 - 11:43
    +2

    Uber has also massively slipped in quality since launch.

    Bring on the driverless cabs, can't wait.

    • Excelsior on 11/07/2025 - 14:41

      There's no way this would become a viable business model, not in Oz anyway. They would get trashed and defaced within the first 2 days of launch.

      • trapper on 11/07/2025 - 18:00

        Will work perfectly well where I live…

        Also the system knows who’s in the cab - any vandalism will be charged to your credit card and reported to the police.

    • arcticmonkey on 11/07/2025 - 22:57

      Agreed. Uber customer service is as crap as crap can be.

      • tenpercent on 12/07/2025 - 21:05

        Changing the driver won't improve the customer service department.

        • trapper on 13/07/2025 - 19:33

          Without a driver you're hardly going to need a customer service department.

          • tenpercent on 13/07/2025 - 22:38

            @trapper: Until the AI decides you are going to comit a crime in the future and the car locks you inside and goes off course to instead take you to a facility where you will be placed into an electrically induced coma. You may want to contact customer service at that point to override the door locks.

    • Muppet Detector on 14/07/2025 - 19:32

      Woah…. Never read that John Marrs book called Passengers?

      It's about driverless vehicles getting hacked, and the govt knew about the loophole in the code but left it there so they could hack it if they wanted to.

      https://m.youtube.com/shorts/uZGqO87epcs

      He'll no!

      • trapper on 14/07/2025 - 23:40

        Anything controlled via a computer can, in theory, be hacked and turned against you.

        It’s a risk we already live with every day.

  • GordonD on 11/07/2025 - 15:02
    +1

    Saw a group of kids arrange their getaway from robbing the local liquor store by going around the corner with their loot and calling a DiDi. Tried to contact DiDi to warn them and/or tell the cops where the DiDi car dropped them. Gave up. It didn't seem possible. They are only interested in you contacting them to book a rideshare.

    • SpainKing on 11/07/2025 - 20:45

      How much did they get away with? Pretty risky relying on a rideshare service as a getaway vehicle (especially with all these people saying how they tend to show up late)

  • Save 50 Cent on 11/07/2025 - 16:45

    If you have paid a cancellation fee, report the issue thru the app and get a refund. If you paid nothing and just want to complain, then you already did here. Move on.

  • Nillionaire on 11/07/2025 - 16:46

    You waived your right to complain when you ordered the Didi. Even if you paid extra. That's like paying for First Class on Jetstar and expecting quality.

  • Konjhus on 11/07/2025 - 17:10
    +2

    You most likely ordered Didi Select, which offers roomier newish car. But it doesn't mean it will have a big boot space. Most of the time its not possible to fit 3 big luggages+3 passenger in a sedan. You needed to order Didi 'Max'. The fare is already darn cheap in Didi.

    • browser on 11/07/2025 - 23:13

      Yeah, "Select" is not reliable, on multiple occasions Corolla and Civic turned up for "Select" booking.

      It's possibly a best effort arrangement, larger cars may be prioritised only when multiple cars are in the vicinity.

      "Max" is more certain as it is quite a bit dearer.

  • SpicyStew on 11/07/2025 - 20:06
    +1

    You just did(i)

  • wizzlesticks on 11/07/2025 - 20:12
    +1

    Yep, I hate DiDi with a passion. I've had driver after driver, on their way to me, cancel after 10 minutes of waiting. The drivers should also be charged a $10 cancellation fee for cancelling after the np-cancel time period. Sometimes takes longer than 45 minutes for a driver to finally turn up.

  • Ciderfizz44 on 11/07/2025 - 20:35

    The Chinese government will lend an ear or take one 👂🏻

  • R-Man on 11/07/2025 - 22:10

    What did the report an issue section of the app say when you looked there?

  • Poor Ass on 12/07/2025 - 01:19

    Could of fit

    3 sit at the back

    2 luggage at the back one in the front passenger seat and hand carry on your lap if required… Uncomfortable yes but if you need make the flight just need to do it

  • arnieb on 12/07/2025 - 08:47

    DIDI DGAF. They have scummy business practices. I opened a complaint due to driver not using toll road for a trip despite charging for it. They just emailed to say the driver followed the right route (even though there was no toll on it) and no further action. I just gave up.

  • tenpercent on 12/07/2025 - 11:10

    Take it straight to Xi Jinping.

  • tenpercent on 12/07/2025 - 11:12

    Chargeback.

  • Mrtoolate on 12/07/2025 - 13:45
    +3

    Hold on for a moment. When you book a ride, it provides you with the car's make, model, and registration number. If you felt that the car wasn’t satisfactory, why didn’t you cancel and rebook until you found a more suitable option? It's not like DiDi sends unknown cars.

  • cheesecactus on 12/07/2025 - 15:15
    +1

    I use Didi a lot, and rarely use uber now as the prices on Didi are significantly better. I've never really had any issues other than drivers accepting and driving in the wrong direction or not moving. That also definitely happens with Uber too.

    Were you ordering a Didi Max or a Didi Select?

    Because the way you worded your post it sounds like you expected a Max, but were ordering a Select?

    Select has never really been a good offering in my experience. They seem to advertise it as similar to Uber Comfort. But thats unfortunately not accurate. Uber Comfort has been great in my experience, however Didi select is also generally only 50c to $1 more than the base Didi, while Uber Comfort is ~$5-10 more, so i cant really complain.

    As Mrtoolate stated, it shows you what the car is, just cancel if that's not what you want?

  • Bubbalicious on 12/07/2025 - 20:50

    By testifying at he's court case.

  • freekay on 12/07/2025 - 20:56

    How do I complain about DiDi poor service

    That's the best part—you don't!

  • npnp on 12/07/2025 - 21:24
    +1

    I've been using both Didi and Uber and haven't found any significant difference between the two services apart from the price. Perhaps waiting time were a bit longer for Didi. I've had sh*t boxes from both services so don't think it's only Didi. As a matter of fact, most of the drivers I came across did both Uber and Didi using the same vehicle. From what I heard, they get better cut from Didi for the same date (as Uber takes a larger percentage for admin) however that gets equalled out as Didi prices are usually cheaper to begin with. So as far as drivers are concerned, they don't mind both (and usually do both).

  • wetsandwich on 13/07/2025 - 19:27

    Vote with your wallet and tell your friends and family. These tech companies know you'll be back regardless, so break that assumption by never using them again. That's what I did with Doordash after the 5th in a row delivery with late, cold food (if it ever turned up at all)

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