Yandex Taxi number for passengers and drivers: how to call

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:

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.
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.
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.
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.
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.
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:

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

About failures when recording completed trips. It may not be displayed at all in the application, or it may appear twice.
The fact that the application independently called a taxi.
That the order was accepted by several drivers...
About the fact that the car was delivered when it was no longer needed.
The fact that the trip fee was written off incorrectly.
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.

Other methods of communication

If for some reason the hotline number is unavailable, you can contact Yandex technical support in other ways.

Application

Yandex Taxi technical support can be contacted through the application. Of course, for this the program must be installed on the phone. In the “Leave Feedback” section you can write your question, complaint or suggestion. If any problem occurs, you should describe it in detail, include the driver's number and your contact information.

After a short period of time, the application will be reviewed. As a rule, the technical service offers several options for solving the problem.

Video “How to work with the Yandex Taxi application?”

This video provides a manual for working with the customer service application.

Email

The service can also be contacted via email: . You can write your application in free form. However, it is recommended to indicate in the letter your contact information, the exact date and time of calling a taxi. It is also necessary to describe the problem in detail.

You must include your phone number in the letter. Otherwise, the support service will not be able to contact the client.

Author's advice

Depending on what problem caused you to contact the service, employees will offer options for solving it.

Social media

Another effective way to contact the aggregator support service is social networks. Yandex Taxi has several:

Instagram: https://www.instagram.com/yandex.taxi/;
VKontakte: https://vk.com/yandex.taxi;
Facebook: https://www.facebook.com/yandex.taxi;
Twitter: https://twitter.com/yandextaxi.

Of course, in order to contact technical support via a social network, the client must be registered in it and have his own account.

Switch to social networks of the aggregator

Contact via the official website of the aggregator

Contacting the taxi dispatch center

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:

Open the official website of the service.
Go to the support section by clicking on the corresponding button in the menu bar at the top.
On the page that opens, find the “Write to support” menu, and in it select the “Trip review” button.
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:

The phone number from which the taxi was called.
Date and approximate time of calling a taxi.
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:

They give the driver the lowest rating on a five-star scale.
Enter a reasonable, succinct statement of claims against the service in the comment column.
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:

They open a Yandex.Taxi group on the VKontakte social network.
Find a link to the administrator responsible for supporting service users.
Go to the page of the main user support specialist.
In personal messages, they explain to the specialist the essence of the problem and the details of the trip.
Waiting for a response from the administrator.
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.

In what situations should you file a complaint?

The Yandex Taxi service has many positive aspects that you will not find in other organizations of this kind. However, no positive reviews can prevent a situation where a passenger encounters problems when ordering a car. And in this case, the client has the right to file a complaint.

When calling, the taxi driver must fulfill the following obligations:

deliver the person to the place indicated when confirming the order. If the passenger was dropped off in another place, the situation is regarded as inconsistent with the contract. Therefore, a person has the right to refuse to pay for a service provided to him poorly;
The client has the right to refuse the trip until the car arrives. In this case, he will not pay penalties. But if the driver has already arrived, you will have to pay compensation;
the customer of the service has the right to transport his luggage in the car, including plants and animals. However, he must agree on this point with the taxi driver before placing an order. It is also necessary to warn about children and people with disabilities, since not every car will be able to transport such passengers.

The client of a taxi service has the right to comfort. Therefore, he may demand to turn off the music, make it quieter, or not smoke in the cabin. The passenger can order the shortest route, which he considers to be such.

If the above rights of the client are violated, he has the right to file a complaint. Also grounds for complaint are:

delivery of a dirty car;
obvious extension of travel time by the taxi driver;
turning on the counter before the start of movement;
the car did not arrive after ordering it through the mobile application;
the driver is rude, refuses to turn off the music or smokes in the car;
an unprofessional driver who drives carelessly and in violation of traffic rules;
identifying financial fraud from accounts;
the trip is carried out along a long route with special standing in traffic jams. Such actions allow the taxi driver to get more money for the call.

In principle, you can write a complaint to the service for any reason where the passenger felt his rights were violated. The main thing is that your claim is justified.

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:

To what extent is the information received from a dissatisfied client true?
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.

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%

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Current hotline phone numbers in Yandex Taxi

Customer Service City	Phone number
Moscow	8-499-705-8888
Saint Petersburg	8-812-389-3333
Ekaterinburg	8-343-226-0966
Across Russia	8-800-333-11-33 (toll-free)

If you are interested in the question of how to call the Yandex Taxi support service, then first of all you need to know that it has a regional division and each region has its own telephone line:

for example, the Moscow branch has the number 8-499-705-8888 (Moscow);
support service of the northern capital 8-812-389-3333 (St. Petersburg);
for residents of the capital of the Urals, this number looks like this: 8-343-226-0966 (Ekaterinburg).

You can dial the hotline number from a landline telephone absolutely free. There is also a general all-Russian number that can be used by residents of any corner of the country and this is: 8-800-333-96-39. This call within the Russian Federation does not require payment.