＂Crash＂ is a hot search, and Didi apologizes： Didi’s abnormal expenses will be settled and compensated uniformly.

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Late at night on November 27, Didi users in Beijing, Shanghai, Shenzhen, Hangzhou and other places reported that the Didi Chuxing APP could not be used, and Didi Taxi could not be reached. In some areas, the "Didi Chuxing" platform had abnormal network loading, the driver could not take orders or confirm that passengers were on the bus, and the map could not be located. There are also suspected online taxi drivers who posted messages on social platforms saying that while delivering passengers, the navigation could not be used and the map could not be loaded.

Subsequently, the "drop collapse" topic word on the hot search, as of now, the topic of reading reached 300 million, there are 39,000 discussions.

In response, Didi Chuxing officials responded early this morning: After the technical team repaired overnight, Didi’s online car-hailing and other services have been restored, and users can download the Didi App to use the taxi service. Cycling and other services are still being repaired one after another. All green and orange vehicles that can be unlocked or unlocked can ride for free, hoping to do a little more to relieve the pressure of the morning rush.

"On the evening of November 27th, the app service was abnormal due to a system failure, which affected some users’ travel and drivers’ orders. I am very ashamed that I did not serve you well. I apologize again. We have collected and sorted out relevant issues and opinions, and the instructions are as follows:

1. The coupon in the user account can be used normally. If the coupon does not take effect due to the failure, after the user pays the original price, the system will automatically deduct the coupon and refund the same way after the failure is restored (the same amount of the coupon). Please be patient; please don’t worry about abnormal payment and multiple deductions caused by the system failure. Please be patient. The compensation will be settled uniformly after the accident is dealt with;

2. Please pay attention to the drivers. Starting from Monday night, due to system reasons, the issuance of relevant rewards that have been received/purchased will be delayed. The platform will calculate normally, make up the money one after another, and the word-of-mouth value travel points will also be calculated normally. The display will resume one after another. Please be patient.

3. The Didi App invoicing service can be used normally. Didi’s 24-hour customer service has deployed more personnel to answer user inquiries, and will do its best to properly solve the problem as soon as possible;

4. Users can participate in the preferential activities of Didi National Carpooling Day normally, and have the opportunity to fight for a luxury car. Thank you for your support for low-carbon travel. The carpooling planet activity will be delayed.

5. Users who fail to turn off the lock during the failure should not worry. The deducted fee will be returned the same way;

Please pay attention to safety when traveling during the morning rush hour. Other unmentioned problems are still being solved. I am very sorry for the inconvenience caused to the majority of users. I apologize again to everyone, we are still working hard. "

According to statistics from Nanfang Daily, Didi Chuxing’s previous financial report for the third quarter of 2023 shows that the total transaction volume of China’s travel business in a single quarter is 72.50 billion yuan, and the average daily order volume reaches 31.30 million orders. Calculated by the failure time of this "collapse", it is estimated that Didi will lose over 10 million orders and over 400 million transactions.

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Xin Ke Du

A daily in-depth investigation of technology and finance