DiDi

I needed to get to a first aid course that was 15 minutes drive away. I booked the didi 30 minutes before I needed to get there just in case. Initially it said 3 minutes away but the estimated time kept going up, I look on the app and the driver was driving away from me. The time kept going up so I called him and he answered and said he was 3… Read more

minutes away even though it said 9 minutes on the app. I watched his car pull into a random street and then start heading back towards me. At this point I’m going to be late. Two blocks away from my house he turns the wrong way again drives to a random side street again. I call him again and he answers and says he’s nearly there. At this point it’s been almost 30 minutes when it said 3 minutes when he accepted the trip. At this point there is no longer any point getting the DiDi because I’ve missed the first aid course. I cancel the trip. There is no way at all to talk to anyone from didi as it is all automated. I go through the app to say that I’m dissatisfied and I get a $5 coupon that I will never use because I’m deleting the app and will never use didi again.

Didi never fail to dissapoint, spike the price just when you are about to take ride and then creep costs in after the ride. Well done didi you have done it again

Absolutely terrible rideshare company and some of the worst customer service I'd ever witnessed. I had a 5 minute ride through DiDi app a couple weeks ago and later the same day I got an email from DiDi support saying that I'd left a terrible mess in the car and been charged $150 for cleaning fee. I contacted DiDi support and they agreed that… Read more

I've been charged incorrectly and agreed to remove the cleaning fee. Nevertheless, a couple days later the charge came through on my account. I contacted support again and they informed me that previous time something was done incorrectly but they will now issue a refund.

I waited for a week and no refund came through so I contacted support for the third time. This time I was told that the charge has been "deleted" from my account, therefore I haven't been charged and they are not going to issue any refunds. But I can clearly see the $150 cleaning fee listed in my ride history and I've been charged on my account.

So this is just absolutely terrible! Not only their systems allow and facilitate the "cleaning fee scam", which I now know happens a lot particularly with DiDi. And in addition to that their support staff are absolutely clueless and cannot do anything right.

I absolutely don't recommend DiDi and if so happens you need to use their services, I recommend taking photos on leaving the vehicle so you have evidence.

Checked Uber , prices were starting around $30, thought it was a bit steep for a relatively short journey. Thought I’d check DiDi, same journey $18, I booked it, driver arrived in 2 mins , car immaculate, driver very pleasant, it’s nice to have an alternative service .

Waited for almost 45 minutes for a ride on 12 Jan at Melbourne airport. Driver after driver accepted the ride only to cancel within minutes. The first driver that accepted the ride indicated he was 5 minutes away and within 2 minutes he indicated he… Read more

was waiting for me but he was nowhere to be found at the rideshare pick up point. Good thing is I was not charged for it. I understand that the airport was congested at that time but surely there must be some way to compel drivers to not simply cancel the ride acceptance just because the pick up area is congested. And they are not cheap either - almost the same as the other rideshare. Lesson learnt-never use Didi if the airport traffic is congested.

At first DiDi fare was customer friendly, now it's charging too much. Some times DiDi don't provide updated route map to drivers when there is a road work, then the driver takes different route and DiDi charges double from the customer. Now a days i don't book a ride with DiDi, uber is now customer friendly than DiDi. Show details

Price scam! Estimated $53, adjustment $39! $92 total charge. Avoid DiDi! Edit: I'm satisfied with the resolution. Thanks Didi support for the promptly response. I posted above because didn't find where to contact the company. (Should through "my trip") Due to some reason the trip was marked "different route, time delay" so the adjustment… Read more

applied.

After few exchange Didi offered generous compensation including full refund and coupons. however I indeed am happy with the driver and the car think he should be awarded with his job not be punished empty handed because of human error/glitch, so I rated him 5 stars and tipped reasonable $$.

I would recommend Didi because of the competitive fare and customer service.

I had a fantastic ride with Abdi (FLM16E) 18/12/2025. The car was spotless and very comfortable. He was punctual and went above and beyond by lifting my heavy luggage in and out of the boot for me. A true gentleman and a great Aussie spirit. Highly recommend!"

Cheaper than Uber most times and thankfully less drivers cancelling during peak periods when they are 1 minute from your house. Apparently take a lower cut from drivers too.

Whilst I have a current legal case against DiDi as a Driver ... I can add detail to many issues customers state ... 1. The Driver does NOT have ANY control over the fare charged. This includes tolls and 'cleaning fees'. It is DiDi who charge these NOT the Driver. 2. If you want to avoid the 'toll' .... you can tick that off when you make the… Read more

booking. Just remember ... YOU are making the booking, NOT the Driver. 3. The 'cleaning fee' is anywhere between $80 - $150. and is only 'submitted' by the Driver with supporting photos. There is a risk, that the Driver has used a previous photo. That is outright fraud, of course. DiDi still need to 'approve' the payment. The Driver can NOT charge the fee himself. 4. Size of car / extra leg room. There is no such thing on DiDi. Every car can carry four passengers. It is not the fault of the Driver or DiDi, if the passengers are 'larger than average'. Every customer should be checking their app immediately after the booking has gone through, to check WHAT TYPE of car has been allocated. If you find a small car is booked for you, and you need a larger vehicle .... THAT is your responsibility to cancel and rebook, until you get the car you want. If it takes five goes, that was your choice. There is NO method on DiDi to 'book a large car' ( where did you get that idea from ? )

People often get the two confused ( Uber and DiDi ). Just because you could book a large or luxury car on Uber, doesn't mean there is the same option on DiDi ( Think of the QANTAS and Jetstar analogy ).

Whilst there are some rouge Drivers out there, the majority of us are quite honest and fair. We expect the same from riders, and often, don't get it. We are NOT your servants. You do NOT own the Driver, because you think you are paying a $10. fare.

words I cannot use to describe my anger at Didi my friend lost her wallet containing cash and cards and id papers, last Tuesday morning 25.02.26 contact Didi Customer services department via their phone number and email, many times, in one of the replies from Didi i was given the driver's contact phone number, I dial the number, spoken to the… Read more

driver, who knew my friend was a passenger sitting in his vehicle, I asked him to look for the wallet and he said he will get back to me shortly after 30 minutes, I immediately followed up this phone call by sending him a text message, i received nothing after 30 minutes, and waited a up to 1 hour, another phone call to driver, no reply and another text message and no reply, I replied back to Didi Customer services email which contains the driver's phone number, saying that your driver has failed to comply with Didi work instructions, usually standard reply apologising for delay, 12 hours and 24 hours and 36 hours, at each of those hours, contacted driver with phone call and messages and Didi Customer services with emails, on the 27.02.26, I went to the local police to report the lost property, I contacted Didi Customer services informing of the report to police, and text messaged the driver that i went to the police informing him that matter of simple lost property incident of failing to reply to me and Didi Customer services is now becoming a crime if it is still in his possession, so far, Didi Customer services and the driver have replied to the latest email and text, therefore until I answers from someone, then I have to assume this organisation is run by criminals,

I’ve been using DiDi for over 2 years expecting to earn Velocity Points, but there seems to be a huge gap between DiDi and Velocity when it comes to actually receiving them. My accounts have been linked correctly, rides completed, and all requirements followed — yet the Velocity Points have either not been credited or are missing entirely over… Read more

this period. I’ve reached out multiple times and the issue still hasn’t been properly resolved.

I’ve also been bounced back and forth between Velocity and DiDi trying to get answers, with each party referring me to the other instead of taking ownership. It’s been incredibly frustrating and time-consuming.

What’s most disappointing is that I’ve had to do all the work myself — tracking rides, gathering information, and chasing updates. I’m a customer. I shouldn’t have to investigate this between companies. DiDi and Velocity should have proper communication with their own partners rather than pushing that responsibility onto customers.

Recently I asked to speak with a supervisor and that request was refused. The young support representative I spoke with did her best and had to push the issue further because I wasn’t satisfied with the service or the lack of resolution. I appreciate her effort, but the overall support process and accountability has been very poor.

The partnership sounds great in theory, but in reality there’s a serious disconnect between DiDi and Velocity that needs urgent attention. If you advertise points for rides, there needs to be reliable tracking, clear communication, and proper follow-through.

I would really like to see DiDi and Velocity address this gap so loyal customers actually receive the rewards that are being promised.

I was charged $10.26 for the toll travelling from the south into Sydney — however, no toll was paid by DIDI as the driver used surface roads rather than the tunnel (at my request — in the past, drivers told me passengers often ask not to go through the tunnel in order to avoid the toll). After the trip, DIDI did not remove the toll charge. This… Read more

is fraud — charging the passenger a toll when no toll was paid. Despite several attempts (App and phone ) to resolve this with DIDI Customer Service, and despite CS acknowledging that the driver did not go through the tunnel, the issue remained unresolved. (DIDI has one of the worst Customer Services I have ever come across, and it’s simply not worth dealing with them). CHARGING THE CUSTOMER FOR A TOLL THAT THE COMPANY NEVER HAD TO PAY IS FRAUDULENT.

DO NOT USE THIS COMPANY. We have had multiple charges on our didi account which were not us. The charges are not even in the city we are in or state . Trying to communicate the fraud with didi is nearly impossible. Over two hours of chat line back and forth I was repeatly lied to . My questions were not answered. The consultants you type to must… Read more

have English as a second or third language as they cannot comprehend English language . Their responses seem they don’t care about fraud or its victims. Further on after longer hours on DiDi chat I was promised a phone call from a manager within 24 hours two days in a row and nada. No calls. This company is really trash

Xmas eve had a delivery from a friend. The DiDi driver called from his car and said “are you coming out?” He sat in his car typing on his phone and speaking to someone on loudspeaker (not a familiar language). Waves his hand at me to open the door myself and grab the delivery. No eye contact or greeting. No manners. WOW

Would give a minus if I could. Had a nasty incident with a driver. I requested a drive to the Passport Office as I needed an urgent passport to fly out to see my dad who only has a few days to live. I was ready 20 mins prior to pick up. Unknown to me, the driver arrived (she said early) and waited at the wrong house claiming her GPS sent her… Read more

there. My house number is clearly displayed on my letter box and yet she sat at the wrong house. I had to call to find out where she was. She turned the car around. I got in the car and the fare of $78 became $92 from what I saw. I asked her how that could be since we hadn't started the trip. Her answer was because she was here and she had to wait. I wasn't going to pay for her mistake. She was rude, unprofessional, called me st^pid and an id*ot. I asked her to stop and let me out. She screamed and I meant SCREAMED, "Get out, GET OUT". I got out saying I'd let Didi know. I was not even 1 minute away from the pick up address. She charged me $20 and lodged an incident report against ME, with Didi responding that the driver was at risk, without knowing the facts. The driver only raised a report because she knew that I would complain and that she had done wrong. She had to cover herself to keep her job. I wasn't confident that she'd drive me safely to my destination. She couldn't even get the pick up address right, was rude, soooo aggressive. She shouldn't be on the road. On the other hand I booked another driver and booked a return trip too from Surry Hills. Both drivers were amazing. Didi has agreed to refund the overcharge of $20. But the driver needs to be disciplined. All riders need to feel safe and respected and drivers should acknowledge their mistakes and take accountability and not shift the blame onto the rider. I would be more than happy to provide the name and rego number if needed.

Be very aware!!!! On Friday 12/12/26 I downloaded the DIDI app & searched for fare costs in relation to my travel. The fare inflated beyond the already inflated searched cost of Uber so I decided to drive. Later I checked I had been charged against my credit card $65 in two transactions. I haven’t used the service! As I am unable to contact DIDI… Read more

in any way, I have reported this to the fraud squad, cancelled my credit card & reported to police but Ive been scammed & it’s not likely these funds will be returned. I’ve also deleted the app & won’t use this so called service under any circumstances, unless DIDI contacts me to refund these charges that are actually being charged from the USA. RDPhelps.com It might not seem much but I can’t afford to give money away to scum. Please warn your friends & family!! I’m lucky I checked my account otherwise this could’ve been much worse but they have all my details so still very concerned.

Rule of thumb with DIDI; Don't expect appropriate responses to complaints or drivers who aren't entitled and obnoxious, don't ever think it won't be your fault with this company. Some of the drivers are decent but the percentage of drivers who are atrociously entitled, have no conflict or communication skills are higher. I've had drivers… Read more

attempt to solicit sexual favours on more than one occasion, intentionally driving the wrong way or driving away from a job once assigned and drivers intentionally causing fights to only then report you for responding in kind. The investigating process always ends with you being at fault, the driver being unmatched from you or a refund of money at best, regardless of what evidence or proof you have.

My adult children and my friends don't use DIDI because of the same reasons.

If you use DIDI, record the ride the entire time, have a back up plan to get to your location safely and always ensure you follow personal safety practices. Don't ever expect the investigation process to end in the drivers being held accountable.

App route incorrect. Driver had no clue. Cost tripled. Driver said we could apply for refund but I hsve tried, regardless of explantaion provided, Didi stops you from submitying, shutting down the complaibt. A $15 trip became over $45 which is not acceptable and frustrating. I thought the whole point was to lock in a price!

Have spent 3 weeks trying to get my licence accepted. The same response 'we apologise for the delay, we are working on it'..... or 'we will resolve it within 24 hours'.... it has been 3 weeks!!! It has been at least 14 phone calls!!!! It has been at least 50+ messages. I have yet to encounter a more atrocious organisation.