Didi considers letting users choose their own route as it seeks feedback from customers in wake of safety overhaul

Didi Chuxing, China’s largest ride-hailing platform, is considering letting users choose their preferred route from in-app navigation recommendations in response to customer feedback as it tries to shore up public faith following two alleged murders committed by its drivers.

In a statement issued on Wednesday Didi said during October it received over 11,000 comments – including 386 in English – on issues ranging from changes in estimated arrival times and fares to “whether drivers can hold up a sign at airport arrival halls”.

Language barriers were one issue, with English speakers complaining about the use of English translations for some road and building names instead of pinyin, and being turned down by drivers who do not speak English. Users also asked if they can suggest routes to avoid congested areas, instead of having drivers rely solely on the in-app navigation.

Didi said it is in the middle of a “thorough review” of existing translations and will look into the user suggestions. The platform now provides an in-app English-Chinese instant messaging translation function, which enables riders and drivers to communicate in preset or hand-typed messages.

The company will also look into suggestions of adding a “share location picture” function, enabling passengers to share pickup points with drivers in case there are verbal communication problems.