江苏省消保委发布网络货运平台调查报告

Core Insights - The core issue identified in the consumer survey on online freight service platforms includes four main categories: lack of transparency in pricing mechanisms, discrepancies between platform information and actual services, inconsistent service quality, and inefficient dispute resolution mechanisms [1] Pricing Transparency - Consumers prioritize "reasonable transportation pricing" when selecting freight platforms, with 80% indicating it as the most important factor [1] - 30% of respondents find the freight calculation method very clear, while 54.3% consider it relatively clear; 15.7% feel it is unclear, indicating a need for repeated confirmations and the presence of hidden fees [1][2] - Pricing issues are a frequent pain point for both shippers and drivers, as highlighted by consumer rights protection data [1] Additional Costs and Commission Disputes - The lack of clarity regarding additional costs such as handling fees, waiting fees, and highway fees leads to disputes, particularly when drivers impose additional charges mid-journey [2] - The current operational model of online freight platforms often involves a "membership + commission" structure, leading to frequent disputes over commission and fee rules [2] - For instance, Huolala employs a tiered membership system with varying commission rates, while Kuaigou has announced reforms to eliminate dual charging models [2][3] Recommendations for Improvement - The survey indicates that 62.9% of respondents believe the most critical improvement needed is fee transparency, followed by 44.3% advocating for enhanced dispute resolution mechanisms [4] - Recommendations include platforms clearly presenting pricing logic, including base and additional fees, and providing detailed estimates to enhance consumer understanding [4] - Strengthening regulatory oversight is essential to protect the legal rights of consumers and drivers, ensuring clear responsibilities regarding pricing transparency and commission rates [5]