Core Points - The article highlights ongoing issues with ride-hailing aggregation platforms, particularly regarding consumer complaints about service quality and lack of effective regulation [1][2][3] Summary by Sections Consumer Experiences - A consumer reported being charged additional fees by a driver after booking a ride through an aggregation platform, leading to a refund only after escalating the issue on social media [1] - Another consumer faced a cancellation fee while waiting for a driver who ultimately did not arrive, illustrating service reliability issues [4] - Complaints about drivers charging extra fees, such as highway tolls, without proper disclosure have been noted, indicating potential deceptive practices [5][6] Regulatory Environment - The Ministry of Transport has acknowledged the need for better regulation of ride-hailing platforms, emphasizing the importance of corporate responsibility and oversight [2] - Despite previous notifications aimed at improving management, issues related to consumer rights and service quality persist [3] Service Quality and Accountability - Many consumers report inadequate responses from platforms when issues arise, with platforms often deflecting responsibility to third-party companies [7] - The ambiguity in the legal responsibilities of aggregation platforms complicates consumer claims and rights [8] Industry Challenges - The business model of ride-hailing aggregation platforms, which acts as an "order supermarket," complicates the delineation of responsibilities between platforms and service providers [7] - The rapid growth of small and micro ride-hailing companies, facilitated by these platforms, has led to increased regulatory challenges and potential service quality declines [9][10] Recommendations for Improvement - Experts suggest that clearer definitions of responsibilities and enhanced dynamic regulation are necessary to transition the industry towards higher quality service [14][16] - Recommendations include establishing a shared information mechanism between transport authorities and platforms to improve oversight and accountability [16][17]