Cancún Ride-Hailing Complaints Rise Over Unfair Practices

Complaints against some ride-hailing platform drivers, primarily DiDi Exprés and DiDi Taxi, have intensified in Cancún, with numerous users reporting increasingly higher fares.

Users have also accused certain operators of unreliability, noting that although the app indicates a 10-minute wait due to traffic, drivers cancel the service at the eight- or nine-minute mark. Others take longer routes to increase the cost without respecting the price shown before accepting the trip. Additionally, when payment is made by card, the charge is sometimes processed even before the driver arrives.

“It has happened to me four times, and I have argued with the operators each time. The first was a DiDi Taxi driver; the bad part is I didn’t note his economic number,” said user Angélica Guevara.

She added that she requested service from Plaza Outlet (Andrés Quintana Roo) to Andalucía (Las Torres and 135), but instead of continuing along the same avenue, the driver made a U-turn at Kohunlich, went back, and entered via Avenida del Bosque to go through La Luna.

“I told him that turn was unnecessary, but he responded that the app indicated it that way. In the end, instead of charging me 87 pesos, I ended up paying 120, which is an abuse,” the user reported.

Other passengers pointed out that it is not advisable to pay by card, as sometimes the system charges the amount before the operator arrives, which they consider incorrect because if either the driver or the client decides to cancel the trip for any reason, it already appears as paid.

For their part, some drivers acknowledged that they have detected flaws in the platforms, sometimes with higher or lower fares, although they clarified that the app and map only function as recommendations, as the ideal is to choose the shortest route.

“Those of us who work on platforms know that to generate bonuses, the most convenient thing is to take the fastest route. If users notice a driver doing the opposite, they should report it,” commented Alberto Hernández, a DiDi operator. He asserted that those who engage in these practices are taxi drivers or former ruleteros.

He added that “it benefits us to use short routes to reduce time, spend less gasoline, and be available for the next trip.”

He revealed that it makes no sense to lengthen the journey, although he has heard from some passengers that it has happened to them.

“The app’s instructions are only suggestions and, for me, are for safety, but the fare should not vary,” he clarified.

Other drivers agreed that shorter distances mean less fuel consumption and vehicle wear, which translates to more trips and, therefore, higher income.

Some drivers stated that, in fact, the more trips they complete, the more they are awarded a bonus.

They clarified that lately the platforms have had some errors—or perhaps internet failures—and fares have changed in recent weeks, but longer routes are the responsibility of dishonest drivers.