Ride-hailing platform Huaxiaozhu faces surge in complaints over inflated charges during Spring Festival

During the peak Spring Festival travel period, ride-hailing platform Huaxiaozhu has received a flood of consumer complaints regarding inaccurate fare estimates and overcharging.

Multiple users reported significant discrepancies between initial price quotes and final charges, with examples including a 8-kilometer trip estimated at 16 yuan ultimately costing 35 yuan, and another ride quoted at over 20 yuan resulting in a 41 yuan payment. Additional complaints involved drivers privately demanding return trip fees, intentionally inflating prices, and taking longer routes to increase fares.

One user reported selecting a fixed-price option of 44 yuan but being charged 85.45 yuan upon completion. Platform investigation revealed the driver had overcharged by 40 yuan without legitimate highway or parking fees.

Huaxiaozhu has accumulated nearly 90,000 complaints on consumer rights platform Hei Mao, with most receiving standardized responses like "feedback received, resolving soon" or "escalated to specialists" rather than substantive solutions.

During the holiday period, complaints surged by dozens, focusing on mismatched estimates and fixed-price violations. One user described a 16-yuan estimate for an 8km trip that became 35 yuan, with the platform showing zero distance and time traveled. Another user reported a New Year's Eve ride estimated at over 20 yuan that ended with a 41 yuan demand, eventually negotiated down to 37 yuan.

Legal experts indicate platforms bear responsibility for merchant oversight. Shanghai lawyer Wang Longguo stated that selecting fixed-price options creates binding agreements, and consumers can refuse or reclaim overcharges when actual fees exceed quotes.

Huaxiaozhu's parent company Beijing Hongyibo Technology initially competed through aggressive discounts but now faces regulatory scrutiny. The platform has been summoned by authorities in multiple cities since 2020 for compliance issues, most recently in Guangzhou for inadequate driver verification and poor data reporting.

Industry analysts note that while fare variations may occur due to routing or traffic, the volume of complaints suggests systemic issues. Price transparency remains crucial for ride-hailing services, and Huaxiaozhu must address genuine consumer rights violations to maintain brand reputation.