News from Angola – Private taxi applications in Angola contain features that protect passengers and allow correct monitoring of any situation that occurs during trips.
According to sector experts, users need to create a culture of using official channels to submit complaints or suggestions and thus guarantee their rights.
By: IT Portal
Private taxi services should educate passengers to use official channels to lodge complaints and comments, and thus allow companies to quickly resolve any complaints.
The idea was defended by Ivan Mugimbo, General Director of Yango in Angola, in conversation with Portal de TI. According to the person responsible, “sometimes users say on social media that they left a cell phone in a taxi, for example, without first activating the application’s support channels, which have the exact function of helping passengers resolve issues quickly and efficient”. In the case of Yango, he says, “in the few situations in which a user forgot an object in a vehicle and contacted us to help, we were able to quickly return the forgotten item, without any problem, and with the full collaboration of the conductor”.
Aware that “not all users have the information” on how to proceed in similar situations, Ivan Mugimbo assumes that “the company’s mission is to educate passengers about the features available in the application and which guarantee user safety and a responsive respond promptly to your complaints.”
Regarding passenger safety, the General Manager of Yango in Angola also reinforces that “the application has a mechanism that allows the user to share the travel route in real time with another person” through a link that also states “ information about the vehicle (model, color, registration number) and driver details (name and driving license number)”. At the same time, “the application has an emergency button that the user can press if they do not feel comfortable during the trip, and which will connect them directly to the emergency services”, he comments.
As a way to improve the quality of service, Ivan Mugimbo calls on passengers to evaluate drivers at the end of each trip, through the existing function. “If, at the end of the ride, you didn’t like the service or the driver’s behavior, it’s important to rate the trip and give us feedback. In cases where drivers achieve a very low rating, the application blocks them directly, preventing them from making further trips. To date, less than 1% of drivers out of 3,000 who work with Yango are permanently blocked.” “The customer is our guarantee of quality”, he concludes.