What is the context of the Didi incident?

The whole Didi incident occurred when a female passenger failed to use Didi’s emergency help function.

Details of Didi’s request for help failure:

At 12:30 noon on November 13, she took the Didi Express from the back crossroad west of Gongchen Bridge in Gongshu District, Hangzhou. Take Gang Road to the intersection of Wulin Road and Lihu Bridge. When the car drove to the entrance of Jingshang Apartment on Zhaowu Road, the navigation prompts him to turn left at the second traffic light. However, the driver named Fan drove into the left turn lane. The passenger thought that he had deviated from the direction, so he was prompted to change lanes. .

The driver began to scold the passenger. In the next few hundred meters, the driver kicked the passenger out of the car while scolding him. The passenger refused and asked the driver to take him to his destination.

When the car drove to the Yuhangtang intersection of Mu Road, the passenger complained on the Didi platform, and the driver quickly ended the order after seeing this. At about 12:40, the passenger pressed the emergency help button in the lower left corner of the Didi payment interface. The system shows that Didi has successfully received your request for help, and the recording is being uploaded to the Didi platform in real time.

However, there was no further response from Didi, and there was no system text message or call from customer service personnel to inquire about the situation. Before getting off the car, he called 110 for help. The police officer asked the driver to stop and wait on the side of the road, but the driver refused to stop.

At the traffic light intersection, the passenger quickly jumped out of the car and went to the nearby police station to record the incident. It was not until 16:15 in the afternoon, three and a half hours after the emergency call was issued, that Didi customer service contacted the passenger.