“快车太臭”引发网友热议！滴滴致歉_新浪财经

去年冬天，网友吐槽“打网约车就像钻进司机的被窝”引起不少乘客的共鸣；到了今年，电影《好东西》中的一句台词“快车太臭”，又一次引发了大众的讨论。

最近，@滴滴出行发布回应，针对乘客反映“越来越容易打到臭车”的问题，表示正在开展“异味车”治理专项，力求改善大家的用车体验。

Responding to mounting complaints about unpleasant odors in its ride-hailing vehicles, Didi Chuxing, China's leading ride-hailing platform, announced a nationwide initiative to address the issue of "odor cars".
odor /ˈoʊdər/：气味，臭味

这一举措针对的是很多乘客反馈的“车内异味”问题，尤其是进入冬季以来，由于司机为保证车内温暖，车辆开窗次数减少，车内空气流通变差，导致车内常常有“闷”、“霉味”等异味。

The move comes amid growing frustration from passengers over lingering smells described as "stuffy", "musty" or otherwise unpleasant, particularly during colder months when air circulation is often limited.
lingering /ˈlɪŋɡərɪŋ/：绵长、挥之不去的

这一问题在社交媒体上引发了广泛关注，乘客们纷纷分享自己遭遇“臭车”的不适经历。

The issue gained traction on social media, where riders shared uncomfortable experiences with vehicles smelling smoke, food or mold.

12月23日，@滴滴出行发布了官方声明，表示已收到许多用户反馈关于“臭车”的投诉，对此感到非常抱歉，并对未能为乘客提供清新的出行环境深感惭愧，影响了大家的用车体验。

In an official statement released on Monday, Didi acknowledged the issue and apologized for the inconvenience caused to passengers.

滴滴表示，目前正在开展“异味车”治理专项，通过上线“拉黑异味车”功能、对车内空气质量差评率较高的司机暂停服务并进行培训、以及对司机服务进行正向激励考核等措施，力求改善大家的出行体验。

The company outlined several measures to improve vehicle cleanliness and air quality, including the introduction of a "blacklist" feature that allows passengers to avoid vehicles with poor air quality for up to a year.
"We sincerely apologize to our passengers for not providing a fresher travel environment," Didi said in the statement.
"We understand how important vehicle cleanliness is and are taking active steps to improve this situation."
As part of its new initiative, Didi implemented several measures to tackle the odor problem.
These included advising drivers to maintain higher cleanliness standards, recommending they open windows between rides to promote air circulation, and introducing a rewards and penalty system.
Drivers who receive negative feedback about air quality face penalties, including temporary suspension until they complete cleaning and hygiene training.

来自北京的网约车司机武师傅表示理解并支持这一举措，他解释说，保持车内清洁无异味不仅对乘客舒适度至关重要，也关系到自己的健康。

Drivers largely supported Didi's initiative. Wu Xuqian, a ride-hailing driver in Beijing, explained that maintaining a clean and odor-free car was crucial for passenger comfort and well-being.

“我每天开车12小时，除了吃饭和休息，几乎都待在车里。我从不在车里吃东西，始终保持车内卫生。乘客满意，我自己也能舒适。” 武师傅说。

他还提到，乘客给好评后可以获得更多服务分奖励，这意味着能得到更优质的派单。

武师傅特别强调了通风的重要性。“尤其是冬季，车里老温暖了，容易感到困倦，空气也不新鲜。”他说，他坚持在每次接送完乘客后开窗通风，并在车内放置香薰和苹果，以营造更好的车内卫生环境。

"I spend 12 hours a day in my car, and I want to be comfortable," Wu said. "If the car smells good, I get better reviews and more points from the company, which means more rides and better earnings."
Wu also emphasized the importance of ventilation, especially in winter when air circulation is often limited. "I always open the windows between rides, even in winter. It's important to keep the air fresh for passengers and myself," he added.
ventilation /ˌventɪˈleɪʃ(ə)n/：通风

乘客们也对滴滴的这些变化表示积极反馈。来自北京的张先生表示：“我孩子对气味非常敏感，有时候一上车就大声说‘车里好臭’，这其实还挺尴尬的。最近从机场回家时，路上时间挺长的。刚上车就闻到一股清香的味道，后来才发现是司机在车内放了香薰片，整趟旅程也变得很舒适。”

张先生还表示：“车里有好味道时，我总是会留下好评。”

Passengers also shared positive feedback about the changes. A passenger surnamed Zhang, who frequently travels with his 5-year-old son, recalled a recent ride in which the car had a pleasant scent.
"My child is very sensitive to smells, and once we got into a car from the airport, it had a fragrance card. It smelled so fresh, and the ride was much more comfortable," Zhang said. "When the car smells good, I always leave a positive review."
fragrance /ˈfreɪɡrəns/：芳香，香气

滴滴的这一举措反映了整个网约车行业的一个更广泛趋势。随着消费者期望的不断提高，网约车平台不仅面临着提供便利和高性价比服务的压力，还需要提升服务质量，尤其是在卫生和舒适性方面。

Didi's actions reflect a broader trend across the ride-hailing industry. As consumer expectations rise, ride-hailing platforms are under increasing pressure to not only offer convenience and cost-effectiveness but also to improve service quality, especially in areas like hygiene and comfort.
hygiene /ˈhaɪdʒiːn/：卫生

根据《2022网约车车内空气质量报告》，空气质量和车内清洁度已成为乘客关注的关键因素。

According to the 2022 Ride-Hailing Vehicle Air Quality Report, air quality and vehicle cleanliness have become key factors for passengers.

该报告由曹操出行与财经媒体第一财经和DT财经于2022年8月联合发布。报告显示，95.4%的受访者关注网约车的空气质量，其中超过三分之一的参与者表示他们“非常关注”这一问题。车内异味被列为影响乘车体验的首要因素，超过了“司机态度”、“车内清洁度”和“驾驶技术”等问题。

The report, released in August 2022 by ride-hailing service provider Cao Cao Mobility and financial media outlets Yicai and DT Finance, found that 95.4 percent of respondents paid attention to air quality in ride-hailing cars. More than one-third of participants said they were "very concerned" about it, with the smell inside the car ranking as the top factor influencing the passenger experience, surpassing concerns about "driver attitude", "car cleanliness" and "driving skills".

报告还揭示，超过70%的乘客因网约车空气质量差而出现身体不适，如呼吸不畅、胸闷、晕眩、晕车等症状。这些数据凸显了这一问题在行业中的普遍性，车内空气质量差直接影响到整体的客户体验。

The report also revealed that more than 70 percent of passengers had experienced physical discomfort due to poor air quality, including shortness of breath, dizziness and motion sickness. These findings underscored the extent of the problem within the industry, as poor air quality can detract from the overall customer experience.

对空气质量和车内清洁度的关注，标志着网约车市场的一个重要变化，服务质量正变得与价格和便利性同样重要。随着公司间竞争的加剧，平台们意识到乘客对卫生和舒适度的需求日益增加。

The increased focus on air quality and cleanliness signals a significant shift in the ride-hailing market, where service quality is becoming as important as price and convenience. With competition among companies intensifying, platforms are realizing that passengers are increasingly vocal about their expectations for hygiene and comfort.
vocal：直言不讳的，大声表达的

随着服务质量成为市场中关键的差异化因素，网约车平台预计将继续加强清洁度和空气质量的提升。这些努力已成为行业大趋势，旨在满足乘客不断变化的需求，同时保持市场的竞争优势。

As service quality becomes a key differentiator in a crowded market, ride-hailing platforms are expected to continue improving cleanliness and air quality. These efforts are part of a broader industry trend to meet the evolving needs of passengers while maintaining a competitive edge.
differentiator /dɪfəˈrenʃɪeɪtər/：区分者（商业和市场营销中多用来指代使产品或服务在竞争中脱颖而出的特点或优势）

记者：罗望舒

编辑：弓玥琪