Gett Taxi Passengers Complain of Long Routes, High Cancellation Fees

A wave of complaints against the ride-hailing service Gett is escalating, with passengers flooding social media with accusations of drivers taking excessively long routes, imposing unjustified cancellation fees, and engaging in problematic behavior. The issue gained significant traction after a popular Israeli comedian, Matan Peretz, shared his negative experience on Instagram, which quickly sparked a large thread of similar grievances from other users.

Common complaints include drivers allegedly choosing longer routes to increase fares, drivers demanding cash payments and canceling rides when refused, leading to a 12 shekel cancellation fee for the passenger, and drivers not adhering to specific requests made during booking, such as accommodating service animals. Passengers feel unfairly charged, especially when they are forced to cancel due to the driver's actions or when they believe the fare is inflated due to unnecessary detours.

One passenger recounted a driver taking a 9-kilometer detour, while another, a soldier with a service dog, described frequent issues with drivers refusing to acknowledge booking notes about the animal, leading to cancellations and fees. The frustration is compounded by the perception that Gett often offers only a small credit for future rides as compensation, rather than addressing the root cause of the complaint or taking responsibility.

Passengers express a feeling of helplessness, noting that in many situations, Gett remains their only viable transportation option, especially with the delayed entry of competitors like Uber into the Israeli market. The sheer volume of complaints suggests widespread dissatisfaction and a feeling among users that they lack leverage when facing issues with drivers and the company.

In response to the growing criticism, Gett stated that the company takes all complaints seriously and investigates each case individually. Regarding the specific example of a driver allegedly taking a longer route, Gett clarified that the driver was instructed to use a permitted route due to restrictions on other lanes, and drivers are obligated to follow regulations set by transportation authorities.