He was dying when he arrived at his destination! Who will be responsible for accidents in "Hello Send Pets"? , jumped into the car alive and kicking
Contact the foster care shop in advance and make an appointment for the "Hello Pet Delivery" ride... When all the preparations are properly completed, Ms. Cai personally puts her pet Mimi into the pet backpack and hands it to the driver. . At this time, she would not have thought that this would be the last time she and Mimi met: the puppy died of heat stroke shortly after arriving at the destination due to being placed in the front trunk of the vehicle for a long time.
In mid-October, Ms. Cai called the helpline of Jiefang Daily and Shangguan News. Before this, she had tried many times to communicate and negotiate with the driver who took the order and the "Hello" platform. But no party seems willing to bear the responsibility behind this accident.
Ms. Cai’s order started at around 8 a.m. on October 10. Due to personal reasons, she had to send her puppy Mimi to a pet shop for foster care for a few days. According to the advance plan, Mimi would depart from Ms. Cai’s home in Wenling County, Taizhou City, Zhejiang Province, to Wenzhou City, Zhejiang Province, a drive of about 2 Hours. When choosing the "Hello" platform, Ms. Cai also thought carefully: "Before placing the order, I compared several platforms. Only 'Hello Delivery' provides special pet options and provides insurance for pet transportation. It seems to be feasible." Must be professional.”
△On the "Hello Delivery" page, there is a special "Pet" option, and it is prompted that "Pet Insurance" insurance has been purchased for the pet.
So, after "everything was ready", on the morning of the trip, Ms. Cai sent Mimi to the driver's gray BYD SUV on time. Ms. Cai recalled that when Mimi got on the bus, she asked the driver to place Mimi’s pet backpack in the back seat of the vehicle. Although the driver agreed at first, before setting off, he asked Ms. Cai again if he could put Mimi in it. The pet was placed in the front trunk. "He said that he had received another order to transport dogs. When the time came, both dogs were placed in the back seat, which would easily cause quarrels and affect driving." Out of trust in the driver's professionalism, Ms. Cai immediately said, "You can follow the driver's arrangements."
At around 10 a.m., Mimi was sent to a pet shop in Wenzhou City. Unfortunately, the recipient was half an hour late for some reason. Judging from the video taken at that time, when the front trunk of the vehicle was opened, Mimi in the pet backpack had her eyes slightly closed and could hardly move. The recipient and the driver immediately sent the dog to the pet hospital, but after the doctor tried to physically cool down and inject drugs, Mimi still died that night. "The internal organs were severely damaged and it was really impossible to save." Ms. Cai explained heartbreakingly. .
△When I took out the pet backpack with the dog in it from the front trunk, Mimi was already dying.
△After being rushed to the hospital, Mimi was diagnosed with heat stroke shock.
She later learned that there is a motor installed under the front trunk of a new energy vehicle. Coupled with the small and enclosed space, the two-hour drive will inevitably cause heat stroke and hypoxia for pets. "But as a driver who specializes in picking up pet delivery orders, don't you know about this? Doesn't the platform have relevant safety regulations for this?" Ms. Cai condemned.
After the accident, Ms. Cai immediately contacted the ride-hailing driver who took the order and demanded an explanation, apology and compensation. However, what made her even more unacceptable was that the driver showed no guilt on the phone. Under Ms. Cai’s repeated questioning, he directly stated that “I had no experience, so I just delivered the things.” Moreover, he only placed the dog in the front trunk for transportation after reaching an agreement with Ms. Cai. Therefore, he “does not bear any responsibility.” What responsibility?" Due to Ms. Cai’s repeated calls, he eventually blocked Ms. Cai’s phone number.
Seeing the driver's tough attitude, Ms. Cai had no choice but to report the situation to the Hello Customer Service Center, and the recipient also called the police in Wenzhou City. However, according to feedback from the platform specialist, the accident to the pet cannot be deemed to be the responsibility of the driver who received the order, and Ms. Cai’s situation does not meet the relevant claims requirements of “Love Pet Insurance”.
Ms. Cai should bear the responsibility herself? What is the basis for the platform’s statement?
In the "Hello Travel" App, the reporter found a page related to Hello's gift of pets. Select the item information as "Pet", and you will find the prompt text about "Pet Insurance", which claims that "the entire transportation of pets is guaranteed, and accidents will be compensated." According to the explanation on the details page, the "Pet Insurance" compensation is divided into two situations. One is for the situation where a traffic accident causes the death of a pet, and the compensation can be based on the value of the pet within 10,000 yuan; the other is for other reasons other than the pet itself. In the event of death, a maximum compensation of 2,000 yuan may be paid based on the value of the pet.
However, the reporter also noticed that it is not that easy to get a claim. Many conditions must be met in terms of transportation conditions, time, distance, etc. For example, the owner must provide professional cages for pet transportation, and the order delivery time must not exceed 5 years. hours, the transportation distance does not exceed 300 kilometers, the value of the pet does not exceed 10,000 yuan, etc. If it does not meet the relevant requirements, it will not be included in the coverage. Accordingly, the commissioner explained that the pet backpack used by Ms. Cai to transport Mimi did not meet the requirements of professional cages such as "pets can stand and move around", and the driver's behavior of placing the pet in the front trunk was notified in advance. Ms. Cai negotiates and communicates.
△On the details page, the shipping conditions are explained, especially the compliance requirements for "pet boxes".
"Don't the platform and the driver need to be responsible for the lack of professionalism in the business of transporting pets?" After several communications, Ms. Cai still couldn't agree with this.
"Actually, Hello's development of pet transportation business is to meet the needs of the market." Recently, reporters also contacted staff related to Hello Travel. According to its introduction, based on previous customer service inquiries received by the platform, it is estimated that approximately one million downwind trips involve pet transportation business every year, especially during long legal holidays such as the Spring Festival. "Seeing such demand, we set up a special label for 'pets'." The staff said, "For this special business, the platform cooperated with insurance providers to customize the "pet insurance" for unexpected situations. "Insurance. During the order dispatch process, pet delivery orders will only be assigned to ride-hailing drivers who have provided related services before."
"However, as far as insurance is concerned, the scenarios that can be insured and compensated are still very limited. In Ms. Cai's case, a cage that meets the requirements is not provided. Whether she can be insured and compensated requires further communication with the insurance company." The staff further added. In fact, regarding the current pet transportation business, the staff member also directly pointed out the many risks behind it: for example, most owners do not accompany the vehicle when transporting pets, and compared with ordinary cargo transportation, the pet transportation process requires more time. In order to avoid affecting the driver's driving, most vehicles and passengers can only rely on telephone communication, which makes it easy for the platform to lose the basis for judging liability when risks and disputes occur; in addition, when transporting pets, the current platform is for ride-hailing and The "emergency call" and other safety measures provided by online ride-hailing cannot be used. Once a problem occurs, the platform cannot intervene in time. “The platform’s ability to protect against various unexpected situations that may occur is insufficient,” the staff member said frankly.
Currently, the platform is also conducting further communication and negotiation with Ms. Cai, the driver who took the order, and the insurance company, and strives to reach a proper solution as soon as possible on the basis of ensuring clear facts.
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