BiTaksi Suspends My Driver Account Over Passenger Cancellations

I have been working through the BiTaksi app for approximately five years in an honest and fully rule-compliant manner. However, due to what appears to be a system misinterpretation, I have been unfairly penalized multiple times, and most recently my account was suspended for one week between January 15–21, 2026.

The issue happens as follows: A passenger creates a ride request, I go to the pickup location and wait, and I call them, but the passenger either never shows up or gets into another vehicle and cancels their trip. The system then interprets this as if I transported the passenger outside the app and penalizes me. In my most recent cancellation, the passenger got into another car for an off-platform ride. When I called, they told me they had already gotten into another vehicle and then canceled the trip. I immediately contacted customer service and reported the situation. In several similar incidents, I also called customer service and transparently reported everything, yet the same issue kept happening and my account was ultimately suspended.

I never accept offers from passengers such as “I’ll pay cash, you can cancel in the app” or “It’s a short distance, you can turn off the app.” No matter where I go, I complete all rides strictly through BiTaksi. Despite this, the system treats me as if I am at fault due entirely to passengers’ cancellations and choices. As someone who works honestly, this is extremely upsetting and damaging to my reputation. If there were even a single passenger I transported outside the app, I would accept all penalties, including permanent termination of my membership. However, when no such situation exists, being labeled this way by the system is a serious injustice.

My request to BiTaksi is that my account be reinstated immediately, that the records related to my case be reviewed and this incorrect system interpretation be corrected, and that the cancellation algorithm be re-evaluated so that honest drivers are not unfairly penalized in this way. I do not want to be punished due to a system error, and I respectfully request that the harm I have experienced be remedied.