Yandex Go Underpaid My Taxi Fare After the Passenger Changed the Route

I work as a commercial taxi driver in Karşıyaka, İzmir, and have been unfairly affected by incorrect pricing in the Yandex Go app. At 12:21 a.m. on August 3, 2026, a passenger asked me to take a different route from the one shown in the app. The passenger personally directed me, which increased the distance. I informed the passenger that the route was longer and that there would be a difference in mileage.

While the ride was still active, I contacted Yandex Go support and clearly explained the situation. I stated that the metered fare was approximately $2 higher than the app’s calculated price because the route had been changed at the passenger’s request and that the difference was not my fault. Despite this, I received clearly automated responses telling me to contact support after the ride ended so the matter could be reviewed. After the trip, Yandex Go reviewed the case and incorrectly found me responsible.

My taximeter showed a fare of $10, while Yandex Go calculated the trip at approximately $7, applied a discount for the passenger, and also deducted commission from my payment. Even though the passenger requested the route change, I reported it to support during the ride and submitted a photo of the taximeter. However, the fare difference was ignored, and the charges were not recalculated. In this situation, the passenger receives the benefit while the entire financial burden is unfairly placed on the driver.

I am requesting that Yandex Go recalculate this order based on the passenger’s requested route change and the taximeter records I submitted. In similar cases, the company should conduct a genuine investigation instead of dismissing drivers with automated messages. I also expect the system to be corrected to prevent drivers from being unfairly penalized.