As Azerbaijan accelerates toward a cashless economy, the rapid expansion of ride-hailing platforms is revealing cracks in consumer trust.
Passengers who prefer paying by card say some taxi drivers are exploiting the system, charging for trips that never happen.
According to reports from Patrulaz.az, an increasing number of passengers complain that after they choose card payment, drivers call to request that the trip be canceled, claiming it is “not profitable.”
When clients refuse, some drivers allegedly press the “Arrived” button while still far from the pickup point, activating the ride in the system.
As a result, passengers are forced either to cancel the trip themselves — risking automatic charges – or watch small sums disappear from their cards. “You lose both time and money,” one rider wrote on social media.
The issue highlights a broader weakness in Azerbaijan’s rapidly digitalizing transport sector: the lack of consistent oversight. While most complaints concern a few drivers, experts say the problem exposes gaps in payment transparency, driver accountability, and consumer protection.
“Many drivers take advantage of weak control mechanisms,” analysts told. “They know the platforms rarely verify whether a car actually arrived. Strengthening monitoring and creating clear penalties would improve trust in cashless payments.”
Regulators have encouraged citizens to move toward digital transactions – part of the government’s broader push for financial transparency – but daily misuse risks undermining public confidence.
Consumer advocates argue that taxi apps and state transport authorities must enforce stricter safeguards, including GPS-based verification of arrivals and dispute resolution tools accessible directly in the app.
Until then, passengers say they are left to navigate a growing digital economy where convenience sometimes comes with a cost.
