What to Do if the Driver and Passenger Have a Conflict During the Trip

Just like in any client-facing service, conflicts can arise. Differences in expectations and communication styles, the mood of both parties, and even simply misunderstandings can create tension. And when you’re going in an accelerating vehicle, a short fuse (not necessarily yours!) can be downright dangerous.

Although an independent driver is expected to know how to handle disputes on trips, the responsibility of keeping the ride conflict-free lies with everyone in the car. By understanding their causes and how you can approach them, you can go through the trip with minimal stress.

We’ve gone through customer and driver disputes in Colombia. After combing through them, we found these to be the biggest reasons:

Most of the time, driver and passenger conflicts can be resolved with respect and communication. Although not foolproof, quick solutions like the ones we mentioned above can do a lot in preventing further tension.

In case of a disagreement, please try to follow these steps to prevent unnecessary escalation:

1. Stay calm and collected. Still be respectful even in the midst of conflict. Unless you know for sure that the other party can’t hear you well, raising your voice won’t help you get closer to a resolution.
2. Be an active listener. Instead of just waiting for your turn to talk, you may be able to better handle disputes on trips if you try to see where they’re coming from.
3. Offer solutions. Try to find a happy compromise. And if the source of conflict is just a misunderstanding, find something that you both can agree on.

Remember, always prioritize your safety. As a passenger, request the driver to stop in a populous and well-lit area. In a huge city in Colombia, it shouldn’t be hard to find a place that meets these requirements.

Colombia has an emergency number that you can contact to access the authorities or emergency services. We recommend calling them in these situations:

• They threatened you with physical violence. Any immediate risk to your safety should be addressed right away.
• They’re preventing you from leaving the vehicle. In the country, this constitutes kidnapping or unlawful restraint. You’re allowed freedom of movement. It’s not something that can be justified even if the other party believes you’re in the wrong.
• They’re doing something that can lead to a car accident. This isn’t just about the threat of property damage. A lot of people can get hurt, especially if it happens in an area with high traffic.

Please understand that these are just examples instead of a complete list. Every scenario is different, and we hope that you trust your judgement should conflicts arise.

Unfortunately, being the most professional driver in the world doesn’t guarantee that you can avoid passenger conflict. It’s still best to do your part to avoid them altogether. However, you should still know how to deal with and de-escalate the situation if needed.

Mental preparedness is the key here. Thinking and acting fast will help limit the gravity of any conflict. If needed, we’re also here to help.