The incident quickly reached the top of microblog hot search. The next day, Baishi express announced via microblog that it was cooperating with the fire department to check the cause of the train accident, and would inform the fire department as soon as the result came out. After checking the damaged goods, about 7000 express tickets were burnt. In terms of compensation measures, Baishi said that it has negotiated with customers to handle and compensate for the replacement of goods.
In the announcement on November 14, Baishi express said that nearly 6000 of the more than 7000 express tickets on the accident vehicles will be reissued, and the other 1000 tickets will not be reissued, and refund will be made according to the needs of consumers. As of November 13, 22% of reissues and refunds have been completed, 70% of them are expected to be completed by November 14, and all processing work will be completed by November 15.
According to the latest list of express brands in 2018-2019, Baishi express ranks eighth. By the end of March 2019, Baishi express had more than 33000 service outlets. According to the financial report, in the third quarter of this year, Baishis total revenue was 8.75 billion yuan, up 21.6% year-on-year. Although there was a year-on-year increase, there was still a gap compared with the market expectation of 9.137 billion yuan. According to the complaints of postal consumers in September 2019 published on the website of the State Post Office, the satisfaction rate of Baishi express is only 81.8%, which is the lowest among 23 major express enterprises.
However, the accident of Baishi express also caused the doubts of netizens on the logistics industry. Many netizens leave messages on Weibo, saying, why do double 11 express delivery often have problems?
In addition, there are many netizens who question the service of Baishi express, such as: there are too many problems, the service is too poor, so many express companies, Baishi really has been backward. Baishi Expresss big warehouse manager doesnt solve the problem. Does no one take care of it?
The fire of van express vehicles is generally related to the long-term heating of tires or the transportation of inflammable and explosive materials. Yang Daqing, a special researcher of China logistics society, said that if the tire is heated, it may be related to the aging of the tire, which causes the friction between the steel wire and the ground to heat up, as well as the maintenance management of the vehicle; if the fire is caused by the transportation of prohibited goods, it may be related to the open package inspection and the omission of the machine passing safety inspection.
As for the cause of the fire, Baishi express said that the company actively cooperates with relevant departments at the same time, including providing the details of the delivered products to find out the causes of dangerous contraband; sending safety monitoring colleagues to investigate the scene of the accident, cooperating with traffic control and fire department to identify the traces of the accident vehicles and the scene of the fire, and collecting relevant video information for further investigation. At present, the exact reason cannot be given.
However, according to Zhao Xiaomin, an expert in express delivery, the root cause of the fire in express delivery vehicles is the problem in the management and operation of the enterprise itself. It includes the detection of parcels, the inspection of vehicle safety and the cultivation of drivers safety awareness. In addition, after the problem occurs, the enterprise should trace the source of the package involved as soon as possible, and set up an accident team and deal with compensation issues.
In response to the issue of compensation, Zhao Xiaomin said that if consumers buy insurance in the early stage of package transportation, the enterprise should solve the problem through relevant compensation agreements. If consumers do not buy insurance, they can only make compensation through internal regulations of the enterprise. According to the postal law, the Interim Regulations on express delivery and other laws and regulations, if the goods are not insured goods and the proof of value cannot be provided, the compensation shall generally be based on the freight of three times or more. If there is no insured price, but the relevant online purchase receipt can be provided as the value voucher, the enterprise or the reference value will be compensated to a certain extent, but generally no more than 1000 yuan. If the enterprise has relevant insurance, it may give consumers more reasonable compensation.
In view of the current situation, Baishis handling method of the packages involved is more appropriate. However, the event has been on the hot search list, which also has a great impact on the brand. In the future, Baishi should continue to follow up the package compensation issue, enhance safety awareness, enhance safety measures, and increase safety training so as to recover the situation. Said Zhao Xiaomin.
Yang Daqing also said that the occurrence of such accidents and related compensation issues are not uncommon, which will definitely bring reputation and economic losses to enterprises, which will also prompt express companies to strengthen the screening of inflammable and explosive prohibited goods, and strengthen the promotion of logistics insurance services. Baishis humanized measures, such as reissue of goods and timely settlement of claims, are also the performance of the maturity of express enterprises.
Frequent pain spots
Baishi express is not the first one. Looking back on the previous double 11, almost every year there will be a burning of express cars. On November 14 last year, an express delivery truck from Chongqing airport transfer station to the distribution center of Guangan City, Sichuan Province, caught fire in Chongqing Hechuan Qingping section of Chongqing Guangan high-speed railway. The three or four tons of small pieces of express on the truck were burned to the ground. The next day, a fire broke out on an express car in Nantong, Jiangsu Province. Although the driver found out in time and firefighters came to put out the fire, many express cars were burned.
Earlier in the express truck fire incident is also endless. In the early morning of November 11, 2017, a large fire broke out in Quzhou section of G60 Shanghai Kunming Expressway 200 meters away from the Gedi toll station of Changshang Shandong Province. About 4500 large express delivery items such as beds, tables, door panels and so on, which were driven from Yingtan to Yiwu, were all burnt down. After double 11 in 2015, a truck suddenly caught fire in Nanchang section of Changtong expressway. Although firefighters put out the fire half an hour later, more than 1600 of the 4000 express delivery items on the truck were still burned.
A fire can be called an accident, but the frequent fire needs the attention of the logistics industry. According to Yang Daqing, double 11 is the high-density operation period of express vehicles. During this period, enterprises should strengthen the safety maintenance of vehicles to avoid fire accidents caused by aging equipment. In addition, it is necessary to strictly implement the three percentages (100% real name system, 100% open package inspection, 100% machine security inspection) stipulated by the state, and prevent the transportation of inflammable, explosive and other prohibited articles. Secondly, it is necessary to monitor vehicle safety by means of science and technology, including the promotion of truck smoke detection and alarm system.
The fire reflects the loopholes in the security level of the logistics industry. In fact, the logistics industry may not only need to improve the safety issues, during the double 11 period, the quality of express delivery service has been criticized by consumers. Express packages are often stored in express cabinets by couriers without the consent of consumers. At the same time, consumers often encounter a series of problems such as being signed in. Beijing business daily conducted a questionnaire survey on this years double 11 logistics service. The survey results showed that 28% of the respondents met the situation that the courier put the package into the express cabinet without their consent; 14% of the respondents met the situation that the express was put into the supermarket, water station and other storage sites; 50% of the respondents said that their packages were delivered by the courier at home. Source: editor in charge of Beijing Business Daily: Guo Chenqi ufe63 nbj9931
The fire reflects the loopholes in the security level of the logistics industry. In fact, the logistics industry may not only need to improve the safety issues, during the double 11 period, the quality of express delivery service has been criticized by consumers. Express packages are often stored in express cabinets by couriers without the consent of consumers. At the same time, consumers often encounter a series of problems such as being signed in.
Beijing business daily conducted a questionnaire survey on this years double 11 logistics service. The survey results showed that 28% of the respondents met the situation that the courier put the package into the express cabinet without their consent; 14% of the respondents met the situation that the express was put into the supermarket, water station and other storage sites; 50% of the respondents said that their packages were delivered by the courier at home.