Hard reporting - The Grab and Taxi industry in Malaysia

Subang Jaya, 10th May 2019 - If we do not own a car, taxi and grab is our best option. However taking taxi isn't as efficient as it seems; as some taxi drivers may overcharge customers and it could take a long time to call a taxi. And as we moved on to the 21st century, the advancement of technologies had bring convenience to us and improve our daily life. One great example is the emergence of the e-hailing transport service - Grab. Nowadays, Grab cars and drivers are everywhere; and we can travel to anywhere anytime with just a few steps. As the popularity of Grab increases, the public are transitioning from being a taxi customer to a Grab customer. This also means the competition between these two transport services are also getting fierce.

There are misconceptions about Grab and the public were skeptical about its safety at first. The requirements to be a grab driver is not high and the screening process isn't strict. But Grab was slowly accepted by the public and now it had become the best option to travel around. Grab gained the trust of the public through their customer service, the low cost and the convenience it provides to the customer. While Grab is enjoying its success, taxi drivers find it harder to get customers. Hence, they are also improving their service to compete with Grab.

In addressing the issue, the government has resorted to creating a level playing field, in that both ride-hailing drivers and cabbies will be subjected to the same rules and regulations.

According to full time Grab driver Mr. Rajan, it is easy for him earn a stable income on this platform. On a good day, he would get around 20 customers a day. By operating through the Grab application, it also allows him to easily pick up passengers and communicate with them. While he enjoys working as a Grab driver, he also stated some of the flaws of Grab itself. He felt Grab may prioritise the customers over the drivers; and wants Grab to listen to the concerns of the driver as much as they listens to the customers. He also hopes the customers would be more patient and understanding to the drivers who are driving them. Another part time unnamed Grab driver states Grab should be more lenient to the drivers. Recently, Grab had implement various rules and regulations that may effect the driver's income.

Grab had been urged by their drivers to be neutral and fair. They felt Grab should listen to the driver's concern and perspective, instead of just suspending them. Grab drivers had also experienced various scenarios where customers had behaved innapropriately in a Grab car. Customers may also be inpatient and not understanding to the drivers as well; for instance they may cancel their Grab booking even with short waiting time. There are also customers that expect drivers to return their lost belonging without paying tips or charges. New regulations implemented to Grab drivers also have a huge impact. Starting from April 1st, eHailing drivers must apply for the PSV license and have to undergo a six-hour training session at driving centres, not to forget they have to get initial and annual vehicle check. The estimated cost of complete requirements is RM800; full time drivers will comply with this regulation while part time driver will likely stop driving.

Mr. Bala - a taxi driver for 10 years, felt there is not much difference working as a taxi driver or grab driver. He would get around 10 to 13 customers a day. Although the number of customers are slightly lesser compared to Grab, he felt he could build a loyal customer base as a taxi driver. He claims taxi drivers can improve their business by keeping up with the technology and providing a friendlier service. Founder of Big Blue Taxi Datuk Shamsubahrin Ismail and an outspoken voice for taxi drivers in Malaysia urged the government to ban eHailing services such as Grab for disrupting the taxi industry and likelihood of the taxi drivers. There are also cases reported where taxi drivers would harrass other Grab drivers on the road to show protest.

Locals and tourists had experienced unfriendly service by taxi drivers such as bad attitude from the drivers and inaccurate meter fare charged by the drivers. Taxi drivers are the reflection of the Malaysian culture and hospitality, hence it is important to provide a good service. By providing a good service to the locals, taxi drivers can allow them to be long term customers; and by providing the friendliest service to the tourists, it would leave a good impression of Malaysia to others. Another challenge riders face while taking a taxi is the long waiting time and the uncertain taxi fare. To solve this issue, Transport Minister Anthony Loke had introduced 2 eHailing services - TaxiGo and CallMe. With these platforms, riders can now have shorter waiting time for taxis and also know how much they have to pay before they enter the car. Loke states “When more taxi drivers take up e-hailing, it will be good for both the industry and the consumers." and praise them for embracing a change. The reputation of the taxi driver isn't the friendliest either because of their strong stand against Grab and other eHailing services. Demonstrations were held by taxi drivers and also cases of taxi drivers harrasing Grab drivers on the road had been reported. Taxi drivers have to reflect and improve their service instead of being vocal to regain the trust and reputation they had lost.

In conclusion, the eHailing service Grab had ease our life and brought convenience to our daily life; we can travel anywhere anytime with just a few buttons. Grab have to continue to serve and provide a good deal to the customers consistently in order to maintain their customer base. At the same time, grab have to listened to the drivers concern and needs. It is important to ensure the drivers are happy as without them, they would be no customers. The taxi industry had always been an important part of Malaysian culture, and we have to keep it that way. Taxi drivers have to adapt and incorporate technology into their service to provide convenience to the customers. Not to forget, providing a friendlier service can also attract customers. By doing these few things, taxi will be able to rebuild their reputation and compete against Grab. And as customers, we have to treat both Grab and taxi drivers with respect; as they are here to provide a valuable service and to ensure we reach our destination safely.