AIRASIA RIDE DRIVER CONCERN RESOLUTION PROCESS
AIRASIA RIDE DRIVER CONCERN RESOLUTION PROCESS
Embedded Files
Your dedication and hard work are the backbone of AirAsia Ride. We are committed to fostering a fair, respectful, and supportive environment for all our driver-partners. This Concern Resolution Process outlines how we listen to your feedback, address your issues, and work towards satisfactory solutions. Your voice matters to us, and we encourage you to use this process to ensure your concerns are heard and handled efficiently.
WHAT IS DRIVER CONCERN?
A driver concern is any formal or informal feedback, complaint, or issue you raise regarding your experience with AirAsia Ride. This can include, but is not limited to:
Account Issues: Unfair account suspension or deactivation, difficulties with document verification, onboarding challenges.
Payment & Earnings: Discrepancies in fare calculations, delays or issues with incentive payouts, unclear deductions.
Operational Matters: Technical problems with the driver app affecting earnings, booking errors, unfair cancellations attributed to you, system bugs.
Interactions & Conduct: Harassment or misconduct by passengers or AirAsia staff, unfair ratings or feedback, concerns about treatment by support teams or operations staff.
Safety Concerns: Issues related to your safety or the safety of passengers during a ride.
TYPES OF CONCERN WE HANDLE
To help us address your concerns more effectively, we've broadly categorized them as follows:
Operational Issues:
App malfunctions, GPS inaccuracies, booking system errors
Difficulties with pick-up or drop-off points.
Issues related to ride assignment or unfair cancellations.
Financial Issues:
Fare calculation errors or disputes.
Delays or discrepancies in weekly earnings or incentive payouts.
Questions about commission, fees, or other deductions.
Account-Related Issues:
Account suspension or deactivation appeals (see "Rayuan" process).
Problems with document submission or verification.
Onboarding process queries or rejections.
Conduct & Safety Issues:
Complaints regarding passenger behaviour or misconduct.
Concerns about unfair ratings or passenger feedback.
Reporting safety incidents or hazards.
Feedback regarding interactions with AirAsia staff (support, operations).
Support Interaction Issues:
Concerns about the responsiveness or helpfulness of our driver support channels.
Feedback on the resolution process itself.
HOW TO RAISE YOUR CONCERN WITH AIRASIA RIDE
We currently offer the following channels for you to submit your concerns. Please choose the one most appropriate for your situation and provide as much detail as possible (e.g., Driver ID, booking ID, date/time of incident, screenshots if applicable) to help us investigate thoroughly.
WhatsApp Messages:
Phone Number: +60182115298
Link to WhatsApp: https://wa.me/60182115298
How to Use: Send us a message detailing your concern to our dedicated Driver Support WhatsApp number [Insert WhatsApp Number Here - if you have one, otherwise state "as communicated to you"].
Best for: Quick queries, minor technical issues, urgent operational assistance during a ride.
Information to include: Your Driver ID, clear description of the issue, relevant booking IDs, and screenshots if possible.
Email Support
General Inquiries & Concerns:
Email Address: ride_help@airasia.com
How to Use: Send an email with a clear subject line and a detailed description of your concern.
Best for: Non-urgent operational issues, payment inquiries, feedback on services, general questions.
Appeals ("Rayuan") for Convicted Issues:
Email Address: ride_rayuan@airasia.com
How to Use: Use this email specifically if your account has been suspended or deactivated due to a violation, and you wish to appeal the decision.
Best for: Formal appeals against disciplinary actions (e.g., account suspension, deactivation). Please include any supporting evidence for your appeal.
In-Person Support (Klang Valley Office):
Location:
AIRASIA RIDE SDN. BHD.
Unit D-6-3,
Aras 3, Blok D, Setiawalk,
Persiaran Wawasan,
47160 Puchong, Selangor
Monday - Friday (Excludes Public Holiday)
10:30AM - 7:30 PM
How to Use: You can visit our Klang Valley Driver Support Centre for face-to-face assistance.
Best for: Complex issues that may be better discussed in person, document verification assistance, Account issue (if applicable).
OUR COMMITMENT: RESPONSE & RESOLUTION TIMELINE
We understand that timely resolution is crucial. Here’s what you can expect after you submit a concern:
Acknowledgment: We aim to acknowledge receipt of your concern submitted via WhatsApp or Email within 24-48 business hours. For in-person visits, your concern will be acknowledged immediately.
Investigation: Our dedicated team will thoroughly investigate your concern. The complexity of the issue will determine the investigation time.
Resolution Target: We strive to resolve most concerns within 5-7 working days. For more complex issues, or those requiring coordination with multiple departments (e.g., financial reconciliations, appeals), we will keep you updated on the progress and provide an estimated timeframe for resolution.
Communication: We will communicate the outcome of our investigation and any actions taken via the same channel you used to contact us, or your preferred contact method if specified.
ESCALATION PROCESS: IF YOU'RE NOT SATISFIED
If you feel that your concern has not been adequately addressed or resolved through the initial process:
Request a Review: You can request a review of the decision or resolution provided. Please reply to the last communication you received, clearly stating why you are unsatisfied and providing any additional information.
Supervisor Review: Your concern will then be escalated to a Driver Support Supervisor or Manager for a secondary review.
Final Review (for "Rayuan"/Appeals): For appeals submitted via ride_rayuan@airasia.com that you believe were not fairly assessed after the initial appeal outcome, a final review may be conducted by the Head of Driver Operations or a designated senior manager. The decision at this stage will typically be final.
OUR PROMISE: CONFIDENTIALITY & NON-RETALIATION
Confidentiality: We will treat all concerns with the utmost confidentiality, sharing information only with those individuals directly involved in the investigation and resolution process.
Non-Retaliation: AirAsia Ride has a strict non-retaliation policy. We assure you that raising a genuine concern in good faith will not result in any adverse action, unfair treatment, or retaliation against you.
CONTINUOUS IMPROVEMENT: LEARNING FROM YOUR FEEDBACK
Recordkeeping: All concerns are logged and tracked in our system. This helps us monitor the types and frequency of issues.
Analysis & Reporting: We regularly analyze this data to identify trends, recurring problems, and areas where we can improve our app, policies, support processes, and overall driver experience.
Your Impact: Your feedback is invaluable in helping us make AirAsia Ride a better platform for everyone.
Thank You for Partnering with AirAsia Ride!
We are dedicated to continuous improvement and value your contribution to our community. We trust that this process will provide a clear and fair pathway for resolving your concerns.
Page updated
Google Sites
Report abuse