Cancellation Issues (Tier 1 and 2)

• Job Rejection: You can reject a job without issue.

• Accepted Job Cancellation: Canceling an accepted job without appropriate reason or not contacting the customer may result in warnings or suspensions, depending on frequency.

• Refusal to pick up passengers or not using app-suggested routes will also be addressed with warnings and suspensions.

Safety and Payment Issues (Tier 3 and 4)

• Advance Booking No-Show Policy: Canceling an advance booking job when you are not near the pickup location is a serious violation. This will result in penalties, warnings, or escalations to Tier 3 actions based on the frequency of offenses. Drivers at fault abusing this reason, will incur a RM15 penalty. Additionally:

  • Advance Booking Suspension: Drivers may be suspended from receiving advance booking jobs for 7 days.

  • Airport & Others Community Impact: Offending drivers will be removed from the Airport and Others Community for the following month.

Please ensure compliance to avoid these penalties.

• Bypassing Platform Fees or Overcharging Fares: Bypassing platform fees, charging customers outside the platform, or overcharging fares are severe breaches. These actions can result in immediate suspensions or permanent bans from the platform.

• Other Safety Violations: Actions such as abandoning customers, reckless driving, sharing a ride with friends or family during the trip, or any form of harassment are critical violations. These may lead to immediate suspensions, bans, or permanent termination. 

Professionalism and Driver Behavior (All Tiers)

• Issues like poor communication, vehicle conditions, and inappropriate behavior towards passengers or staff are closely monitored.

• Multiple infractions will result in escalating consequences, including suspensions and bans.

• Overcharging Fare or Repeated Rude Behavior → Rank Drop for 1 Month

If a driver is found to have:

• • Overcharged fare (charging more than the displayed amount)

  • Been rude to a customer (e.g., using harsh language, being unprofessional) in at least two reported cases

  • They will face a 1-month rank drop, along with the current penalty of suspension.

AirAsia Ride Driver Policy Update: Immediate Suspension for Violations

To maintain the highest service standards and ensure passenger safety and satisfaction, AirAsia Ride will strictly enforce immediate suspensions for drivers who violate key platform policies.

Immediate Suspension for First Reported Violation

Drivers will face suspension upon the first verified report for any of the following violations:

1️⃣ Reckless driving, drowsy driving, or endangering passengers

2️⃣ Operating a vehicle that is dirty, smelly, or not in good condition

3️⃣ Completing a booking without actually picking up the passenger

4️⃣ Bypassing Advance Booking penalty fees by falsely marking a No Show

5️⃣ Creating fake bookings or using fake GPS locations

6️⃣ Using a different vehicle than the one registered on the platform

7️⃣ Bypassing platform fees by canceling or marking No Show but still picking up the passenger

8️⃣ Receiving a Tier 4 violation (e.g. Sexual harassment, discrimination, damage to Airasia ride reputation, driver impersonation, driving under influence,harming the passenger,aggresive and threatening)

Immediate Suspension for Second Reported Violation

A driver who accumulates a second verified report for any of the following violations will also face suspension:

1️⃣ Bad behavior toward passengers, including rudeness or inappropriate conduct

2️⃣ Overcharging passengers for fares or tolls

3️⃣ Inducing a passenger to cancel a booking

4️⃣ Repeated No Show abuse

5️⃣ Using a mobile phone while driving (unsafe driving behavior)

6️⃣ Repeatedly inducing passengers to cancel bookings

7️⃣ Dropping off passengers at incorrect locations

8️⃣ Picking up passengers at incorrect locations

Investigation & Consequences

All reports will be thoroughly investigated before action is taken.

Drivers have the right to appeal by visiting the AirAsia Ride Driver Centre with supporting evidence.

Maintaining High Standards

We expect all drivers to uphold the highest level of professionalism. These rules are designed to maintain fairness and ensure the best experience for both passengers and drivers.

For any inquiries, drivers can contact us via Live Chat or visit the AirAsia Ride Driver Centre.

🔹 This policy takes effect immediately. Ensure compliance to avoid suspension or permanent action.

Tips to Increase Your Rating and Maintain Professional Standards

Professionalism:

1. • Communication: Keep conversations positive and professional.

   • Appearance: Wear appropriate attire.

   • Vehicle Condition: Keep your car clean and fresh-smelling.

   • App Usage: Do not misuse the app or any of its features.

   • Fare Charges: Do not overcharge passengers.

Navigation Skills:

1. • Follow app-suggested routes to ensure efficiency.

   • Develop good knowledge of local routes to avoid delays.

Passenger Safety:

1. • Drive safely, avoiding harsh or sudden brakes.

   • Stay alert and refrain from using devices while driving.

Passenger Comfort:

1. • Keep some change with you if passengers pay with cash. Allow QR payment for passenger convenience.

   • Ask if the temperature of the air-conditioning is favorable to the passenger.

   • Avoid loud music and maintain a comfortable volume.

General Tips:

1. • Care about passenger safety and comfort at all times.

   • Maintain a polite and courteous demeanor.

Compensation

Compensation Policy for Advance Booking No Show:

Effective January 2025, AirAsia Ride offers RM15 compensation to drivers for valid advance booking "No Show" cases. 

Eligibility:

1. • The "No Show" must be genuine and verified by AirAsia Ride.

   • You must:

     1. Click "No Show" within the booking time.

     2. Be near the designated pick-up point.

     3. Stay online from "On the Way" until arrival at the pick-up location.

Important:

1. • Compensation is processed after verification, not immediately after the trip.

   • AirAsia Ride reserves the right to withhold, revoke, or cancel the compensation if requirements are not met or if suspicious or abnormal activities are detected.

   • Abuse of the "No Show" feature will result in penalties.

For more details, visit our Help Centre or contact live chat.

To learn more about these guidelines and improve your skills, please attend our training classes at HQ. Check the schedule for more information.

Thank you for your attention to these matters. Should you have any questions or need clarification, please contact our support team.

在 airasia ride，我们优先考虑乘客的安全、专业精神和优质服务。我们想提醒您有关行程中可能遇到的各种问题的公司政策，并提供一些提示，帮助您提高评分并保持高标准的服务。

公司政策

取消问题（一级和二级）

• 任务拒绝：您可以拒绝任务，不会有问题。

• 已接受任务取消：在没有适当理由的情况下取消已接受的任务，或未联系客户，可能会根据频率收到警告或暂停。

• 拒绝接乘客或不使用应用推荐路线：也会导致警告和暂停。

安全问题（三级和四级）

• 严重违规：抛弃客户、鲁莽驾驶、收取过高费用 或任何形式的骚扰行为是严重违反规定的行为。

• 后果：此类行为可能导致立即暂停、禁止或永久终止使用我们的平台。

专业精神和司机行为（所有级别）

• 沟通不良、车辆状况差、行为不当：这些问题会被严密监控。

• 多次违规：将导致逐步加重的后果，包括暂停和禁止。

提高评分和保持专业标准的提示

专业精神

• 沟通：保持积极和专业的对话。

• 外观：穿着适当的服装。

• 车辆状况：保持车内清洁和气味清新。

• 应用使用：不要滥用应用程序或其功能。

• 票价收费：不要对乘客收额外费用。

导航技能

• 遵循应用建议路线：确保效率。

• 熟悉导航路线：避免延误。

乘客安全

• 安全驾驶：避免急刹车。

• 保持警觉：驾驶时避免使用设备。

乘客舒适

• 随身带一些零钱：以防乘客用现金支付。允许乘客使用二维码支付以方便乘客。

• 空调温度：保持适宜的温度。

• 音量控制：避免大声音乐，保持适宜的音量。

一般提示

• 关注乘客安全和舒适：始终保持礼貌的态度。

要了解更多关于这些指南的信息并提高您的技能，请参加我们总部的培训课程。查看时间表以获取更多信息。

感谢您对这些事项的关注。如有任何问题或需要澄清，请联系客户支持团队。

再次感谢您的合作。