Ensuring a Safe and Professional Ride: Understanding AirAsia Ride's Driver Issue Tiers

• Tier 1: Professionalism and Basic Service
  
  This tier addresses foundational aspects of service quality. Issues here include instances of discomfort towards passengers (e.g., inappropriate air conditioning or music), drivers not having correct change, a lack of navigation skills, poor communication, or drivers being uncontactable. Unscheduled stops while in transit or drivers asking passengers to cancel rides also fall into this category.

  • Potential Actions: These issues typically result in a Reminder, serving as a gentle prompt to improve service.

• Tier 2: Booking and Pickup Protocol
  
  Tier 2 focuses on adherence to our booking and pickup procedures. This includes driver-induced passenger cancellations, "no-show" abuse, failing to fulfill advance bookings, refusing to pick up passengers despite appropriate vehicle selection, or not using app-suggested trip routes. Additionally, late pickups, or instances where the vehicle is not in good condition (dirty or smelly), or if the driver's attire is inappropriate, are addressed in this tier.

  • Potential Actions: Actions for Tier 2 issues can range from a Warning for initial incidents to a 72-hour Suspension or even a 1 Week Suspension for repeat or more significant breaches.

• Tier 3: Serious Conduct and Fraud
  
  This tier covers a wide array of serious conduct issues that impact passenger safety and trust, as well as operational integrity. Examples include abandoning customers, incorrect drop-off or pick-up locations, using a phone while driving, reckless driving, or sharing a ride with unauthorized individuals. It also encompasses using a different car for pickup, being involved in an accident, picking up the wrong customer, or smoking while driving. Unprofessional behavior such as convincing customers to use other apps, intentionally taking lost items, overcharging fares, or displaying bad behavior towards passengers or staff are also Tier 3 violations. Additionally, fraudulent activities such as completing bookings without pickup, discrimination, bypassing platform fees through “no-show” or cancellation manipulations, self-booking or fake bookings, or installing unauthorized modified apps (rooted versions), illegal app versions, or prohibited third-party apps to manipulate the system (e.g., auto-clickers, fake GPS, etc.) also fall under this tier. 

  • Potential Actions: Depending on the severity and frequency, Tier 3 issues can lead to a Warning, 72-hour Suspension, 1 Week Suspension, or in severe cases, a Permanently Ban from the platform.

• Tier 4: Severe Violations
  Tier 4 addresses the most egregious and unacceptable behaviors that pose significant risks to safety, reputation, and the well-being of all involved. This includes sexual harassment, harming passengers, aggressive and threatening behavior, driver impersonation, driving under the influence or intoxicated, and inappropriate communication with passengers after trip completion. Actions that severely harm the company's reputation, such as viral posts or videos on social media, also fall into this critical tier.

  • Potential Actions: Due to their severe nature, Tier 4 issues will almost always result in a Permanently Ban from the AirAsia Ride platform.

Your Role in Maintaining Excellence:

• Understanding these tiers and the associated actions is crucial for every AirAsia Ride driver. By adhering to our guidelines and prioritizing safety and professionalism, you contribute directly to a positive experience for all passengers and uphold the high standards of the AirAsia Ride community. We encourage all driver-partners to familiarize themselves with these guidelines to ensure a safe, efficient, and pleasant ride for everyone. 

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.