This week in our popular Legal Corner series, presented by our legal partners Anglo Siam Legal in Pattaya, we cover what to do if you as a passenger have a dispute with a mobile app taxi driver in Thailand.
In Thailand, where mobile app taxi services like Grab and Bolt have become integral to urban transportation, disputes between passengers and drivers can occasionally arise. Understanding how to handle these situations ensures a smoother resolution and maintains safety and satisfaction for both parties involved. Here’s a guide on what to do when facing such disputes:
1. Maintain Composure
– Stay Calm: The first step is to remain calm. Escalating the situation with anger or aggression can lead to further complications.
2. Communicate Clearly
– Language Barrier: If there’s a language barrier, use translation apps or stick to simple English or basic Thai phrases.
3. Document the Issue
– Record Details: Note down or take pictures of:
– The vehicle’s license plate.
– The driver’s name and ID number in the app.
– The time, location, and nature of the dispute.
– Any unusual behavior or service issues.
– Use the App: Most apps like Grab or Bolt have an in-app feature to report issues. Use this immediately to log the problem.
4. Seek Immediate Resolution Through the App
– In-App Reporting:
– Report the issue via the app’s safety center or customer service section. This could be for:
– Unsafe driving.
– Unexpected route changes.
– Incorrect fare charges.
– Driver misconduct or rudeness.
– Live Chat or Call: If available, use live chat or call customer support directly through the app for real-time assistance.
5. Legal and Formal Complaints
– Contact Authorities:
– If the issue involves safety, legality, or significant misconduct, consider:
– Calling the police on 191 or tourist police on 1155 if it’s an emergency.
– Filing a formal complaint with the Department of Land Transport’s hotline 1584, especially if the mobile app company is not helpful in resolving the problem.
-Filing an official complaint with City Hall and the mayor’s office if the situation has escalated to a very serious level.
6. Know Your Rights
– Service Standards: Familiarize yourself with the service standards of the ride-hailing app.
– Apps like Grab and Bolt ensure drivers meet certain criteria regarding vehicle condition, driver conduct, and fare transparency.
7. Resolution and Follow-Up
– Feedback: Once back home or in a safe location, provide detailed feedback in the app. This helps in:
– Improving service quality.
– Ensuring accountability for the driver.
– Follow Up: Check back with the customer service if your issue wasn’t resolved satisfactorily. Persistence often results in better outcomes.
8. Preventive Measures
– Pre-Ride Checks: Before booking:
– Review driver ratings and read comments if available.
– Share your trip details with someone you trust via the app’s feature.
– Payment:
– Opt for in-app payments if possible to avoid disputes over cash amounts.
9. Cultural Sensitivity
– Understanding Local Customs: Sometimes, disputes can arise from misunderstandings. Being aware of Thai customs, like the importance of face-saving and that due to this many Thais are unlikely to apologize or say sorry over a perceived problem, can help in de-escalating conflicts.
10. Safety First
– Exit if Unsafe: If at any point you feel unsafe or the dispute escalates, request the driver to stop and exit the vehicle. Use the app to report the situation immediately. If the dispute is over payment but continues to escalate it’s best to pay in the moment to avoid a possible physical altercation and then contest the fare with the company involved or involve authorities, if needed. Calling 1155 for the tourist police to help mediate can also work in some situations.
Consider reaching out to Anglo Siam Legal for assistance with any problems you may have had or questions regarding legal matters, including around altercations with taxi drivers or companies.
Contact Anglo Siam Legal
Call Them: 0610184790
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