Airasia Ride Klang Valley
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πŸ“’ NPS Detractor (not satisfied with the service.) Summary (July – October 2025)

Based on passenger feedback collected from July to October 2025, here are the Top 20 most frequent complaint categories, presented in percentage of total detractor cases.

This report aims to help all drivers understand key areas for improvement and deliver better service quality moving forward.

Top 20 Passenger Complaint Categories (by Percentage):

1. Reckless or Sleepy Driving – 14%
Drivers reported driving too fast or appearing sleepy. Always rest well before driving and prioritize safety above all.

2. Lack of Navigation Skills – 11%
Late arrivals or wrong routes due to poor navigation. Always use Waze or Google Maps to ensure route accuracy.

3. Rude or Unpleasant Behavior – 9%
Passengers reported rude tone or unfriendly interaction. Maintain professionalism and a positive attitude at all times.

4. Overcharging or Unclear Toll Charges – 8%
Extra charges added without explanation. Only charge according to the in-app fare and explain tolls clearly.

5. Driver-Induced Cancellation – 7%
Drivers asking passengers to cancel trips. If you cannot proceed, please cancel through the app yourself with a valid reason.

6. Long Waiting Time – 6%

Passengers waited too long after the driver accepted the trip. Move promptly and update passengers if delayed.

7. Missed Advance Booking – 5%
Drivers failed to show up for scheduled bookings. Fulfill all confirmed advance bookings or cancel early if necessary.

8. Uncomfortable Cabin (Aircond or Music) – 4%
Complaints about extreme temperature or loud music. Ask passengers if they are comfortable with the current settings.

9. Dirty or Smelly Vehicle – 4%
Passengers noticed unpleasant odors or unclean interiors. Clean your vehicle regularly and maintain good hygiene.

10. Poor Communication / No Response – 4%
Drivers not responding to chat or calls. Always reply politely and promptly when contacted.

11. Late Arrival to Pickup Point – 3%

Drivers arriving late without notice. Monitor your ETA and inform passengers if there’s any delay.

12. Unsafe Drop-Off Location – 3%
Dropping passengers far or in unsafe spots. Ensure safe and appropriate drop-off points.

13. Unprofessional Appearance / Poor Hygiene – 2%

Complaints about driver attire or cleanliness. Dress neatly and maintain a professional image.

14. Smoking Inside Vehicle – 2%
Passengers reported smoking smells or cigarette traces. Smoking in or near the vehicle is strictly prohibited.

15. Refusal Due to Short Distance – 2%
Drivers refused short trips. Every trip contributes to the overall passenger experience.

16. Phone Usage While Driving – 2%
Drivers using phones unsafely. Use a phone holder and avoid texting while driving.

17. Fare Dispute or Refund Issue – 2%
Misunderstanding about payment or fare amounts. Stay calm, explain clearly, and escalate to support if needed.

18. No Assistance with Luggage – 1%
Passengers felt ignored when carrying bags. Offer assistance when appropriate to show courtesy.

19. Refused Trip – 1%
Drivers declined passengers without valid reason; un- politely explain to passenger.

20. Strong Odor (Perfume or Body Smell) – 1%
Passengers uncomfortable with strong scent. Use mild fragrance and ensure proper ventilation.

Others – 5%
Miscellaneous or non-specific reports such as system errors, unclear feedback, or one-time issues.

Admin Driver Quality Management (DQM)

Bahasa Melayu: https://whatsapp.com/channel/0029Vb19qmWISTkQmd7Vm50Q
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Important Update: Temporary Discontinuation of "Compact" Ride

Dear AirAsia Ride Drivers,

Effective 6th November 2025, we will be removing the "Compact" ride option from our app (until further notice). This change is being made to enhance the booking experience for both our Customers and Drivers.

What this means for you:
If you are currently opted-in only for "Compact," you will be automatically switched to "Anyride" as your default service. This ensures you continue to receive ride requests without interruption.

If you have any active advance bookings for the "Compact" service scheduled for or after 6th November, these bookings will be automatically re-assigned to you under the "Anyride" service.

We strongly suggest you manually switch off your "Compact" option in the app prior to 6th November to ensure a smooth transition to this change.

Thank you,
AirAsia Ride Team
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KLIA2 Pickup Fee Change

Dear AirAsia Ride KV Driver,

Starting Monday, 10 November 2025, the airport pickup fee at the KLIA2 will be revised to RM2.16 on our app.

Driver Actions Required:
1. Inform Passenger: At drop-off, politely inform passengers of this RM2.16 charge.

2. Prepare Change: Carry small change for passengers needing exact balance.

3. No Rounding: Do not round up the fare without passenger permission.

Thank you for your cooperation.

Bahasa Melayu: https://whatsapp.com/channel/0029Vb19qmWISTkQmd7Vm50Q
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Hi Airasia Ride drivers,

The Tablet Incentive has been credited on 10 November 2025.

If you have already installed the tablet and met the monthly requirement of 130 trips or 3,640 minutes online with job on October but did not receive the incentive, please click this link to contact us on WhatsApp:

πŸ‘‰ https://wa.me/60176044990
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πŸ“’ KLIA2 Pickup Fee (RM2.16) Update

Hi Airasia Ride Driver,

We’re currently facing technical issues related to the implementation of the RM2.16 pickup fee in the app for KLIA2. Our tech team is working on a fix, and a temporary solution will be proposed within this week.

Thanks for your patience.

AirAsia Ride Team
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πŸš—πŸ’¨ Kepada semua pemandu e-hailing!
πŸ“Έ Pasanglah dashcam sekarang!

✨ Kenapa penting?
1️⃣ πŸ›‘οΈ Perlindungan diri – Bukti kukuh jika berlaku kemalangan atau tuduhan palsu.
2️⃣ πŸ“œ Bukti hitam-putih – Mudahkan siasatan & elakkan salah faham dengan penumpang.
3️⃣ πŸ’Ό Profesional – Tingkatkan keyakinan penumpang bahawa anda pemandu yang bertanggungjawab.
4️⃣ πŸ’° Jaminan AirAsia Ride – Pulangan sehingga RM100 jika berlaku penipuan penumpang lari tak bayar (syarat: kemukakan bukti video dashcam).
5️⃣ πŸ‘€ Penumpang lebih berdisiplin – Kehadiran dashcam membuatkan penumpang lebih sopan dan mengelak tingkah laku tidak wajar.

πŸ’‘ Pelaburan kecil, perlindungan besar!
πŸ”— Dapatkan dashcam harga berpatutan di sini: πŸ“¦
https://s.shopee.com.my/7Kmoxvh3Za
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All weekly incentives delayed

Hi AirAsia Ride drivers,

The incentives for the week 3rd - 9th November 2025 are delayed due to a technical issue in the system.

Our team is currently resolving the problem, and payments will be processed as soon as the issue is fixed.

Thank you for your patience and understanding

Airasia Ride Admin
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⚠️ AirAsia Ride: Important Notice – Completion Rate & No Show Policy ⚠️

Dear Drivers,

This is a gentle reminder regarding our completion rate policy and proper handling of cancellations and No Show cases. These guidelines are monitored weekly and monthly across all AirAsia Ride drivers.

To ensure fairness and maintain service quality, please take note of the following:

1.Low Completion Rate
Only accept jobs that you are fully ready to complete. Always check the pickup and drop-off details before accepting.

Drivers with significantly lower completion rates compared to the overall driver community may be subject to warning or suspension.

2.Driver Asking Passenger to Cancel
Please do not call passengers and request them to cancel the trip. This action is monitored in the system. Accounts that fall into the lowest category for this behaviour may be suspended for investigation.

3. Fraud – No Show Abuse
Please press "No Show" only if all conditions are met:
β€’ You are within 30 meters of the pickup point
β€’ You have waited at least 5 minutes at the pickup location
β€’ You do not send the passenger after pressing No Show
β€’ The booking time has already started

Misusing the No Show function (for example, pressing it before arriving or to avoid the platform fee) is classified as fraud and will add a violation point to your record.

We appreciate your cooperation to maintain a fair and trusted platform for both riders and passengers. If you need clarification on any of the guidelines, feel free to contact the AirAsia Ride team.

AirAsia Ride Admin
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Airasia Ride Klang Valley
πŸ“’ Good news for Bezza & Alza drivers! – AAR x IGL Coating Official Ceremony πŸš—βœ¨ Hi AirAsia Ride Bezza & Alza Owner, We are looking for 10 lucky drivers (5 Bezza + 5 Alza only) to represent AirAsia Ride at the official AAR x IGL Coating Signing & Flag-Off…
[IGL Coating – AirAsia Ride Announcement]

πŸŽ‰ Thank you for your interest!

To all drivers who have submitted the form to express interest in receiving a FREE IGL Window Coating, please check your app INBOX now.

πŸ“© If you are selected, kindly fill in your preferred date and time slot immediately - slots are limited and may fill up quickly.

For those who are not selected at this time, don’t worry - we will reach out again if another driver withdraws or if additional slots become available.

Thank you for being part of the AirAsia Ride community!

Airasia Ride Admin
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BUDI95 Announcement:

The Ministry of Finance (MOF) and Land Public Transport Agency (APAD) have recently confirmed and enhanced the eligibility for e-hailing drivers under the BUDI95 targeted fuel subsidy. Eligible drivers now qualify for a total monthly quota with additional up to 500 liters of petrol.

Here are the current requirements to qualify for the additional quota:
1. Malaysian Citizen with valid IC
2. Hold an active PSV License
3. Valid & Active EVP
4. Completed at least 2,000 km in bookings across all registered e-hailing platforms

MOF and APAD will consolidate the data from all registered e-hailing platforms to ensure eligibility criteria are met.

For Airasia Ride Drivers in Sabah, the current eligibility requirements apply and are subject to local regulations.

For more info & FAQ:
https://sites.google.com/view/aaride-driver/budi95-madani?authuser=0
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🎀 Townhall Time! Puchong Driver Centre Closed on 4 December 2025 πŸšͺ❌

Dear Airasia Ride Driver,

This Thursday, 4 December 2025, our Puchong Driver Centre will be CLOSED for one day as the entire team will be attending a special AirAsia Ride Townhall session. πŸ›«πŸ’¬

So if you need anything documents update , support make sure to drop by before Thursday ya! πŸ—“

πŸ“ Back to normal on Friday, 5 December 2025
Thanks for your understanding, and keep riding safe out there! πŸ”₯

AirAsia Ride Team ❀️
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Kelebihan memasang 'In Car Announcement'

1. Kelihatan lebih Profesional
2. Mengalakan penumpang untuk memberi penilaian 5 bintang
3. Mengingatkan penumpang supaya tidak tertinggal barang.
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Airasia Ride Driver Tutorial: Using In-Car Announcements

Introduction

In-car announcements can significantly enhance your professional image and boost passenger confidence. Here's a guide on how to use them effectively.

Method 1: Using an Android Player
1. Download the MP3: Obtain the pre-recorded sound file and save it to a USB drive.
2. Insert the USB Drive: Connect the USB drive to your car's Android player.
3. Play the Announcement: Locate the sound file and play it when a passenger enters your car.

Method 2: Using Your Phone's Bluetooth
1. Pair Your Phone: Connect your phone to your car's audio system via Bluetooth.
2. Play the Announcement: Use your phone's media player to play the sound file.

Recommendations:
β€’ Language: Play the announcement in both English and another language, such as Malay, to cater to a wider range of passengers.
β€’ Avoid Direct Phone Playback: Always play the announcement through your car's audio system for better sound quality and a more professional experience.

Benefits of Using In-Car Announcements:
β€’ Enhanced Professionalism: Create a positive first impression and showcase your professionalism.
β€’ Increased Passenger Confidence: Reassure passengers and make them feel more comfortable.
β€’ Higher Ratings: Studies suggest that passengers are more likely to give 5-star ratings after hearing a welcome announcement.

Pro Tips:
β€’ Dress Professionally: Ensure your attire matches the professional tone of the in-car announcement. Opt for long pants and a collared shirt.
β€’ Practice: Familiarize yourself with the announcement and practice playing it smoothly to avoid any technical difficulties.

By using in-car announcements effectively, you can elevate your driving experience and provide a more enjoyable journey for your passengers.

Admin Airasia Ride
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πŸ“’ Perhatian Kepada Semua Pemandu AirAsia Ride!

🚘 Contohi Aizat, salah seorang pemandu terbaik kami yang sentiasa memberikan perkhidmatan bertaraf lima bintang!

πŸŽ™ Tingkatkan imej profesional anda dengan memainkan rakaman pengenalan AirAsia Ride kepada penumpang.
βœ… Muat turun rakaman biasa di bawah
πŸ“’ Mahu rakaman eksklusif dengan nama anda dan nombor plat kereta?
πŸ“² WhatsApp kami di nombor ini untuk permintaan rakaman khas! Khye https://wa.me/601115376377

πŸ’‘ Berdasarkan kajian kami, memainkan rakaman pengenalan profesional ini boleh meningkatkan peluang anda untuk mendapatkan rating 5 bintang dengan mudah.

✨ Jom jadi pemandu terbaik, tambat hati penumpang, dan tingkatkan pendapatan anda! πŸš–

Terima kasih atas usaha dan dedikasi anda!
#AirAsiaRide #PemanduBertaraf5Bintang
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