Bangkok: Complaints about a surge in ride-hailing apps are leading to a meeting with the Department of Land Transport to tighten controls and protect consumers.
According to Thai News Agency, the Consumer Council recently met with representatives from Bolt to discuss enhancing consumer rights protection in the public transportation service sector via applications. This meeting involved incorporating consumer complaints compiled by the Council to establish a system of shared responsibility among service provider platforms and implement concrete measures to ensure passenger safety.
Mr. Adisak Saiprasert, Head of the Policy Implementation Support Unit of the Consumer Council, noted that frequent complaints concern driver behavior, including impolite or threatening language, physical assault, and sexual harassment. Issues also include overcharging for fares, misrepresentation of driver and vehicle information, and difficulties in claiming compensation due to the lack of mandatory public transport insurance for many vehicles.
During discussions with Bolt, three main measures were proposed to enhance consumer protection: a consumer assistance and compensation fund for accidents, a speed management system using app-based technology, and improved passenger safety measures, such as providing helmets for motorcycle taxi passengers. Additionally, Bolt was urged to connect its data with the Royal Thai Police to screen drivers for criminal records and outstanding traffic tickets.
Shocking statistics from ride-hailing app users have been revealed. Data from surveys conducted by the Consumer Council and related agencies between 2025 and early 2026 highlighted regulatory loopholes. A survey showed that most ride-hailing app users are females aged 20-26, with 73% being students. While over 70% of consumers choose these services for convenience, issues like route mismatches, long waiting times, and safety concerns persist.
There have been reports of drivers from ride-hailing apps attempting sexual assault and other serious crimes, with investigations revealing that perpetrators were not the actual account owners. Meanwhile, a public bus user satisfaction survey emphasized safety as a top priority, advocating for GPS tracking, identification devices, in-bus cameras, and emergency buttons.
Consumers and society are preparing a plan to meet with the Department of Transportation to urgently resolve the issues. Mr. Adisak mentioned that for future discussions, the Consumer Council and Bolt agreed to create a quick communication channel to address complaints promptly. They aim to propose amendments to ministerial regulations and address vehicle registration obstacles with the Department of Land Transport, pushing for these measures to become standards across all platforms.
Public opinion and registered app drivers have consistently demanded stricter law enforcement and clear deadlines for suspending accounts of drivers not registered as public transport vehicles. The Department of Land Transport is urged to enforce regulations equally across platforms, with penalties for non-compliance, ensuring user safety and holding platforms accountable as contractual partners with drivers.