Grab Vietnam breaks silence on driver calls to turn off app

In a response to Tuoi Tre (Youth) online newspaper on Thursday, a Grab representative said the firm had noted a number of reports and discussions about the company, including some fabricated information, being shared on social media in recent days.

Grab stressed that under any circumstances, maintaining service quality for users and ensuring the livelihoods of its partners, including drivers, remain its top priorities.

The company said it continues to actively listen to feedback and coordinate with relevant parties to ensure stable service operations.

Grab is also stepping up communications with drivers about measures to enhance security and safety while they are carrying out trips.

Besides, the firm said it “will continue to consider support solutions to ensure the legitimate interests of driver partners operating on the platform.”

Grab urged both users and drivers to follow information from its official channels and other reliable sources, particularly information concerning its operations.

The company warned that receiving inaccurate information could affect users’ experience as well as drivers’ ability to work on the platform.

The response comes as calls have emerged over the past several days in numerous driver groups on social media, urging drivers to switch off the Grab app and stop accepting bookings on September 12 and 13.

The campaign is intended to raise concerns over fares, fees, and drivers’ actual take-home earnings.

Some drivers have shared their trip histories to illustrate what they consider an imbalance between fares and operating costs.

For example, one driver of GrabBike Tiet Kiem, which is Grab's lower-priced motorcycle ride service, said he completed an 18.53-kilometer trip on September 5 but received only VND46,900 (US$1.78), equivalent to about VND2,530 ($0.10) per kilometer based on the distance traveled.

Such earnings did not cover fuel, vehicle maintenance, and depreciation.

Meanwhile, on one GrabCar trip, a passenger paid VND37,000 ($1.41).

The system showed a VND5,000 ($0.19) platform fee, a VND2,000 ($0.08) Ride Cover charge, as well as app-related fees and tax.

The driver's recorded earnings were VND19,500 ($0.74), comprising VND19,232 ($0.73) in trip fare and VND268 ($0.01) in pickup fees.

The amount received by the driver was therefore equivalent to about 52.7 percent of the total amount paid by the passenger.

Ride Cover charge is an additional benefit selected by passengers when booking a ride and it is associated with insurance and certain service commitments. It is not a direct deduction from the driver's earnings.