Grab Faces Public Outcry Over New Ride-Hailing Feature
Grab Malaysia recently tested a new ride-hailing feature allowing passengers to book Mandarin-speaking drivers for a higher fare. The option, now suspended, was introduced as part of a limited trial aimed at boosting tourism and improving service for the growing number of Chinese visitors.
The controversy erupted after Nathan Mathivanan, president of the Association for Land Public Transport Transformation, posted a viral TikTok video on 5 August. He alleged that the feature was discriminatory, claiming both his test bookings — made on separate devices — assigned Chinese drivers for the Mandarin option. Nathan argued that tourists could simply change the Grab app to English or use translation tools instead of paying extra for a language-specific driver.
Mixed Reactions from Passengers and Drivers
The public response on social media was divided. Supporters said the option was purely a customer choice, not a mandatory setting, and could justify a higher fare for better communication. They also stressed that speaking Mandarin does not automatically mean a driver is Chinese.
A Grab driver added that despite being Chinese, he was excluded from the Mandarin-speaking list because he lacked fluency. This suggested the feature was skill-based rather than race-based, though critics remained unconvinced.
Grab and Authorities Respond to the Backlash
In a statement reported by the New Straits Times, Grab said the trial targeted demand from the 1.4 million Chinese tourists who visited Malaysia between January and April 2025. The company plans to review the results, conduct an internal language proficiency survey, and potentially roll out similar language-based booking options in future — open to all qualified drivers regardless of background.
Malaysia’s Land Public Transport Agency (APAD) later reminded e-hailing companies to ensure fair ride distribution. APAD warned that such features risked creating unjust advantages for certain drivers, calling for strict compliance with licensing rules.
This dispute highlights the delicate balance between enhancing travel experiences and ensuring fairness in the ride-hailing sector. While targeted language services could strengthen tourism and customer satisfaction, they must be carefully designed to avoid any perception of racial preference — an especially sensitive issue in Malaysia’s multiracial society.