BANGKOK, THAILAND – Ride-hailing and delivery platform Grab’s radical overhaul of its driver bonus program unsettled drivers and stirred debate over gig work in the country.
Drivers alarmed by tougher bonus rules
Many drivers in Thailand had relied on Grab’s bonus payments, including daily top-ups, weekly rewards and incentives for high trip counts, which for some had made the difference between surviving and giving up their work. They now reported that bonus thresholds were significantly higher, certain incentives had been scrapped or sharply reduced, and new rules had been introduced that felt to many like a slap in the face.
“In the past I could support my family with the bonuses. Now I have to drive much longer just to earn anything extra at all.”
said a driver in Bangkok.
Company cites “new structure” and efficiency
Officially, Grab described the changes as an “optimisation of the bonus program”, signalling a push for more performance per driver, fewer free riders and a stronger focus on “active and reliable partners”. Internal communications referred to a “new bonus structure” that, according to the company, was meant to offer “fair incentives”, secure “long-term sustainability” and promote “efficient driving behaviour”. Critics countered that this effectively meant more work for less pay, arguing that, translated into everyday reality, the new system reduced income for many.
Longer hours, higher pressure on the road
Many Thai Grab drivers were already working 10–12 hours a day and now said they needed to drive even more to reach the new bonus thresholds.
“In the past 15 trips a day were enough for a small bonus. Now I have to do more than 20 trips – for the same or even a smaller bonus. It’s madness.”
said a driver in Chiang Mai. The reported consequences included more stress, fewer breaks and growing fear of not having enough at the end of the month, with some warning that Grab could turn into a “trap with no way out” for many.
Impact on customers and service quality
Customers also felt the effects of the changes, as less satisfied drivers often resulted in longer waiting times, potentially higher prices and a possible deterioration in service. Observers warned that if drivers reduced their efforts or stopped working for Grab, the market in Thailand could become more chaotic again, especially in major cities such as Bangkok or Phuket and Pattaya, where many people depended on ride-hailing apps.
“I already notice that it takes longer in the evenings to get a Grab. If they push the drivers this hard, I’m not surprised.”
wrote one user in an online forum.
Suspicions of cost-cutting and profit focus
Industry observers suspected a clear calculation behind the reform of the bonus program, suggesting that Grab wanted to cut its costs, impress investors with better figures and raise its margin per trip. While this strategy sounded sober on paper, many drivers perceived it as a betrayal, especially because the company had previously advertised “attractive bonuses” to conquer the market. Now that Grab was firmly established in Thailand, some drivers asked whether the company had merely used them to grow and was now abandoning them.
Selective rewards and risks for part-time drivers
Information that had leaked out indicated that the new bonus model relied on selection rather than money for all. Typical elements included higher minimum numbers of trips per day or week, stricter requirements for acceptance and cancellation rates, and bonuses limited to top performers or to certain times and zones.
“In future Grab will mainly reward those who drive extremely much and accept almost everything. Anyone who wants to stay flexible or only drives on the side will fall behind.”
said a sector insider, warning that for many part-time drivers this could mean the end of their engagement on the platform.
Key role of app-based drivers in Thai transport
Across Bangkok, Phuket and popular holiday islands, many locals and tourists would struggle without Grab and similar services, as traditional taxis were often seen as unreliable or overpriced and public transport was not well developed everywhere. The drivers formed a backbone of urban mobility but worked without classic employment contracts, without regulated social benefits and dependent on the changing rules of an app. When these rules changed “radically”, many drivers saw it not as a minor adjustment but as a question of their very existence.
Anger, boycott calls and loss of trust
In Thai driver groups and chats, messages expressing anger over the new conditions multiplied, alongside early calls for boycotts and considerations of switching to competing apps where available.
“Without us Grab is nothing. If we all stopped for just one day, the company would feel it immediately.”
wrote one driver in an internal discussion. Whether coordinated actions would follow remained unclear, but it was evident that the trust of many drivers had been severely damaged.
Regulators urged to examine platform power
The situation raised renewed questions about how much power a single company should wield over so many livelihoods. In Thailand, as in many other countries, legislation lagged behind the reality of platform work, leaving drivers neither as classic employees nor as fully independent contractors, but in a legal grey area. The drastic bonus changes could increase pressure on politicians, labour authorities and trade unions to scrutinise the sector more closely and create clear rules so drivers did not bear the full cost of digital convenience.
Uncertain outlook for Grab and its drivers
It remained unclear whether the new bonus program would become a long-term success for Grab or backfire. Observers saw scenarios in which the company saved costs but lost drivers and reputation, drivers adapted by working more but risked burning out, or rival platforms used the dissatisfaction to attack with better conditions. What was clear was that the decision had noticeably cooled relations between Grab and many of its drivers in Thailand, with a partnership once presented as a relationship of equals now widely perceived as one-sided dependence.