Grab 'quiet ride' option: 'Misunderstood' drivers say they try to strike up conversation only to not appear unfriendly

SINGAPORE — Often misunderstood as being too chatty, private-hire and taxi drivers say that they actually prefer a quiet drive, but fear seeming unfriendly if they do not strike up a conversation with their passengers.

Most of the seven drivers interviewed by TODAY supported the idea of minimal conversation during rides, but felt that a move this week by ride-hailing giant Grab to add an option on its app for passengers preferring silence is unnecessary.

The drivers said that they just wished customers would tell them if they prefer some peace, and related anecdotes about their struggles over engaging in chit-chat, and what topics are tricky. 

"I'm always happy to answer if you start a conversation," 35-year-old taxi driver Ray Sim told TODAY.

"But sometimes customers will go on and on about their life stories... I'm not a counsellor giving life advice. I'm just trying to get them safely from point A to point B."

Other drivers noted that their focus on the road can be affected when a conversation gets too lively.

"Although the more experienced drivers will find it manageable, there is still such a thing as being too engrossed in our conversations that we will miss turns or momentarily be too distracted to avoid erratic actions of other road users," said 53-year-old Grab and Tada driver Joseph, who declined to give his full name.

Mr Joseph added: "The more experienced drivers try to avoid initiating conversations because continuing conversations may lead to us revealing private and personal issues that we are not prepared to share.

"And believe it or not, apart from a few drivers suspended from the platform for inappropriate conversations, conversations are usually initiated by riders and not drivers."

QUIET IS GOOD, BUT CUSTOMERS SEND MIXED SIGNALS

What do passengers sometimes talk about? Medical issues, family and personal relationships, and even financial status such as earnings and home ownership, the drivers said.

However, not continuing a conversation can also send the wrong message, said Mr Ian Sedek, 32, a driver using ride-hailing apps.

Trying to draw a line, he tried to keep the conversation short — only to get a complaint from a customer who said he "had attitude problems".

These mixed signals can make it confusing for drivers, said another driver Lennard, who has been driving with Grab for three years. Aged in his late 40s, he declined to give his full name.

"One time after I asked a rider how's her day, she went to lengths to describe how tired she was attending an entire day of training about mental health till we moved on to share about our daily routine and family lifestyle," he said.

"On another occasion, the moment a rider boarded my car, he specifically asked for no music to be played during the whole trip while he took a call. I knew he was truly serious, after I switched to (classical music radio station) Symphony 92.4 and he still wasn’t pleased. So I simply turned off the radio."

UNVEILING FEATURE, GRAB SAYS NO RIDE IS EVER CONVERSATION-FREE

Grab has introduced the "quiet ride" feature in other countries such as Malaysia previously. It announced that it was adding the option to the app in Singapore on Monday (Feb 13).

By toggling the "quiet ride" feature on app, users can notify their driver before booking their ride that they do not want to strike up a conversation. However, drivers can still communicate with their riders, said Grab.

“No ride will ever be conversation-free, as some essential communication still needs to happen, such as confirming your name and trip details, asking urgent questions, and saying hello, goodbye, or have a great day," said the company in a Facebook post.

“If the ride is not as quiet as you'd like it, please let the driver-partner know."

MIXED REACTIONS OVER GRAB'S NEW FEATURE

The "quiet ride" feature on Grab will make things easier for passengers who are uncomfortable verbalising their wish for silence, noted Mr Lennard who feels that all rides should be quiet as an industry standard.

As for Mr Sim, he felt that passengers shouldn't fear speaking plainly.

"They can just say they are busy and then use their phone and scroll through social media... At least, it's more comfortable for both the driver and rider," he said.

However, Mr Joseph said that Grab's new feature sends the wrong signal to drivers about their passengers, and could get the journey off on the wrong foot.

The feature also fails to draw clear boundaries about what questions can be considered necessary in the context of a "quiet ride", which Mr Joseph feared could backfire on drivers.

Recalling an incident where a secretary scolded him for asking for her boss' flight details so as to figure out which gate to best pick up her boss, he said having a quiet ride could make it difficult to ask questions.

Nonetheless, Mr Fu, a 33-year-old part-time Grab driver, hopes that some riders will still be willing to have a chat.

"It can get boring driving 12 to 16 hours on the road. Some sometimes we talk out of necessity so we don't fall asleep," said Mr Fu, who declined to give his full name.

"Like how passengers will use their phone or interact with their peers to entertain themselves on a long ride up to Malaysia... they know what it means to be bored after being on the road for a while."

TODAY has contacted other ride-hailing and taxi firms about whether they plan to implement a similar feature.