Bangkok: The ride-sharing app market in Thailand is facing major questions regarding safety standards after some platforms were found to be neglecting their duties, allowing drivers with fraudulent identities, criminal records, and undocumented foreign workers to slip through, posing risks to passengers. This has resulted in over 2,000 cumulative complaints, far surpassing other service providers in the market.
According to Thai News Agency, although the new law, the NBTC announcement under the DPS Act, has been in effect since March 31, 2026, to pressure apps to stop claiming to be merely "intermediaries," in practice, society has yet to see lasting change. In recent years, the ride-hailing app market in Thailand has grown exponentially, becoming an integral part of urban life. However, amidst the competition in price, promotions, and convenience, another important question that society has begun to seriously ask is, 'Passenger safety standards,' which, both in practice and legally, is the role and responsibility of the service provider platforms.
One of the key aspects of this law focuses on regulatory measures and safety, addressing the previous weakness where, when problems or crimes involving passengers occurred, platforms often claimed to act only as "intermediaries" connecting passengers and drivers. Under the new law, platforms must verify and authenticate their identities, have measures in place to investigate and punish offenders, prevent repeat offenses, and report to government agencies. Platforms must submit operational reports under Section 22 to the Department of Land Transport and the Electronic Transactions Development Agency (ETDA), as well as continuously prepare annual reports as required by law.
According to a report by research firm Statista, the Thai ride-hailing market is projected to generate $1.36 billion in revenue last year, or approximately 45 billion baht, and is projected to reach $1.48 billion by 2028, with an annual growth rate of 2.14%. The market is also expected to have 15.16 million users by 2029, driven by increasing consumer reliance on digital services. Furthermore, major platforms are intensely competing to expand their driver and rider bases, with several platforms collectively boasting hundreds of thousands of drivers nationwide. This reflects that ride-hailing apps are no longer just "tech startups," but are becoming an integral part of Thailand's transportation infrastructure.
The aforementioned trends are one factor that has led related sectors, including ETDA, to push for ride-sharing platforms to have additional responsibilities beyond simply acting as intermediaries for ride-hailing services. They must also assume the role of "regulating and overseeing the service." However, in practice, "the public/ride-hailing app users" have not yet seen any changes on the part of some service providers' platforms, which still have drivers/riders whose behavior or history does not meet passenger safety standards.
Many observers have noted that in the automotive industry, when vehicle safety issues arise, government agencies tend to act quickly, whether through inspections, product recalls, or temporary suspensions, as these directly affect consumer lives. However, in the case of ride-hailing platforms, with their massive user base, the oversight required to screen drivers within their systems seems less stringent. In many countries, criminal background checks are a crucial requirement before allowing individuals to work as public transport drivers.
Another point of criticism is that the most complained-about apps continue to operate even though their licenses expire in May 2026. The government agencies directly responsible for supervision have adopted a "cooperative" approach with the private companies owning the platforms, neglecting complaints from passengers who are negatively affected and whose safety is compromised by using these services.
Consumer protection experts argue that given the massive number of users of ride-hailing apps and their role on par with public transportation, safety standards should be raised to match other types of public transport, including taxis, vans, and buses, which require rigorous driver qualification checks.
The Thai ride-hailing market has significant potential for future growth. However, this growth could be hampered if society begins to perceive that "convenience" comes at the cost of "risk." Ultimately, passengers don't just want cheap service; they want the assurance of reaching their destination safely. In an era where digital platforms play a structural role in society, a crucial question that regulatory governments must address for the public is, "Who is responsible for public safety?" They shouldn't leave this standard to market mechanisms where the more service providers there are, the better.
With qualified drivers, there are already other platforms ready to support the increasing demand for ride-hailing apps. At the same time, it sets a standard for creating services that are more responsible to users and society, rather than just investing in platform businesses that focus on market share growth and profit.