Many residents of Ho Chi Minh City have recently expressed frustration over difficulties in booking rides via app-based transport services like Grab and Be, particularly during rush hours.

Users have reported long wait times, unavailability of drivers, and perceived increases in ride costs.

Nguyen Nhu Hong, a resident of Thu Duc City, a district-level administrative unit of Ho Chi Minh City, told Tuoi Tre (Youth) newspaper about her challenging experience on Saturday. 

She attempted to book a Grab ride from Pham Van Dong Street to her home on Nguyen Thi Dinh Street – a distance of some 8.5 kilometers – at around 3:30 pm.

Despite her efforts, the app took an extended time searching for a driver and repeatedly asked her to wait, ultimately leaving her stranded for over 40 minutes.  

“Recently, I have frequently encountered this situation at various locations and times, including during rush hours, which is really inconvenient,” Hong complained.

Similarly, Quang Hung recounted his unsuccessful attempt to book a car ride during rush hour on January 19.

He tried multiple apps, including Grab and Be, to travel from District 1 to Go Vap District but failed to secure a ride after over 20 minutes. 

Hung speculated that traffic congestion might have prompted drivers to turn off their apps or skip passenger requests.

According to representatives from both Grab and Be, the surge in demand leading up to the Lunar New Year (Tet) festival, which starts on January 29, has exacerbated these issues. 

Many people are traveling for year-end parties, shopping for Tet, or attending leisure activities, which has placed additional strain on the app-based transport networks, these transport service providers explained to Tuoi Tre.

Grab notes that the increased demand has caused delays in driver availability, especially during peak hours, as it takes longer for drivers to pick up passengers and complete trips.  

Be Group echoed similar concerns, highlighting that congestion in central areas during rush hours has further prolonged ride times and reduced driver productivity.

In response, Grab said it has implemented reward programs to encourage drivers to stay active and promotional offers to attract users.

They are also working on technological upgrades, such as real-time traffic updates, to improve efficiency.

Grab representatives called on customers to be patient with the firm during this busy period.

Be Group has taken steps to enhance its services, focusing on improving map and navigation features.

These upgrades will help drivers choose optimal routes, avoid congestion, and reduce travel times.

Many users have complained about higher ride costs during this period.

However, Grab clarified that its base fares remain unchanged.

The company explained that dynamic pricing mechanisms are in place to reflect real-time supply and demand, travel distance, and duration, which can result in higher fares in certain areas and times.

Grab and Be have assured customers of their commitment to addressing these challenges.

With continuous improvements in technology and operations, they hope to provide smoother experiences for users, even during peak travel times, in the coming time.  

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