Grab customers want in-app option to avoid expressways

Passengers want to choose whether to take toll roads before booking, while drivers save time and fuel by taking faster routes.

Grab customers are calling for an in-app option that would let them choose whether they want drivers to take expressways or other toll roads before they book.

The suggestion surfaced on social media amid recurring concerns from passengers about expressway routes and toll fees. Passengers shoulder toll fees on top of the Grab fare, which some say can be too expensive for the relatively short travel time saved. Drivers, meanwhile, may prefer expressways because a faster route can reduce time spent in traffic and fuel consumption.

Industry sources familiar with ride-hailing operations said routing systems across platforms generally default to the most efficient route from point A to point B. In many cases, that means an expressway, particularly when it can significantly cut travel time.

This can create tension when passengers would rather take a non-toll route to avoid the additional cost, while drivers may prefer the faster route because it can reduce time spent in traffic and fuel consumption. The issue has become a sensitive one across the ride-hailing industry, as the choice can affect both the passenger’s total cost and the driver’s time and earnings.

The problem is that the decision can sometimes come up only after the driver has accepted the booking, leaving customers and drivers to negotiate the route instead of agreeing on it before the trip begins.

Some passengers said they have experienced drivers becoming upset when they decline to take expressways.

Similar route-selection features are already available in some ride-hailing markets, including Bangkok, where users can choose routes with or without tolls and see corresponding travel-time and fare estimates.

Making toll-road use visible before booking could also give ride-hailing platforms a clearer way to present route options, estimate fares and travel times, and reduce disputes between drivers and passengers once a trip is already underway.

If implemented, such an option could make toll-road use part of the fare and route information shown before booking, similar to how other ride-hailing markets present different route choices and travel times to users.

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