Passengers felt a greater sense of security with having their driver’s details in their hands and having their rides tracked in real-time. Best of all, they no longer had to haggle with arrogant taxi drivers who often refused to charge by the meter and in some cases, even refused to take them to certain destinations.

E-hailing services were clearly professional and fair. And before long, people were reliant on them to get through their day, until of late, that is, when drastic fare hikes from Malaysia’s biggest e-hailing company, Grab, got many users seeing red.

Since April, Grab users have complained about being charged double or even four times the usual amount for a ride. For regular users, this has burned a hole in their pockets.

According to transport minister Wee Ka Siong, the surge in prices is due to a number of factors – a shortage of drivers, increase in demand, as well as increased traffic congestion, now that all economic sectors have reopened.

Grab in turn has said they have not modified their fare structure, and that the dynamic pricing model they employ ensures passengers get a ride, and that their drivers are fairly compensated.

Still, users are fuming at having to pay 200%-400% more in fares.

On Grab’s website, the peak hours are stated as between 7am-9am and 5pm-8pm. However, users have reported being charged exorbitant rates despite travelling during off-peak hours.

Many have also reported that the rates remain high even on shorter rides and when traffic is smooth. In light of this, FMT spoke to a few Grab users regarding their experiences.

Singer-songwriter Bihzhu, 38, has been using e-hailing services for years. According to her, the fares have gone up 50%-200% over the last couple of months, even during non-peak hours.

She said a trip to Bangsar which normally cost her RM15-RM17 now costs up to RM30, whereas a ride from Jalan Telawi in Bangsar to Jalan Bangkung about 1km away, costs RM10, which is double the usual fare.

“I actually noticed the hike since December last year, although it was mainly when it rained or during rush hour. But even then, the price surge was ridiculous,” she told FMT, adding that she uses ride-hailing services about four times a week.

She has tried using other ride-hailing apps, such as inDriver, which offers better rates, although it can be hard to find rides in certain areas. “So, there’s no choice but to get a Grab,” she said.

Unsurprisingly, she misses the times when Uber was still operational in Malaysia, a sentiment many Grab users share. “I miss the days when there was no monopoly in ride-hailing services.”

A user of ride-hailing services for about 10 years now, Neesha said that she has been paying twice to thrice as much for Grab rides since April this year.

A 2.5km ride from Bangsar to The Gardens Mall which used to cost her RM6, now costs RM18, whereas an 18km ride from Jalan Ampang to Section 14 in Petaling Jaya costs RM52.

“While I understand that there is a shortage of drivers, the hike in price is unreasonable,” she said, adding that she uses ride-hailing services four times a week. The 32-year-old analyst is currently exploring other ride-hailing apps.

Another user, Priscillia, said she relied on ride-hailing services almost every day and just like the rest, was feeling the pinch from the spike in Grab fares since April.

“The prices were already increasing before that, but you could still get your regular pricing every now and then. But right now, it’s ridiculously high all the time, even during off-peak hours or for short rides” said the 33-year-old working musician.

A 10km trip to TTDI that used to cost her RM11-RM13 now costs RM25-RM35, while a short trip from Bangsar to TTDI costs a whopping RM30.

“It really hurts the pocket and it’s no longer affordable for regular people. It’s a luxury to use Grab,” she said, adding that she has been spending up to RM700 a month on fares.

Recently, a few Grab drivers told her that they’ve joined other e-hailing services as the higher Grab fares have caused them to lose customers. She has since switched to inDriver as they offer lower fares.

As of yet, ride-hailing fares are not regulated by the government. But, given that these services are essential to many Malaysians, and that taking a bus or train is not a viable option for most, a solution has to be found quickly or it will continue to burden users.