Driver Conduct, Service Quality and Passenger Safety
Passengers judge a driver in the first 30 seconds: is the car clean and cool, is the driver presentable, is the greeting courteous? Conduct is also a licensing matter - LTA can act on complaints about rudeness, overcharging, discrimination, touting and unsafe driving.
Conduct standards
Be punctual and confirm the booking (name, pickup point, destination). Do not tout for fares, demand more than the app fare, or add unauthorised charges. Do not refuse a passenger on grounds of race, religion, gender or disability. No smoking in the vehicle, no distracting personal calls, and no music unless the passenger wants it. Never argue with an agitated passenger - stay calm, stop in a safe public place, and report the incident.
Passenger safety
Seat belts are mandatory for every occupant. A child below 1.35 m must be secured in an approved child restraint; a seat belt alone is not enough. Check that doors are shut and passengers are belted before moving off - the driver carries responsibility here. Adjust your driving for elderly passengers, pregnant women and children: gentler braking, longer gaps, extra boarding time.
Property and privacy
Check the rear seat after every trip, log lost property and arrange its return. Never photograph or record passengers or share their trip details.
Traps: fare disputes are often set while the car is moving - the right answer is to continue to a safe, public location and settle or report there, not to stop on an expressway or lock the doors.
Rule of thumb: belt check before every move-off.