Bolt has been ordered to explain an alleged attack on a Japanese passenger in Bangkok after a ride-hailing driver reportedly assaulted him during a dispute over the agreed fare.
The 52-year-old Japanese restaurateur filed a police complaint after the incident in the Asok area, saying the driver told him, “For this fare, I can only go this far” before demanding that he leave the vehicle.
When the passenger objected, the driver allegedly attacked him, leaving him with a head wound and multiple bruises.
The incident reportedly took place on May 28 and was later publicised by the Facebook page “Jmoi V+” on Monday.
According to the complainant, he had booked a ride through the Bolt app to travel from his home to work. Thai media reported that he owns a Japanese restaurant in Bangkok.
The journey appeared to be proceeding normally until the vehicle passed Nana and crossed Asok intersection on Sukhumvit Road, where the driver suddenly said, “I can only go this far.”
When the passenger asked for an explanation, the driver reportedly said the fare was not worth the distance.
The complainant said he told the driver that any issue over the fare should be taken up with the app operator, as the driver had already accepted both the booking and the quoted fare.
The driver then allegedly ordered the passenger to get out of the vehicle immediately. Although the passenger complied, the driver reportedly followed him and, without warning, repeatedly punched and struck him on the back of the head.
The complainant said he suffered a head wound and several bruises. He added that motorcycle taxi riders and passers-by intervened and stopped the assault before it became more serious.
Witnesses later accompanied him to Thong Lor Police Station to file a complaint, while the driver fled the scene.
On Tuesday, PM’s Office Minister Supamas Isarabhakdi, who oversees the Consumer Protection Board, ordered urgent assistance for the complainant and instructed the ride-hailing platform to provide an explanation by June 5.
She said the alleged assault represented a serious violation of consumer rights under the Consumer Protection Act of 1979.
Under Section 3 of the law, a consumer is defined as anyone who uses goods or services, regardless of nationality. Ms Supamas said the Japanese complainant was therefore entitled to the same legal protection as a Thai citizen.
She added that no passenger should be abandoned midway through a journey or subjected to violence. The case also fell under Section 4, which protects a consumer’s right to safety when using a service, while affected passengers are entitled to seek compensation for damages.
Ms Supamas said the case appeared to meet all of those conditions.
Officials are set to examine the platform’s driver-screening measures and disciplinary procedures on June 5. Ms Supamas said the platform should also share responsibility for the incident.
Operators of similar app-based transport platforms will be invited to a meeting on June 12 to discuss standardising service standards, she said, adding that around 13 operators are expected to be involved.
“The fact that the victim is a foreigner makes it even more serious because it affects the country’s image,” she said. “The platform must also take responsibility, rather than simply banning the driver and then considering the issue closed.”
She said the incident reflected wider systemic concerns involving vehicles, drivers and platform screening procedures.
The Office of the Consumer Protection Board has been instructed to coordinate with the Royal Thai Police to locate and prosecute the driver, while the Department of Land Transport will check the vehicle and public-vehicle driving licences.
The Electronic Transactions Development Agency will also be asked to oversee the digital platform aspect of the case.
Officials will also visit the victim to offer legal assistance and counselling, with a progress report expected within 30 days.
Ms Supamas also praised the local residents who helped the tourist during the incident.
