Violence Against Ride-Hailing Driver at Labuan Bajo Airport Prompts Platforms to Strengthen Partner Protection
JAKARTA, KOMPAS.com — The case of violence against a ride-hailing driver in the Labuan Bajo airport area has sparked attention to the importance of protecting partner drivers within the online transportation ecosystem.
The incident at Komodo International Airport not only highlights on-site security aspects but also serves as a reminder that the protection system for drivers is an essential part of platform services.
“inDrive has strict regulations regarding the protection of our users, both drivers and passengers,” said inDrive Communication Manager, Wahyu Ramadhan, to Kompas.com on Wednesday (15/4/2026).
“This protection aspect is present as our effort to create a sense of safety and comfort for every user when using our services,” Wahyu stated.
According to him, every report from partner drivers will be handled directly by the Customer Support team for comprehensive follow-up. This system serves as the front line in ensuring that every complaint receives a prompt response.
“We have a Customer Support team that will receive reports from drivers and then follow them up,” he explained.
“If the treatment comes from a passenger and is proven to violate our rules, then that passenger’s account can be temporarily suspended up to permanent blocking,” Wahyu emphasised.
However, he added that not all incidents involve passengers. In certain cases, such as conflicts with other parties on the ground, the company still conducts investigations and provides support according to its capacity.
“If the incident experienced by the driver is carried out by parties other than passengers, the inDrive Customer Support team will conduct further investigations and provide support according to the capacity we can do,” he added.
“In addition to formal protection, Maxim also strengthens the security aspect through community communication features,” said Public Relations Specialist at Maxim Indonesia, Nurahmi Tri Wulan, to Kompas.com on Wednesday (15/4/2026).
“Partner drivers are connected in a WhatsApp-based communication group that allows them to share the latest information, provide early warnings, and respond quickly in emergency situations,” she said.
According to Nurahmi, this feature becomes a practical solution on the ground when drivers face potential conflicts or emergency conditions.
With the presence of this communication group, partners can share location information, current conditions, and quickly request assistance from fellow drivers nearby.
“Going forward, Maxim will continue to evaluate and strengthen this protection system to ensure the safety and comfort of all partner drivers in carrying out their activities,” she added.