Grab SG apologises for driver's rude message 'SG$5.70 ask Grab CEO to take you'

Grab Singapore has released a statement apologising for a viral incident involving a driver where the driver had turned down a passenger with a wheelchair over a fare. In a message to the passenger, the driver said, "SG$5.70 ask Grab CEO to take you", according to media reports.  A screenshot of the message was reportedly posted on the Complaint Singapore Facebook page. However, checks by MARKETING-INTERACTIVE revealed that it had been taken down. The fare was reportedly set for a JustGrab ride with two persons plus a wheelchair.

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In a statement to MARKETING-INTERACTIVE, a Grab spokesperson said "We are sorry for the unpleasant experience the passenger had with our driver-partner. This incident does not reflect the integrity and professionalism that the majority of our driver-partners uphold in accordance with our code of conduct."

"We have spoken to the driver-partner and he has acknowledged his mistake. We have since issued a warning to him given that this was his first offence. We would also like to remind all passengers with mobility devices to book the right vehicle type, even if they are travelling short distances, as some vehicles may not have sufficient boot space. This is why we have recently introduced the 'Grab (Foldable Mobility Device)' service to accommodate passengers with such needs," it added. 

Grab also took the opportunity to remind both its driver-partners and passengers to treat each other with respect in all their interactions. "They can contact Grab if they require assistance at any point in time," stated the spokesperson. 

Earlier in September this year, Grab CEO Anthony Tan went behind the wheel and vlogged his experience as a private-hire driver. In a LinkedIn post, Tan said the initiative was to test the Grab driver app in a real setting and get direct feedback from passengers. 

Tan also shared key takeaways from his shift as a driver, of which included that GrabMaps could be enhanced in low-signal areas such as tunnels and that GrabCar Premium was well received for its fast and reliable service. He added that he is trying to solve the pain point of driver cancellations too. Similarly in 2021, Tan, partnered an experience delivery-partner to go undercover as a delivery rider himself. 

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