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. 

According to media intelligence firm Truescope, majority of netizens expressed negative sentiments with frustration towards the Grab driver, stating that he was unprofessional and that his response towards the passenger was uncalled for.

On the other hand, netizens also stated that the passenger should have used GrabAssist instead, while others criticised the driver and stated that he should have cancelled the booking instead of replying rudely. They also focused on the size of the wheelchair, stating that there are smaller ones that can fit vehicles easily, said Truescope.

A few also symphatised with the driver’s perspective and viewed the passenger’s choice of service as potentially dishonest or manipulative. Overall, public sentiments toward Grab were mostly negative, particularly on the rude response. Many echoed complaints against Grab drivers while others called for improved guidelines and better incentives for drivers.

The discourse highlights the importance of respectful communication between drivers and passengers, as well as the need for greater awareness and adherence to service guidelines to prevent similar conflicts in the future, added Truescope. 

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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