Company responds to driver’s rude refusal, reminding passengers to select the right ride type.
SINGAPORE: Grab has issued an apology following an unprofessional and rude message from one of its drivers, who declined a fare with an inappropriate remark. The message, which was shared online, read: “S$5.70 ask Grab CEO to take you,” after the driver realised he would be paid just S$5.70 for the trip. This screenshot was initially posted on the Complaint Singapore Facebook page but was later removed.
The passenger, who had booked a JustGrab service for two people and a wheelchair, was upset by the driver’s poor attitude. Some users who commented on the post, however, defended the driver, considering the context. For trips involving wheelchairs, passengers should opt for GrabAssist, which provides specially trained drivers, rather than the standard JustGrab service.
Grab’s statement apologised for the driver’s conduct, acknowledging that he had made a mistake in his response. The company also clarified that the driver’s decision to decline the booking was due to the limited payment, and that he should have instead recommended the correct service for the passenger’s needs.
In response, Grab emphasised the importance of booking the correct ride type, as not all vehicles are suitable for larger items such as wheelchairs. The company further reassured customers that the incident did not reflect the standard of professionalism upheld by most of their driver-partners. This was the driver’s first offence, and as such, he has received a warning.
Grab concluded by urging both passengers and drivers to treat each other with respect and reminded passengers that they can contact Grab for assistance when needed.
