Logo of Phnom Penh Post newspaper Phnom Penh Post - Grab’s new policy infuriates Malaysians

Grab’s new policy infuriates Malaysians

Content image - Phnom Penh Post
Grab says passengers who cancel their rides five minutes after getting a driver will be charged a three-to-five ringgit fee. THE STAR (MALAYSIA)

Grab’s new policy infuriates Malaysians

Local rideshare users are up in arms over Grab Malaysia’s updated Passenger Cancellation Policy which goes into effect on March 25.

The policy, which states that passengers who cancel rides five minutes after getting a driver will be charged a fee ranging from three to five ringgit ($0.74 to $1.23), spurred much disapproval on social media on Tuesday.

Facebook user Khizar Khan asked the question on everyone’s mind, as evidenced by the hundreds of “likes” his comment garnered on The Star Online’s Facebook post: “Can Grab refund [the five ringgit] to passengers if [the] driver cancels or asks to cancel?”

Christopher Chong asked how such a policy would work: “Usually [when] I book I don’t cancel, but [the] driver chooses not to pick [me]up and [would] purposely not reach their destination, expecting [the] customer to do the cancellation. I was wondering why the driver kept turning round and round . . . The idea behind it is that he wants me to cancel the booking. I have gone through such a situation.”

Not convinced

While the company has issued an assurance that it has measures in place to detect if a driver is not moving towards the customer, not many were convinced.

Bertrand Raphael Parrikal said he is unsure if said statement is true, as some drivers state on the app that they have arrived, but are at the wrong pick up location. “So the time starts early. Although often times this is because the maps system is faulty on the drivers’ end. So Grab has to fix this first.”

However, as both a rideshare driver and a rider, Derick Lee said there’s no right or wrong for both parties in this case.

“What I can say is, both sides need [to have] more communication. Either [the] rider or driver can make a call to each other to confirm the exact location of [the] driver to the pickup location . . . It’s only good if [the] company can think for both parties before implementing things,” he said.

With the new policy, passengers will not be charged if they cancel within five minutes of getting a driver.

Drivers are also required to wait for five minutes or three minutes if they are performing GrabShare services before they are entitled to charge a cancellation fee.

The company added that the cancellation fee will be waived if a driver does not arrive within 10 minutes after the first-shown estimated time of arrival. THE STAR (MALAYSIA)/ANN

MOST VIEWED

  • Analyst: Rainsy blocked from boarding flight 'an excuse'

    THAI Airways not allowing Sam Rainsy on its route from Paris to Bangkok on Thursday is being used as an excuse to keep his standing among fellow coup plotters and his uninformed supporters as flights to non-Asean countries are available, an analyst said on Friday.

  • Rainsy lands in Malaysia

    Cambodian opposition figure Sam Rainsy arrived in Kuala Lumpur airport on Saturday afternoon after boarding a flight from Paris, where he has been living for more than four years. Ministry of Foreign Affairs and International Cooperation spokesperson Koy Kuong said on Saturday that Cambodia respected

  • Touch: Rainsy will never return

    Sam Rainsy, the “acting president” of the Supreme Court-dissolved Cambodia National Rescue Party (CNRP), has claimed it has achieved 70 per cent of its struggle to find a solution to the current political situation in the Kingdom. Just before boarding a plane at Charles de Gaulle

  • Sokha continues call for dropping of charge after bail conditions reduced

    Not satisfied with having his bail conditions reduced, allowing him to travel freely in Cambodia, Kem Sokha says he wants his charge totally dropped. “As an innocent man who has been in detention for two years even without being found guilty, I continue to demand

  • MEPs' call for Rainsy's safety not European Parliament position

    The European Parliament said on Friday that a statement by 56 Members of the European Parliament (MEPs) calling for guarantees of Sam Rainsy’s freedom and safety should he return to Cambodia did not represent its position. Delphine Colard, the European Parliament’s press officer told

  • Sar Kheng: Rainsy return not blocked

    Minister of Interior Sar Kheng clarified that Cambodia had never blocked Sam Rainsy from returning to the Kingdom. However, he said Cambodia reserved the right to take legal action as allowed by law against activities aimed at destroying the Kingdom. “No one blocked the return