Grab Head Office
138 Cecil street,
#01-01 Cecil Court,
Singapore 069538
Grab Customer Service
Email: support@grab.com
Phone Numbers
Indonesia: +6221 8064 8777
Malaysia: 1300 80 5858
Philippines: +63 02 8837100
Singapore: (65) 6570 3925
Thailand: (66) 2 0212500
Vietnam: (08) 7108 7108
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About Grab
Grab is a popular taxi app launched in the year 2011. Formerly known as GrabTaxi, the company was founded by Anthony Tan and Tan Hooi Ling in Malaysia. Through the Grab smartphone app for Android and iOS, travellers can search for cabs, private cars and motorbikes. With the largest pool of cab drivers in Southeast Asia, Grab’s services span Malaysia, Singapore, Thailand, Vietnam, Indonesia and the Philippines. Grab boasts of over 200,000 drivers in its network. The app also currently has some 11 million users.
Grab auto detects location using phone’s GPS. Travellers can track their cab and even share real-time ride location with friends and family. GrabCar, GrabTaxi, GrabBike, GrabExpress and GrabHitch are the company’s chief services. While GrabTaxi is for booking a budget or premium cab, GrabCar is for those seeking to travel in comfort. GrabBike is for travellers who seek two wheeler transportation. GrabExpress is for easy delivery of parcels and documents.
Payment for rides can be made through credit/debit card or cash. Grab services are available 24 hours, throughout the week. The Grab app shows exact fare before the start. There will be additional charges for waiting time, toll and additional stops. As for cars, you can pick from economy or premium cars, even 6-seaters and 13-seaters.
Grab’s products and services for corporates help increase cost savings with less paperwork. For more information or queries on payment, refund, cancellation, technical support, driver registration, or others, reach the Grab customer service.
I am writing this with the hope that the saying “The customer is always right” will ring through to those in the customer service industry.
On July 11th at approximately between 330pm to 415pm, I witnessed an act that would qualify as the worst customer service experience ever at the ground floor of the Grab office in Petaling Jaya.
A gentleman had asked about how to proceed with getting his PSV licence since it was close to the government deadline. Like so many of us at that day, he waited while making a call – presumably to the Grab call center.
We all saw the staff at counter 16 leaving – presumably for her break after attending to numerous queries about PSV. This gentleman proceed to ask her about it. He even asked if there’s anyone else that can help.
The staff rudely stated that she needs to leave & that he was to come back in an hour. I must admit her response was rather abrupt & discomforting. This must’ve made him somewhat disappointed. He banged her desk rather loudly which in turn made the staff member turn back.
This is where everything went south & nearly spiralled out of control. She turned back to her desk & shouted in Malay; “What gives you the right to bang at my desk? Do you think you’re the big man? If I come back & you’re still here, I won’t help you. Go away & die! ”
The gentleman – who was quite calm at this point – simply replied; ,” It’s OK. I’ll just sit here.” Not long after that, a burly man – whom I could describe as either a night club bouncer or a Mafia hitman – started to walk towards the gentleman & shouted profanities which I will not state here.
Suffice it to say that he seems to be the literal big man there. The point I’d like to make here is that the big man made threats of physical & bodily harm towards him; in effect towards the rest of us in the room. After being ushered away by other staff members as well as the girl from counter 16, he went behind counters 10 &11 at the same time glared at us. By doing so, he’s sending a message to the gentleman & us that he’s in control & we be damned.
After this, the gentleman left the office – looking visibly shaken. I followed him & saw him trying feverishly to contact someone. I introduced myself & offered any help I can.
We talked about doing Uber then Grab after it was bought over. We also talked about doing this as part-time to suppl8 our individual income. We sat in his car & managed to speak with Hariz who resolved both of our queries in record time; particularly about how to get the PSV licence, e-hailing insurance & PERKESO contribution.
Once we’re satisfied with the information provided, we parted ways. I advised him not to view this as something Grab was all about. He answered that it’s not but it has left him with a bitter taste all because of their employees.
July 11th was indeed a busy time for Grab with all full-time & part-time drivers jostling at the last minute to get their tests done, getting information as well as putting up with one another.
There are ways Grab management & staff could have handled this to ensure that everyone comes out satisfied:
1. Have more staff to help with your customers’ queries & concerns. Make sure that all the counters are manned. Have a rotating staff seems to be a good idea
2. Move to another venue with a bigger space to accommodate the large crowd as we saw on July 11th. It really felt like we were crammed into a sardine can
3. If you can’t find a bigger space, do roadshows. We will flock to wherever you’ll set up these temporary venues just to get all our issues answered
4. Re-train your staff; from the front-liners to the back-office. Attitude & discipline as well as a good work ethics is mandatory to ensure a happy customer
5. Always remember: the customer is ALWAYS right
I hope Grab takes this seriously to ensure this incident doesn’t happen again. If it does, that bitter taste the gentleman had will spill onto others & no amount of sugar will make things right.
KAMRAN SHAH
Last night I tried for over an hour to book a grab from Ortigas to Makati…finally a Mr. Edwin Oftana (Grab Premium) accepted – he was about 12 minutes away. I waited for another 25 minutes and noted that the vehicle had now moved. I went out to the pick-up point to see the vehicle coming…I waved and yelled, but Mr. Oftana continued to drive right past me. I then called him ((0966 974 6090) to ask why he didn’t pick me up…He said no internet and asked me to cancel the ride after I had been waiting that long. I asked him to come back and pick me up now that he had my cell number. I texted him several times after that and no response at all. I ended up getting anotehr ride. I wish to lodge a complaint against Mr. Oftana (NK 2949 Mitsubishi Montero). This is really unacceptable.
This driver of SLW6399Y , driving into The Tembusu was talking at his top of voice when asked to stop for security check and dashed the security check. I hope when entering a private property service drivers know how to behave and cooperate with the security.. keeping these kind of rude drivers sets a back image on grabs.
We have been using Grab in Vietnam with now problem until we arrived in Sapa. Here the fare comes up on the screen but then the driver sends a Grab message quoting a much higher fare (like 30% higher). If you don’t accept their higher fare they cancel the job. This is not the way Grab should work. I hope you will investigate.
This is the email i sent to customer services regarding a Grab employee assaulting me. They did respond saying they would investigate. I have had no reply since although i have contacted them to ask for an update.
Incident time May 3, 05:01 +08
Description: Driver picked up with 2 yr old child,not strapped in and falling around at the front. Not enough room as infant was in front.He squashed a suitcase in with the child.i said to put it in the back.Not comfortable or safe journey.At airport i gave him 100, he said had no change.He told me to ‘go + get change from inside’.Inside we looked at the departure info.Our flight info was not there.Panic kicked in.my sister went to seek assistance while i waited with luggage.driver was waiting inside airport with me.I said to him i think we are in the wrong place (that was not his error there is a kl1 and kl2) we were in kl2.he shouted *if you’re not going to pay me ill call the police* I was looking at the departure board by door3 hoping my flight would show up when he walked away.He came back and i said *i thought you were calling the police* i could not leave the luggage to get change until my sistercame back.He took one of my suitcases and tried to leave the airport with it (door3)i managed to get it back from him as he pushed me,bruised my arm and took another one.I left my luggage+ ran out after him. Luckily he was with security.I tried to explain what happend butwas too stressed about my flight. I wanted to go to the police but security said i could miss my flight. I requested copy of cctv but i had to go to the police andnot enough time.i am so shaken up by this.He told me to*go back to my own country* if i had time to file a police report and press charges for assault i would.
“Will my driver be penalised for cancelling on me? How will I be compensated when that happens?
In order to qualify for incentives, drivers are held accountable to their cancellation rate. We also reward drivers with a far pick up bonus. In the event that this happens, you will be compensated with 100 GrabReward points and be automatically re-allocated with the next available and closest driver.”
I was reading on this new policy cancellation and i totally think its unfair. Grab should consider a 1 for 1 compensation, ie passenger should only compensate Grab up to 100 points equivalent in cash should the driver cancel the ride after the passenger has waited more than 5 mins. Otherwise, Grab should compensate the passenger equivalent to the penalty of $4 to the customer. To a consumer, it is not my business if the drivers are penalise or not as, first, they are vocational drivers and not employees of Grab; second, why should consumers pay $4 but Grab only compensate 100points ($0.23 to $0.26). This should be charged back to the drivers. It’s like saying Grab is getting the best of both worlds by not compensating passengers and at the same time pay lesser to the grab drivers. It double benefit for Grab and Grab is gettting all the benefits from the consumer and driver’s unhappiness. What kind of business Grab is running?
I echo those who think that Grab does not care for its customer’s needs. What’s even worse is, it only protects the interests of its drivers although passengers’ rights are abused. I have been through the most traumatic experiences with Grab drivers. I have been asked by a driver to get off the car half-way through a trip and was shouted at by him just for telling him my preferred route and for asking him to turn the radio on. I have also been ambushed by a driver who yelled at me just because I told him he needed to watch his tone. He was at the wrong location and was not at all remorseful or apologetic when I told him that. He dropped me off outside my church one Sunday morning. When I got out of his car, he followed me into the church building and threatened to use physical violence against me. Recently, Grab decided to ban my account because of one of its driver’s doing. I always sit behind and try not to associate with the drivers as they are rather unwelcoming and intimidating. This particular driver started a conversation and asked me a lot of personal questions. Then he implied that he wanted to stay in touch and voluntarily gave me his number. However, when contacted, he treated me with hostility and gave Grab a false version of what happened so that they would deactivate my account. This situation clearly shows that Grab condones inappropriate behaviour on the part of their drivers. On top of that, they say that they want to safeguard their platform. It seems to me if they do not take heed of their customer’s feelings, they won’t have a platform to safeguard one day. I disagree that this is the best e-hailing service that it claims to be. The quality of Grab has declined tremendously and it is disappointing. In fact, it is quite unreliable and inefficient.
A ride is accepted, the driver doesn’t show up after more than 30 minutes, even the info says 5 minutes.one time we waited 45 minutes..nothing happened.
Last week the ride was accepted but nobody showed up..so we had to retry an other one but we were banned for 24 hours..today febr 11..ride was accepted..wait for 5 minutes…… waiting half an hour…nothing happened..no driver, no info..nothing…I and my company waiting in the heath..we needed to cancel, for this is not normal anymore, tryed again..BLOCKED….IT’S not our fault if your driver doesn’t show up..
I was in the company of prof doc ing Van Hecke (advizer, supervizer from GOETHALS VAN LAERE ltd.organizer international tourism…his comment about Malaysian Grab will not be positive to the clients of the organisation…GOETHALS VAN LAERE ltd
-Question…what happens over there?
-Why 30% of your drivers are not polite, even rude? We are not animals.
-What are you going to do to avoid a ban even it’s not our fault but the fault of the drivers who accepts the ride and than donst show up? even after 30 minutes..
-What do I have to explain to prof Van Hecke and the tourist organisation…Do we need to choose My Car? or take a regular taxi, for Grab doesn’t care about clients
It is very true. Grab does not take care for its customers. It does not have a proper system and gets matters done in a chaotic way. It has drivers who are rude, deceptive and vulgar. I wonder what criteria they adopt in selecting drivers. It seems like they do not have proper standards and lack discretion.
You are losing business to comfort and other cab companies as your fares are all way too high. Many of my friends are switching to use comfort. It’s easy to compare prices and your fares are more than 30% higher than others. 5-15% higher is still reasonable. Beyond that with the demand and supply reason is pure exploitation. Consumers can compare and will switched providers with a click of a button.
I live in Tawan Ngam Village in Nonthaburi, Thailand. I want to go to the Central Plaza Westgate. I used the Grab app around 1:45 pm in the afternoon to request a taxi. After about ten minutes, there was no response to my request. A taxi drove by and I waved it down. Now I would like to cancel my request for a Grab taxi but I cannot find any way to do that. Can you add a “cancel request” option to the Grab app?
I took a Grab from 560221 to Dover Park Hospice on 3.1.19 at about 8 pm. Booking ID ADR 3846200-8-009. Driver Ng Yong Khung SME4967D. The fare was $9. I didn’t realize that the amount was debited from my son’s credit card. I paid him $10 when I reached my destination. The driver did not alert me on the credit card payment and accepted my cash of $10.i only knew of the double payment until my son informed me of his card payment for this trip. I feel that the driver was dishonest in cheating me, an elderly man. Pls investigate and let me know the results. My wife was with me during the ride.
I’m very tall, i.e. 203cm, and heavy-set so I always use GrabPlus so I can be sure to get a car I can actually get in to. The problem is that certain cars that GrabPlus are way too small, such as the Nissan Teana or the Toyota CHR, for example. If I hail a GrabPlus and it is accepted by a driver of one of these smaller cars, I have to cancel because I can’t get into it. Than I get a notification that if I cancel too many times, I can use the Grab service for 23 hours. Accordingly there is no real solution,. not cancelling leaves me with a car I can’t get into or cancelling and being suspended for a day. Uber apparently solved this problem so what’s up with Grab???
I would like to complain the grab driver who driving Nissan Almera number plate WYW 7116.
The incident was happened on today 2018-11-14 at 10am, this grab driver drop passenger at the illegal motor lane at mid valley. It happen that the passenger open the left hand side door without looking around and bang me when i was riding my bike beside the car. It cause me fall down and having injury on hand and leg. My motor also having some damage due to this.
The grab car driver not willing to give me the contact number, instead he provide me this not working phone number 0103175998, which i call on the sport verified that is not working, he told me that the phone number is just work on whatapp then just go away.
Your grab driver showing bad attitude and lying, not willing to take responsibility on the mistake he made. Although the accident was cause by the passenger who open the door, but in the first place, the grab car drop passenger at the illegal parking place which is motor lane is already false.
I am disappointed with grab, which just concern on the money business, ignore the quality of the service( Malaysia taxi service not that good is not an excuse that allow you to do the same bad), issue the grab license to this kind of people.
I am hoping that you(GRAB) can educate well your grab business partner, at least follow the traffic law and rules. And i believe that he still owe me an apologize.
Hi,
Recently I booked a GRAB car from my home to Melaka Sentral Bus Terminal. Imagine my surprise when I had to pay RM17 for the ride. What happened to the previous charge of RM11 or RM9 or even RM8 on certain days? At that time I thought it was due to peak hours. When I logged in today it was RM17. Pls respond.
I am not surprised that Grab has made such a blunder. It does not provide us with satisfactory service. It claims to be a company that has its customers’ best interest but only seeks to extort money out of them. Its reputation is also rather shaky as their drivers are uncouth and have no scruples when it comes to being impolite to their passengers. It lacks prestige and integrity in every way.
I was book grab taxi on 19 Aug 2018 for next day morning at 0545 hours from my place to Park Hotel and was accepted by SHD3492C by Mr. Lai Yeow Khuen but he never turn up and I have no inform in call or SMS or others.
After waited too long I have to rebook my grab taxi again to rush for my work.
Please find attached for the confirmation booking ID and information details.
I would like to feedback on the incident witnessed by my wife who is my passenger.She noticed a vehicle, SLF 5015 B driving recklessly along Buangkok East heading to Buangkok Drive , Dated 18/06/2108 @ 9.23pm. She noticed that the vehicle had ‘PRIVATE HIRE’ decal on the left rear windscreen; with passengers. The vehicle was driving fast and switching lane abruptly without any concern for other road users as well as the passengers that were in it.
We never lodge a complaint before but this incident really make us put a pen and paper down. My wife was really paranoid about the incident because she was worried of the passengers behind as well as the driver themselves if anything were to happen.
Does the Grab Company takes measures to educate these drivers on their safety and others too?
This is one most horrible and horrendous annoying app. First each time i changed phone i have to start the grab app all over again. And have to key in all details even when i use same number but different handset. Then comes the non stop amount of notifications for promos and ads. I cannot even access my settings on the top three lines when i tap on it. There is no settings category. This is one of the most frustrating and annoying app which needs to be fine tuned and tweak for ease of use. The promos and ads notifications also drained our phone batteries. Uber has a very stable app.
I am very unhappy using the Grab app and Grab taxi service. I have a discount code for $5 and wanted to use it to book for a taxi. There is no box to enter this discount code and the moment I tap the book icon, I have to pay the full price with no discount. I cannot cancel the booking or find out how to use the discount code.
Hi, I’m a new user of GRAB apps. Last night, Mar 29, I downloaded the apps on Grab driver instead of Grab passenger accidentially, somehow I got charged on my credit card ending with 1592 of SGD2.00. I have not given an info except my credit card under Raymond Wong. Is there any way to revert the charges. Appreciate your help on this issue.
I booked a grabpool from Sin Ming to Regent Hotel. The driver, Mr Habib Georges with a passenger going to St George Road was near Marymount Lane turned to pick me and sent the passenger to his destination then turnrd back and sent me to my destination. My question is why you allowed this driver to pick me when his passenger was going in different direction? It is like driver with passenger going east and picked 2nd passenger going west. This should not be allowed!!
I’m hitch driver, today at 1110 am I hitch a guy from Yishun ring road st 61 to clementi but my record show his payment only 1.4 which is impossible I remember it shows $14.00 may I know why