I would like to feedback on the cancellation fee which I have been slapped with. I booked your company service this evening. After almost 8 mins of waiting, your driver cancelled my ride request. I was left with no choice but to get another ride. To my horror, the next available driver was at least 15 mins away from where I’m staying.
If I’m not rushing for time, I would have gotten the public bus services. And because of this long lead time given, I have cancelled my ride. And, I got charged for $5 for cancellation.
I called up your hotline. Instead of getting sympathy, I got the worse service ever. I know it’s your company policy to penalize on cancellation and such but there is no need for your customer service to repeat herself again and again on the policy, instead of hearing me out.
It took your manager at least a good whole 15 minutes before answering my call. Same thing, repeated the whole policy again and again. Not listening to me and the worse thing is, she intercepted each time when I want to speak.
Is this a service rendered by a Temasek Holding shared company supposed to provide? $5 is nothing to me. If you check my records, I have been using your company service almost everyday and even supported your grab credits promotions.
Anyway, I will forward my feedback to the papers tomorrow since your manager was “ok” when I said that I will write to the press.
Source: FB post by Ellen Teo