Grab: Taxi Ride, Food Delivery 4+

First off I’d like to start out by saying that I love your service. Out all of the services I patron, your service is by far some of the best. The consistency offered is also excellent.

With that being said, I find your new update to your food delivery status to be an issue. Whereas your old delivery icon status updates included a map that allowed me to see the location of a driver relative to my own, your new status updates lack this feature. Given that I work in a large complex, I found the inclusion of the map to rather useful. Being able to see the driver’s location relative to mine allowed me the ability to time my walk to the entrance of my work complex to when the drivers would arrive. Now, this new status system does not do this. I am left finding out that a driver has arrived without any further warning before hand. This means that I end up having to walk the long walk to entrance, leaving the driver there to wait.

I don’t like complaining, but I am merely writing this because I would like to see this change. Once again I would like to thank you for the great service you offer.

Thank you for your feedback and for letting us know about your user experience. We will feedback this to the relevant team for future improvements!

This app is not user friendly. Unfortunately there’s no Uber service otherwise I would use them instead. There’s no way for a user to contact a support team via phone call or message. The system to report an issue is long and not helpful. There should be a chat tab or number you can call for assistance. My main issue is when using my card to pay for services they charge you even if grab has not completed the service. I picked a two stop grab ride and my driver only took me to one after saying he completed the ride, which was a lie. Grab should have a system in place where the rider also confirms the driver has took you to both stops before saying the ride is complete. But this app doesn’t seem to help or service the rider who is actually paying for the service. It only benefits the drivers since they can directly contact grab via a phone number and choose when the ride is completed. I wish there was another ride app I could use because I would. But I’ll stick to taxis and motorbikes from the main road from now on.

We are sorry to hear about your experience. Please reach out to us via the Help Centre or our social media platforms so that we can take a closer look at this. Thank you.

I’ve been traveling around Asia for a couple of months now and have been using grab the whole time. The app is great and makes travel much easier, but I do have a problem with it.

Every time a user cancels a ride, it decreases some kind of score the user has. This is a problem, because there have been multiple times that I have had a driver bail on me and tell me that I have to cancel the booking in order to get another ride. After canceling maybe 4 or 5 rides over the course of a couple months, it is now much harder for me to book a grab compared to other users. I have had to retry booking multiple times, sometimes to no avail, when others I’m with were able to get a grab immediately. As a solo female traveler, this puts me at risk of getting stuck somewhere and possibly putting me in danger if I’m traveling at night and need to get away from a place.

There should be some way that the user can cancel a booking without getting penalized, especially if the grab driver forces you to cancel before you can get another ride. Or at the very least, the user’s score should be known to them and there should be a way to repair the score if it goes down. I wish the app were more user friendly in this way.

Hi there! That’s not the experience we want you to have. Can you write to us via our in-app help centre or via Facebook at m.me/Grab so that we can look into this? Thank you!