A woman has shared on Facebook her daughter’s distressing experience with a Grab driver, alleging that he charged an unfair late fee, mocked her for being on crutches, and texted while driving.
According to the post, the daughter was waiting with her helper for the ride when the driver insisted he had already arrived, even though he was nowhere in sight. Despite her apology for not spotting his car, a $3 late fee was still charged.
During the journey, the driver was allegedly seen chatting on WhatsApp with his friends while driving. Screenshots showed him mocking the passenger with messages such as “Maid on crutches?” and “Employer never follow knn”.
The mother described the behaviour as unsafe, disrespectful, and unacceptable, especially towards someone with mobility issues. At the end of the trip, her daughter was received by her other daughter, a nurse, but the entire experience left them shaken.
In response to a query by Stomp, Grab said: “We sincerely apologise for the unpleasant experience the customer had on the Grab ride. At Grab, we do not tolerate discriminatory behaviour or language on our platform whether from our driver-partners or passengers.”
Grab added that they had spoken to the driver and reminded him of the Code of Conduct. As this was his first incident with no prior record, he was suspended for one week.
“We want to assure our customers that this case is not reflective of the vast majority of our driver-partners,” Grab said, reminding both drivers and passengers to always treat one another with respect and to reach out for assistance if needed.
In case you cannot see the Facebook post, you may read the post in full text below:
My daughter, who is ON CRUTCHES, waited with our helper for her Grab. Driver was nowhere in sight but insisted he was already there. My girl even apologised for not spotting his car — yet he still slapped on a $3 late fee. When in fact it was us who were waiting!
As if that wasn’t bad enough, during the ride he was chatting on WhatsApp with his friends WHILE DRIVING, making fun of her:“Maid on crutches?”
Mocking a passenger with mobility issues? Distracted driving? Wrongful late fee? This is unsafe, disrespectful and completely unacceptable.At the end of the trip, my elder daughter (a nurse) received her, so there was no need for anyone to accompany her further. However, the entire experience was distressing and unacceptable.Grab, this is not just poor service — it’s dangerous behaviour. You need to take action.
