A video uploaded by Asan Kayo on the @SingaporeIncidents Facebook page showing a private-hire vehicle (PHV) driver acting aggressively towards his passengers during an early morning trip has drawn over 60,000 views at the time of writing.
In the clip, Asan recounted an incident that happened about three weeks ago at around 5.30 am, when he and his family were heading to the airport for their holiday. They had booked a 4-seater Grab ride under his brother’s account and were carrying four 20-inch suitcases.
When the driver arrived, he did not help with the luggage or open the car boot. Instead, he told the passengers that Grab’s policy required them to book a 6-seater because the luggage would not fit. He then drove off to the opposite block and waited, expecting the passengers to cancel the ride and pay the S$3 cancellation fee.
However, the family refused to cancel, as they felt it was unfair since the driver did not even try to fit the bags into the boot. While they waited, Asan booked another Grab car using his own app.
Moments later, the first driver returned and started shouting at them, saying things like “Cancel leh!” and using vulgar words. Asan’s brother shouted back. After some yelling, the driver drove away and later cancelled the ride himself.
Soon after, another Grab driver arrived. He calmly helped the family load all four pieces of luggage into his car, which fit perfectly, and drove them to the airport without any issues.
Asan later checked Grab’s official policy and found that when booking a JustGrab to the airport, the app only indicates a limit of two large luggage items, similar to the 6-seater option. He said that there was no rule stating that smaller luggage cannot be brought if it fits in the boot.
Asan believes the first driver may have tried to make the passengers cancel the booking on purpose so that he could receive the S$3 cancellation fee. He ended his post by advising drivers not to treat passengers unfairly or make up rules that don’t exist.
Users in the comment sections mentioned taking 6-seaters to avoid situations like this.
Source: Facebook
Some even mentioned that 4 luggage items are too much for a sedan car.
Source: Facebook
According to Grab’s official guidelines, drivers may decline a trip if the number of passengers or the amount of luggage exceeds the vehicle’s safe capacity. Passengers are advised to store their bags in the car boot whenever possible and to ensure that nothing blocks the driver’s view.
If the luggage cannot fit in the boot, passengers should check with the driver before placing items on the passenger seats, as this may reduce the number of passengers allowed in the car. Grab also reminds users to book the correct service type based on the number of passengers and luggage, and to consider booking a larger vehicle, such as a 6-seater, when travelling with bulky items to ensure a safe and comfortable ride.
