My feedback was given on Thursday. No one called me until Saturday afternoon. I was busy, thus requested a call back on Sunday afternoon instead, the caller agreed and the phone was hung up.

No call on Sunday.

Just few minutes ago, this Kim from Social Media called me and asked me “how can she help me?” Isn’t this utter joke? No communication between departments? You expect an angry customer to repeat herself again and again and again like a broken recorder? I believe the calls are all recorded, so, she doesn’t have any initiative to check the root cause before calling?

She still had a cheek to ask me to CALM DOWN when I was so agitated upon knowing that I have to repeat my whole issue which has happened last Thursday. Best part is, she acknowledged and agreed for me to post whatever which has happened in the media. How nice of her.

Now this $5 cancellation fee is really pissing me off big time.

Over promised and under delivered, coming from a Temasek Holding shared company, is this a joke? I think the rest of the SME can provide a better service than your company. If your company is ain’t sincere in doing customer recovery, please don’t go around and piss the angered customer off big time.

Her initial post:

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: Ellen

Image for illustration purposes

Had the worst bus experience on Yakin Pacific Express from Malacca to Singapore on 26 June 2017!

The bus (27 seater and prices at S$35 per person) that I booked via Easybook.com was supposed to come and leave Hatten Hotel at 10am but ended up a 40 seater bus (old and with spoiled rail & leg supports and dripping Aircon) came at 3pm (a 5 hours delayed)! Despite of many phone calls with the Singapore office (+65 6291 6918) about the delay, they would lie that the bus was coming and on the way from Singapore at 8am (2 hours to pick us up at 10am as we booked!!) but it’s all lies !!

The worst is that the 40-seater bus is not going to Singapore directly as booked, but it will stop in JB and we need to change into another bus!

I was told by a passenger that booked the same malacca – Singapore route that Pacific Expresss is having very bad reputation and cheating customers with high fare for 27 seater and express service but ended up offered cheap and lousy bus and many stop services !!

The particular 40 seater bus is WLC 6403 and contracted by Yakin pacific express. This bus besides picking up the passengers that paid SGD35 per pax, it also picks up 30 over new local passengers along the way from Malaca to JB!!

This is clearly a day light robbery and the singapore officenever responded to any calls after 1pm, leaving all passengers that boooked the 10am luxury bus for Singapore at their mercy without help!

I would report this case to the CASE of Singapore and such bus company should not be allowed to operate to and fro Singapore

Roger Goh

My wife, son, mother-in-law and me board a silver cab taxi at blk 2 geylang serai where there is a wet market. When a taxi is waiting for passenger there.. what do the driver need to expect? Wet groceries from the passenger. So we put all our wet groceries in the bornet where there is a cardboard below it.

While he was driving..he had an arguement with other taxi driver without thinking of his passenger safety.. and when we arrived at our destination he follow us to pick up our wet item in the bornet.. n guess what? He throw all my mother-in-law wet plactic bag on the floor n there is frozen meat for her to cook on for hari raya.. n i ask him “uncle why you throw all my mother stuff on the floor?”

Then he get mad n say that we are idiot for making his bornet wet which is not wet at all due to the cardboard and the thing that is wet is the cardboard that has the beef blood stain. And when my wife took picture of his taxi and say that she is going to complaint to silver cab.. he scold us and said that we all are idiot and only know how to make a mess.. and he drove off.. somehow.. he re-enter the carpark cause he is not happy and he keep provoking me.

Then he said that we have tattoos so what? How can he say that?i and my wife do have tattoos and for us its art..its not to show that we are great.. he then keep following me n want to pick up a fight with me.. i feel so angry that i wanted to beat him but at the same time..i know that once i beat him up first.. i will be on the wrong side.. so i just decided to walk off and he keep following me and offer me to a fight.. so i just smile and walk away.. n he then walk toward his taxi.. and my mother talk thing out with him.. and asked him not to make a big show at our place and offer him to go to the police station or call the police instead.. but he refuse and he drove off…

What im trying to share is that
1) is this how silver cab driver treat their passenger?
2) can a taxi driver find fault with other cars when passenger is in the cab?
3) if he dont want his taxi to get wet, why he wait for passenger at a queue where is located at the wet market?
4) is it appropriate to throw your passenger stuff at the floor even if the passenger did something wrong.
5) even if I do have tattoos, can you judge me?

Source: https://www.facebook.com/photo.php?fbid=557578164632898&set=pcb.557578297966218&type=3

On 21st June 2017, at about 4.35 pm, I booked a Grab share car from Sengkang to Punggol. I was picked up first, followed by the next passenger, a lady.

On the way to my drop off point, i looked up above and saw a video recording camera located at the top left hand corner of the vehicle facing in the direction of the customers.

I was shocked because this is an invasion/intrusion of privacy. I am a paying customer. I do not appreciate such free recording service.

As i considered, what became apparent to me was that ladies will be very vulnerable to this video recording. Imagine if a lady was sitting in the front passenger seat. If she was wearing a low cut blouse, her cleavage and more will be recorded. How about if a lady was sitting in the rear passenger seat behind the driver? If the lady was wearing a short skirt, the video would be recording her legs and more.

I remember, several years ago, a particular taxi company wanted to install a similar video recording device. LTA, the regulatory authority, disallowed it on concerns over privacy issues.

When i alighted from the vehicle, i sent an immediate written feedback (via the app) to Grab asking them to explain why is a there a video camera facing the passenger. A minute later i called the hotline and explained the situation to the customer service officer. The officer said that such practise is disallowed and he will put up a report and that the supervisor will get in touch with me. Sad to say no supervisor called me.

In response to my earlier feedback via the app, i got the following reply:

Reply from Grab

Jun 21, 23:46

Please be advised that the camera inside the vehicle is also used to protect the driver from any sort of harrassment from the passengers.

We will take the necessary measures to educate the driver on using this inward facing camera in his vehicle.

I replied:

Jun 21, 18:27

Thank you for your quick rely. I had also called to your office and made a complaint.

You have given a standard reply. This is not acceptable.

I need you to tell me what actions you will be taking against the said driver.
This is a very serious matter/offence. Imagine girls getting video recorded ?

Reply from Grab

Jun 21, 23:46

Please be advised that the camera inside the vehicle is also used to protect the driver from any sort of harrassment from the passengers.

We will take the necessary measures to educate the driver on using this inward facing camera in his vehicle.

I replied:

Jun 22, 05:19

So you are saying that the driver is not wrong in having a video camera facing the passengers?

Reply from Grab

Jun 22, 23:04

The driver is allowed to have the camera installed in his vehicle to protect himself from any allegations or abuse.

We will take the necessary steps to educate the driver that the camera is only supposed to be used for these purposes.

I am truly amazed at such response from Grab office, Mr Mohame??hofi?

I guess then, that this is GRAB official policy that their Grab Drivers can record passengers in their car.

Imagine a video recording of all the girls being stored in that drivers pc which he then can view at his own time and pleasure? As it is people have been caught video recoding girls on the escalators, in the toilets, changing room, etc. Now a pevert can join Grab as a driver to video record girls to his heart content. A girl recorded in a comprising position might have her video posted all over the internet.

I am also amused by the Grab officer, Mr Mohame? ?hofi? statement that “We will take the necessary steps to educate the driver”. I wonder what does that mean? How do you educate? You hold training classes or perhaps you inspect the drivers home pc or his mobile phone to ensure he does not have recordings of his customers? What concrete assurance can Grab give that the video recording would not be misused?

The regulatory authority for Taxis is LTA. Who is the regulatory authority for such Private Vehicle Driver Car? Can they please advise !

So to my lady friends, couples who want their relationship kept secret, please check such cars and confirm that there is no such recording device, to ensure your privacy.

I hate to bring up such issues in the media, but i have to because of the response from Mr Mohame? ?hofi?. Customers should be aware of such recordings and then they should then make the choice as to whether to carry on with the trip.

However i must also add, that beside this incident and few others, i have greatly enjoyed my rides with Grab. Their fare is inexpensive and the drivers are generally friendly. And so i say, enjoy it while it lasts !!!

photo image of video camera attached.
Name of Driver : Leo? Yok? We?
Car License : SL? 59? C
Model : Toyota Prius.

Thank you