I am a Grab driver, a single mother driving to support 3 school going children. I took a booking last night around 10.20 p.m. from Nanyang Polytechnic (Lobby Blk M) to Block 116, Edgefield Plains (820116) from a passenger by the name of Tan
I arrived at the Nanyang Poly gate which was closed (I took a picture), called the passenger and he says that he would walk outside, but would have to take a few minutes. He then checked the app which showed that I was at another gate, and he told me to try and find him – asking me to drive from Ang Mo Kio and turn into Nanyang Poly. I told him I was already in Ang Mo Kio Ave 8.
I asked him which street he is at but he couldn’t tell me, telling me to turn after the Institute. I told him that I was not familiar with the area and have no idea what and where the Institute was.
He then gave me two options: either find the location he is at or cancel the job. I asked him to cancel – I have already taken about 7 minutes drive to NYP and I did not want to spend more time looking for a location which I do not know where. He refused, questioning why he has to cancel. I told him politely that I will cancel shortly.
After ending the call, I received the following message from him “You are very rude. How can you do this”. I called him back, and asked him why he said I was rude. I did not raise my voice, and talked nicely to him. However, he started raising his voice to ask why I have not cancelled the job. I explained that if I do that immediately, it would affect my driver ratings/incentives – I have to wait 5 minutes. He got angry and raised his voice – scolding me that as a Grab driver I could not find the location, that I did not cancel the job.
I explained to him that I did not want to affect my driver ratings – I have to drive until late at night to make ends meet, and the ratings/incentives are important to me. He was entirely unsympathetic and said that he will definitely complain to Grab and bring down my ratings. He repeated this even after I asked him not to do that due to me being a single mother having to support a family. He then cut off the call.
I have issues with this, as:
(1) Sometimes it is not easy to find an exact pick up location; Nanyang Poly is a huge place with many blocks and it is not easy, if one is not familiar with the place, to find the exact pick up location
(2) Passengers should be more understanding, and make some effort to allow drivers either some time or walk out to a location which is easier to find.
(3) Ratings are important to us as Grab drivers. This affects our incentives and also availability of jobs. As this is our livelihood, Grab should help drivers with such situations – perhaps allowing us to cancel when we come across unreasonable passengers.
I am posting this so that the public can understand the difficulties and stress, as well as at times verbal abuse, which we have to go through as Grab drivers. While life can be hard, having to drive 12-15 hours a day, having to pay rental and cover the platform fee of 20 percent, I have no other choices to earn a livelihood.
I just wish there can be more tolerance and patience in our society – which unfortunately many Singaporeans still have to learn.
Thank you.
Mdm Yeo