Grab - Ride-hail service

The car service definitely needs to get better. Sometimes it can be a long wait to get a car during busy times. It would be great if we could offer drivers a higher price if needed. Also, most drivers prefer cash payments, but it's frustrating when they don't have change. I left a review about this issue over a year ago, but it seems like nothing has been done to address it. It's really disappointing that the app still has these problems.

Getting a driver is super quick and simple on this app. When it comes to delivering food, it might take a bit longer due to the restaurant being busy, but that's not the app's fault. Overall, I really appreciate how efficient everything is.

The interface is logical and easy to use which makes everything straightforward. The alerts are clear and the payment process is smooth. Safety features are highlighted well, such as the ability to detect when the ride is off course and prompt for live updates to a trusted contact. However, there are a few issues like occasionally inaccurate GPS location, lack of customer service contact, drivers cancelling accepted rides while I get penalized for cancelling.

When you need a ride, just skip it. The app will keep trying and drivers may cancel after making you wait. But if you cancel, the app will penalize you with more waiting time. Stick to using it for food delivery. This all happened when I was in Thailand. Drivers might call to ask for more money if the route is tough. And they won't tell you if a place is closed when dropping you off as a tourist.

The apps are great, but they have too many features packed in one, which can be confusing. Being a superapp doesn't mean offering unnecessary services. The ads are really annoying though. GrabCar seems to be declining; drivers might be inexperienced or grumpy because they receive only 70-80% of our payment. With GrabFood, many merchants seem to be charging high prices, maybe because Grab takes a 30% cut.

Tried to earn partner loyalty points, but faced issues with menu disappearing. Had to clear device data and cache, but problem persisted. Contacted customer service, they only expressed hope that the issue would occur less frequently. If all they can offer is hope, what's the point of having customer support?

So, this app is really good for ordering food and groceries. But when it comes to transportation, there are some problems. The times given are often wrong. And setting a destination can be tricky because the map system isn't very good. For example, if I try to go to UPTC, it will change to Uptown mall. Also, if I want to be dropped off outside the city, I have to be extra careful with the address, or I'll end up on the highway instead of the right place according to Google/Apple/Bing maps.

Paying for a taxi cannot be done directly from the credit card anymore. Now you have to add money to your Grab account first before being able to pay. This change is inconvenient for users as it was not the case before.

Drivers sometimes take too long to accept a booking and pick me up late. I end up waiting for extended periods and reaching my destination late. Recently, during peak hours, Grab fares have shot up unexpectedly. I am currently on a two-month free trial for GrabUnlimited, but in the middle of it, I lost the 35% off GrabFood voucher because they said my subscription expired early.

In Malaysia, Grab isn't that great. When it's gloomy outside, some places close and only offer pickup service. This doesn't happen in Thailand or Vietnam. Also, the Grab app sometimes shows an error saying "transaction cannot be processed" and their support team isn't very helpful, they just give you a long list of things to try. I tried everything on the list but it still didn't work. I was so hungry and upset by the whole situation. 😭