Don’t you wish your day on the road would turn out perfectly fine? Good weather, no traffic jam, easy going passengers – that’s not just #BetterEveryday, it’s #BestEveryday, man.
But as the cliché goes, expect the unexpected. The mix of passengers you get could be as unpredictable as today’s weather and some of them just like to throw curveballs to test your patience. Even when you buay tahan already, maintaining excellence, kindness and tip-top service is still a must.
Here are some of the more familiar ways passengers like to give you 1x good one.
# 1 No-show passengers
We have received enough feedback to conclude that this no-show syndrome is for real, and so is the struggle it brings to many drivers. Can you cancel without affecting your ratings?
Thankfully, as one of the first hits of our #BetterEveryday movement, there’s Grab’s Passenger No-show Cancellation Feature. Once you tap “I’ve Arrived” at the passenger’s pick-up point but nobody shows up after 5 minutes of waiting, you can cancel the job and receive a S$4 reimbursement. We don’t want to put your effort to waste and it’s our way of saying, “showing up matters” – whether you’re driving or riding.
# 2 Sudden destination changes
Almost too often, passengers make your life difficult by changing their destinations out of the blue. Now you can easily adjust and drive using the Grab’s Change Destination feature. Your driver’s app instantly re-calculates fares based on the changes made from the original drop-off location. Plus, the passenger makes it up to you a surcharge of S$3!
# 3 Inconsiderate gluttons
Passengers-on-the-go. You usually see them munching a sandwich with one hand and gulping juice with the other. Wanna guess what happens next? A hot mess in your car, especially when the passenger doesn’t care enough to clean up after themselves. While we cannot foresee this situation, Grab can extend a gesture of goodwill of up to S$75 to you if you were to report the incident.
Additional tip: Provide small plastic trash bags inside your car and gently remind your starving passengers to clean up as they go.
# 4 Hard-to-find passengers
What if your passenger wants to be found at an ulu spot but is too blur to describe his location accurately? GrabChat Picture Messages now allow passengers to send in photos of their location to you. If you’re already around the area, inform your passenger quickly using the Voice Message feature. This can save you much time while your hands are on the wheel. Communication is the key to finding each other, and we’re innovating to make “searching” work for you and your rider!
# 5 Low passenger demand where you are
What can be worse than having demanding passengers? Finding no passenger demand at all! You cannot predict the volume of passengers in your area in a day, but Grab’s improved Demand Heat Map can! This helpful feature allows you to view the distribution of passenger demand in different areas. The darker the shade of red on the map, the higher the passenger demand. The map refreshes every five minutes so you’re sure to get accurate reports while on the road. This allows you to stay productive every day of the week, whatever time of the day.
# 6 Bad ratings that leave you clueless
It’s weird that some passengers leave bad ratings despite your good service. Times like these, remind yourself that it is easier for you to pull up your ratings than for passengers to pull it down.
The goal is to continue to keep up the good work and improve consistency of excellent service. That’s one way to get back on track. Do check your 5-star achievement in GrabCorner within your driver app. (Note: We always give away tips on how to become a star driver, so watch out for our monthly newsletter!)
# 7 Bringing a toddler onto a non-family service booking
Many clueless passengers tend to book a non-family Grabcar without declaring their toddler or child. That’s why we pushed the GrabFamily Service. In compliance to law and safety measures, passengers with children below 1.35-meters would have to book cars that are installed with child seats.
GrabFamily rides can earn you an additional S$2 per booster seat used on top of your earnings. Register here if you want to be trained as a GrabFamily driver.
# 8 Unmatched GrabShare rides
A GrabShare mismatch is frustrating. You know how it is: you accept a GrabShare job, only to have one of the parties located at another corner. You need to make a detour. It’s so damn irritating, especially if you’re already on the way!
To get around this issue, Grab has a 20% commission cashback for you for every GrabShare mismatch. This will reflect under incentives along with your other bonuses and rewards.
Moreover, in the new GrabShare, it allows you to make the most out of each shared ride with increased matches and earnings.
# 9 War of words
We all experience bad days and sometimes, your passenger would make it obvious that they’re going through one. Whatever the reason is for their complaints, it is always best not to retaliate. Instead, breathe deeply, or find your own way to stay calm and professional. If you need a longer break to chill after a ‘noisy ride’, our Grab Pit Stops will gladly accommodate you. Here you can enjoy driver perks – how does strong wifi and a S$1 snack sound (coming soon)?
Remember, passengers are not the only ones who can rate trips. You should do the same as a driver and leave feedbacks on such unpleasant rides. The more feedback we receive, the more we can accurately rectify these issues to protect your personal welfare and well-being!
Additional Tip: Mind and body goes hand in hand. Make sure you are equipped from head to toe as you take on the rough roads of Singapore by taking advantage of Grab’s complementary health screenings. We also launched telematics, an analytical tool that gives drivers accurate reports on their driving patterns including speeding, acceleration, and braking. Find out more about Grab’s Safer Everyday Tech Roadmap and how it can protect you on the road.