A Grab driver recounts being accused of scamming over toll charges, leading to a dispute, a complaint, and a removed rating
PASSENGERS complaining about e-hailing drivers online is nothing new, but this time, a Grab driver has shared his own unpleasant experience with a passenger.
Kamal Azam, a Grab driver, revealed on Threads that he received a booking from a Philippine national last Thursday.
During the trip from Kepong to Segambut, the passenger accused him of “scamming” her when the app-directed route required passing through a toll.
In dashcam footage shared by Kamal, the woman can be heard asking him to avoid the toll road, saying it was “Kuala Lumpur only”.
Kamal responded that he was unfamiliar with the route to her destination and explained that the navigation was determined by the app, not by him.
“The fare was only RM8 plus toll, yet she accused me of trying to scam her. When we reached the destination, I told her there was no need to pay, but with a sour face she still put the money down and got out straight away,” he said.
Kamal added that he takes pride in his work and always strives to ensure passengers have a good experience, but unfortunately, this incident did not end well.
“After the drop-off, I quickly gave her a one-star rating — the lowest — and filed a detailed complaint, knowing she would definitely give me a bad rating,” he explained.
The following day, Grab informed him via the app that the “unfair” low rating left by the passenger had been removed, citing his consistently good service record.
Kamal also urged netizens not to leave racist comments or stereotype anyone based on the behaviour of an individual.
Meanwhile, another Grab driver, Haslee Shaqkiri, shared tips on avoiding disputes with passengers.
He explained that he uses GrabChat’s quick replies to inform passengers early about trip cost structures, including toll charges when applicable.
“This is to make sure they clearly understand the payment structure and so the backend can see that we’ve explained it. Yes, report red-flag customers first before they cause trouble by giving us a one-star rating,” he advised.
