FAIR or unreasonable expectations? This is what it boils down to.
In an incident that many e-hailing passengers can relate to, an irate customer was left stranded when the Grab car he booked drove off without warning.
On the flip side, it would also appear that the passenger had made the driver wait an unreasonable amount of time.
In a somewhat convoluted post on Facebook, former DAP Tanjong MP Ng Wei Aik (2013-2018) complained that he was left stranded after booking a cab to Penang Airport.
It was in the wee hours of the morning and it was claimed it took several attempts at booking a ride with several cancellations.
It was also contended that the driver that showed up drove off without notification.
The poster who was also the former DAP Komtar state assemblyman (2008-2013) went on to vindicate himself that he received an acknowledgement from Grab that its driver was rude and unprofessional.
The post by Ng who is now a property manager has since generated 411 likes, 791 comments and 76 shares, with many commenters keen to share their view on differing expectations between the passenger and driver.
Quite a few commenters expressed belief the correct etiquette in this scenario is for the passenger to be ready and waiting to board the ride, not vice versa.
The passenger was also roundly told off by one observer who pronounced his attitude as “entitled”.
Further admonishing the passenger for labelling the driver “unprofessional”, it was suggested that a limo service pandering to his laissez faire attitude towards wait times would have been more appropriate.
It was argued that the system is designed to be fair to both parties with fees charged or demerit points applied if cancellations are late.
The passenger was also ticked off for having unreasonable expectations on e-hailing drivers, especially on the availability of rides.
They cannot magically appear whenever the customer needs a ride or be expected to wait for 15 minutes just because it is early in the morning – some foresight and planning are required.
The service provider was also advised to not just place the blame at the door of the drivers.
Customers should not resort “to playing victim” but are expected to comply with the agreed terms and conditions = in this case regarding reasonable wait times though Grab may have apologised for the driver’s failure to indicate a cancellation.
That the customer was waiting for a ride to the airport was seized upon by many for an analogy. Did he ask for special treatment from the flight crew as well?
One commenter clearly pointed out the dynamics of this scenario by stating that it is the passenger who needs the service, hence he should be ready and waiting, not the other way round.
Fact of the matter is that many people depend on e-hailing rides for transport and convenience.
Such services are also a vital means to earn a living for these drivers. Hence, having unreasonable expectations and filing complaints that may hurt their rice bowl are not conduct that will improve services.
Empathy seems to be a quality that is seemingly short supply these days. Moreover, it’s about time to accept the hurtful truth that customers may not always be right. – July 2, 2025
Main image credit: Carz Automedia Malaysia
