Unsafe vehicle, breakdown, and dismissive customer service
I had an extremely poor and stressful experience with a pre-booked Grab airport transfer in Bangkok on 5 March, and the way Grab handled the complaint afterwards was just as disappointing. The car that arrived was clearly not safe. The trunk would not close and we spent about five minutes trying to force it shut. My luggage would not fit in the boot. Despite this obvious problem, the driver still attempted to start the journey. About five minutes into the trip the car broke down completely. I was on the way to catch a flight, so this was incredibly stressful. A vehicle in this condition should never have been sent for an airport transfer in the first place — this was a clear safety issue. To make matters worse, Grab was extremely difficult to contact. I had to spend around 15 minutes on the phone with support just to get the payment cancelled. The call had to be made from my Philippines number meaning the call charges alone cost more than the compensation Grab offered. Because of the delay and the risk of missing my flight, I had to quickly arrange another car using a friend’s Grab account just to continue the journey. After raising the issue with Grab, I was offered 100 Baht for the inconvenience. When I explained that the international phone call alone cost more than that, the response from Grab Support (agent Chanapa C.) was simply to refuse any additional compensation and state that the trip had been cancelled so it did not qualify. In other words: • An unsafe vehicle was sent for an airport transfer • The car broke down minutes into the journey • I had to spend time and money calling support to fix the issue • I nearly missed a flight and had to find another car myself …and Grab’s response was effectively “sorry for the inconvenience” and nothing more. The customer service response felt dismissive and poorly handled, and the compensation offered does not even cover the cost of the phone call required to resolve their mistake. Based on this experience, I would not trust Grab for airport transfers again. This showed poor vehicle standards, poor incident handling, and very disappointing customer support.