System Glitch & Corporate Gaslighting: Grab Vietnam Charges for 'Ghost' Drivers
I booked an "Advance Booking" in Vietnam for a time-sensitive trip to the airport/hotel. Despite the app staying on the "Searching for Driver" screen for over 20 minutes, Grab is now refusing to refund a cancellation fee, claiming a driver had been assigned. To be clear: No driver details (name, plate, or location) ever appeared on my app. Because of this technical failure, I was forced to hire a private hotel taxi at a high expense to avoid missing my connections. When I contacted support (Case: CAS-100050540661), I was met with a patronizing scripted response telling me to "select services that better align with my travel needs." It is insulting to be blamed for using a service Grab actively markets as reliable, only for it to fail and then have the company "hallucinate" a driver in their logs to justify keeping a cancellation fee. This is a known "system desync" issue where the backend says one thing and the user interface says another. Grab is essentially charging customers for their own technical glitches. If you value your time and your money, do not trust their "Advance" features. Use a local taxi or a competitor instead.