Over 40,000 passengers using the Grab ride-hailing app were charged excessively due to a technical glitch that resulted in incorrect fare calculations. The Land Transport Authority (LTA) and the Public Transport Council (PTC) disclosed that this error occurred between November 20th and December 4th, during which outdated rates from the Electronic Road Pricing (ERP) system were applied in the app. The overcharged fees ranged from 1 to 3 dollars. Upon receiving feedback from affected customers, LTA directed Grab to identify other trips that were affected and take remedial action. Grab promptly updated the ERP rates in their system and refunded the affected passengers.
In a statement, a Grab spokesperson admitted that the technical glitch caused the failure to update the ERP rates after a one-dollar reduction by LTA in some locations. This affected a small percentage of rides within a specific period. Grab has implemented additional internal testing to prevent similar incidents and has reached out to impacted passengers, ensuring them that refunds will be made through GrabPay wallets.
LTA and PTC emphasize that road transport service providers are responsible for ensuring accurate fare calculations and have announced an investigation into this incident. Passengers who have been charged excessively or encountered payment issues can report these matters to the authorities via LTA’s website or the “Report Vehicle-Related Offenses” e-service on onemotoring.lta.gov.sg. To facilitate the investigation, detailed information such as the vehicle’s registration number, date, time, and a brief description of the incident should be provided.
Grab has contacted affected passengers through email and the app, apologizing for the inconvenience and offering refunds. The refunds will be processed through passengers’ GrabPay wallets.
Source: example.com
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