SINGAPORE: A passenger recently took to social media to voice his frustration after allegedly being charged a S$3 waiting fee by the Gojek app, despit
SINGAPORE: A passenger recently took to social media to voice his frustration after allegedly being charged a S$3 waiting fee by the Gojek app, despite arriving at the designated pick-up spot on time.
In response to inquiries from The Independent Singapore, Gojek Singapore stated, “We are aware of this report and are currently investigating the matter to verify the details of the trip.”
However, another netizen chimed in, sharing a similar experience that led them to stop using Gojek altogether. “I encountered the same issue with Gojek… that is why I stopped using them,” the individual remarked. “I even called CASE, but they said that as long as Gojek compensates us with a voucher, they can’t do much. I paid in cash, yet I received a voucher, which is totally unfair.”
For this netizen, the ongoing issues have eroded their trust in the service. They highlighted the lack of follow-up from Gojek regarding their complaint about the driver’s performance, despite sharing exchanges with the company.
Gojek had credited a S$3 GoCar voucher to the user as a reimbursement for the waiting fee. However, this wasn’t sufficient for the frustrated passenger. “I don’t need a voucher with expiry dates; I require my money back in the full sum of S$3,” the email stated. “I hope Gojek does not take this for granted, as most passengers don’t bother about the S$3.”
The netizen described the challenging circumstances surrounding the ride, mentioning that the driver was picking up an elderly family member in a wheelchair and two young children, emphasizing the emotional toll the situation had taken on them.
In a forwarded email from Gojek, the company expressed regret over the passenger’s poor experience, explaining that the driver may have incorrectly marked their arrival at the pick-up location. Gojek stated they had reached out to the driver to address the issue and promised to monitor the driver’s account to ensure service standards are met.
“We thank you for allowing us to restore your confidence and make things right. Our team will continue to work hard to ensure our customers have the best experience,” Gojek added.
The Independent Singapore has also reached out to Gojek for further comments on this matter.
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