Go-Jek drivers in S'pore abusing system by claiming rides completed without picking up riders

Flaw in the system.

Belmont Lay | January 22, 2019, 06:05 PM

Update, Jan. 23: Go-Jek has responded. See statement below.


Indonesia’s ride-hailing app Go-Jek entered the Singapore market on Nov. 29, 2018 with its beta launch.

While things looked positive initially, user experience has been sliding a bit due to a flaw in the system.

In the past few weeks, some passengers are reporting incidents about getting ripped off by drivers who don't show up, but still indicate they got the job done and receive payment.

First viral post about this practice

On Jan. 20, a Go-Jek user Naomi Hoe wrote a post detailing her friend’s experience of not getting picked up at all by the Go-Jek driver and ended up paying for the ride.

She also warned fellow Go-Jek users not to use the credit card payment option, but to opt for cash payment instead.

Other accounts surface

Many other Go-Jek users have since stepped forward with their own accounts of getting ripped off.

Some shared screenshots showing their trip history with the same driver pulling a fast one with them.

In this instance, it says that the driver completed a 16.3km distance in 4 minutes 35 seconds.

This means he was driving at 195km/h to clock this mileage.

Other drivers flagged as well:

No refunds

And it appears refunds have not been disbursed by Go-Jek as those affected had difficulty contacting the riding hailing company.

The advice for riders to opt for cash payment is a preventive measure.

This is so as currently Go-Jek does not allow the removal of credit or debit card details from the app saying that the "feature" is "currently unavailable".

In response, Go-Jek said:

“We are actively looking into a small number of unfulfilled trip charges that have been reported by Go-Jek riders.

"We will be reaching out directly to the riders and driver-partners involved and will ensure that swift and appropriate action is taken to resolve the situation.

“We are striving to continuously improve the Go-Jek experience for both riders and driver-partners.”