Woman says Grab driver refused to load luggage onto car, cancelled 3am ride at Changi Airport

A woman booked a six-seater Toyota Alphard at 3am after she had landed from a red-eye flight, only to be met with a cancellation by the Grab driver as he refused to load her luggage into the car boot.

The driver allegedly told her "I am a driver not a luggage handler", and cancelled the ride shortly after.

On Dec. 22, the woman, Cali took to her TikTok account @wanderwithcali to share about her experience.

Cali had to "order another cab" to get home and stated that the second driver loaded her luggage with no questions asked and "did exactly like what every normal cab driver does" when ferrying passengers to and from the airport.

In an update posted on Dec. 24, Cali thanked viewers for their input and stated that she was unaware that "drivers were not supposed to help you with your luggage”.

Grab aware of the matter

In response to Mothership's queries, a Grab spokesperson stated that they had seen the video and are investigating the matter, having reached out to both parties to hear their sides of the story.

"While we always encourage our driver-partners to help with bags as a kind gesture, it isn't a requirement for any of our services."

'I am a driver not a luggage handler'

The video was two-and-a-half minutes long and detailed her frustrations with the driver.

She had just gotten off a red-eye flight and "initially booked a six-seater Alphard" car to get home, with two suitcases, a big carton box and a large duffle bag that was her carry-on.

When the car arrived, she climbed onto a seat to place her carry-on inside, as she had her hands full.

The Grab driver, who was allegedly in his "late 30s or early 40s" was at the back of the car with his boot open.

Cali explained that she had expected the driver to start loading her luggage first.

However, instead of loading the luggage, the driver turned to her and questioned "are you not going to help me load the luggages?".

She told him to "hang on" but the driver allegedly retorted with "okay I am not taking this order anymore and book another one".

Confused, Cali asked why and the driver purportedly uttered the line, "I am a driver not a luggage handler... I am not going to drive you."

'Am I being difficult or is this driver just being ridiculous?'

Cali protested and asked to him to let her put down her carry-on items first, adding that she didn't say she wasn't going to help.

She also added that drivers coming to the airport should know that their passengers would likely have luggage.

In her post, she also pointed out that the car was "an Alphard" and asked the audience "what are your thoughts on this".

"Am I being difficult or is this driver just being ridiculous?"

The Grab driver allegedly cancelled the ride and Cali had to order another cab.

She did the same thing as with the first driver, but when she got out to help the second driver with the luggage, he had already loaded the car boot with the other items, no questions asked.

She eventually reached home at about 4:00 am.

Cali ended the video with a rhetorical question.

"Like honestly if you are tired or you don’t wanna carry or help people put their luggages in your boot, car boot, then maybe don’t pick them up from the airport?"

Commenters weigh in

In the comments section, Cali stated that the cancelled Grab ride's fare was over S$40.00 and that she lived in central Singapore.

Some commenters sided with Cali, stating that the driver may have had "an ego problem".

Other commenters sympathised with the driver, stating that in the Grab website's ride features page, while drivers are encouraged to help with luggage they are not obliged to do so. 

Commenters also stated that perhaps the tone or way she phrased her request ticked the driver off as she may have come across as "entitled".

The Grab spokesperson's statement stated that the gesture may not have been carried out due to other underlying issues such as one's health and to give drivers the benefit of the doubt.

"There are times when a driver might not be able to help – perhaps due to a health issue or other reasons – and we hope our passengers can be understanding of that."

Understands the driver may have been tired

In an update posted on Dec. 24, Cali urged watchers to be merry as it was Christmas season and stated that the incident was "over" and that she is safe at home.

Acknowledging her expectations, she also noted that she understood that the first driver was "probably really tired because he’s driven all night" and she did not want to discount that fact.

Top photo from @wanderwithcali/TikTok and Canva (for illustration purposes).