Ryde suspends driver who allegedly locked passenger in car for 1 hour after rejecting PayNow payment

A private-hire driver on car-sharing platform Ryde has been suspended after he allegedly locked a passenger in a car for an hour after rejecting her PayNow payment.

The 52-year-old passenger, surnamed Wang, said she opted for PayNow as she did not have any cash on her.

She also alleged multiple unsatisfactory instances during the evening ride on Mar. 28, including the driver picking her up 15 minutes late.

He also allegedly drove very slowly on the way to the destination, drove with one hand the whole way and dropped her off at the wrong location, stopping at Amoy Street instead of Club Street as she had indicated.

At the drop-off point, the driver, said to be in his sixties, then insisted on cash payment, locking Wang in for an hour after she was unable to do so.

The police were called down to the scene.

Suspension

In response to Mothership's queries, Ryde said that they are aware of the incident and have commenced a review. 

"As an immediate precaution, the driver has been suspended from the platform in accordance with our driver code of conduct," they added.

The platform emphasised that they take matters relating to safety and conduct seriously as a licensed ride-hailing platform.

Wang had also contacted their customer experience team shortly after her trip and had been asked for further details, they said.

Ryde is awaiting her response for a "more complete assessment".

"In parallel, we are establishing a full account of the incident, including engagement with the driver. Appropriate action will be taken following our review," said the platform.

On the payment dispute, Ryde said that while payments under "cash" are commonly settled via cash or PayNow, any arrangement must be mutually agreed upon between driver and rider beforehand.

Drivers are also not allowed to impose a specific payment method or place pressure on passengers to comply.

Top images via Shin Min & Ryde/Facebook