[Article updated with statement from Go-Jek]
It seems the drama coming out from Go-Jek rides is never-ending: kidnapping accusations, complaints about customers in wheelchairs, and F-bombs hurled during rides.
Now, another Go-Jek driver has decided to launch an unhinged rant on an elderly customer all because there was a $7 difference in fare.
The implications of the fare difference seemed to be intense for the driver as he claimed it would affect his monetary incentives and if he canceled the ride, it would affect his acceptance rate of bookings.
The video of the rant was taken down by the original poster but was later re-uploaded to All Singapore Stuff’s Facebook page on Saturday in the late afternoon.
In the video, the customers – an elderly couple – were seen reportedly sorting out a price difference issue with a Go-Jek officer on the phone.
Apparently, the price of the ride was around $14 when the couple booked for the ride on the Go-Jek app.
But, the duo entered the car booked for their ride only to find out that the driver’s app reflected a price of around $21 instead for the trip.
The couple’s call to the Go-Jek customer service team happened during the ride. Go-Jek drivers are unable to cancel rides during a trip, according to the driver handbook.
It is at this moment that our intrepid driver decided to pull an Abang Go-Jek: by taking out his phone to record the whole conversation.
The couple repeatedly tried to persuade the driver that they were not targeting him but they were merely checking in with Go-Jek about the reason behind the price difference.
That did not stop the Go-Jek driver from getting triggered by the conversation, which is obviously wasting precious time that he could use to chase more clients and hit incentive requirements.
“Seven dollars, you want to make an issue?” the driver ranted. “Waste my time! Eh, you’re driving Mercedes one is it?”
At multiple times during the incident, the driver flared up when the elderly couple said to the Go-Jek team on the phone that he was allegedly charging them a higher fare.
“I am not charging you! The app shows $21.10. It’s not my problem!” said the driver, pointing his finger at the couple. “Don’t accuse me.”
To the credit of the couple, they said to the customer service officer that the price difference was not fair to both the driver and the customers.
However, no words could console our dear driver who kept getting triggered by the couple’s choice of words. At one point, the customer asked Go-Jek customer service if the driver could “bear with it” which sent the driver absolutely nuts.
“If you sort out with Go-Jek, Go-Jek will minus out the $7 from my account,” the driver explained. “Let me put it clear to you, anything it becomes driver’s problem. Always driver’s problem. That is the problem.”
Coconuts Singapore understands Go-Jek driver and rider apps may show different prices due to factors which may include possible incentives during peak periods that are borne by the company. However, it is unclear what is the cause behind this incident.
When Coconuts Singapore reached out to Go-Jek representatives for more information on the incident, this is what they had to say:
“We looked into this case as soon as it was brought to our attention, and have taken swift action to resolve the matter with both parties. An investigation is ongoing and it would not be appropriate to comment further.
“We want everyone to have a good experience when they use our services, which is why we do not tolerate impolite behavior by any of our users, be they driver-partners or riders.”
In the meantime, if you see a price difference or have a grouse to raise, you can always send a support ticket to Go-Jek through their app. Just try not to aggravate the driver while you’re doing that.
