Passenger on crutches mocked and wrongly charged by Grab driver, sparking online outrage

SINGAPORE: A disturbing account shared online has sparked anger after a Grab driver allegedly mocked a passenger on crutches, wrongly imposed a late fee, and even used his phone to chat while driving.

The incident, described by the passenger’s mother, began when her daughter — who is currently using crutches — waited with their helper for the booked ride. Although the driver was not in sight, he insisted he had already arrived. Out of courtesy, the girl was the one to apologise, saying that they did not spot his vehicle. To her dismay, she was still charged a S$3 late fee, even though she had been the one waiting for the driver’s arrival

The ride then took an even darker turn. The driver allegedly sent WhatsApp messages to friends while behind the wheel, mocking the girl in a series of crude remarks: “Maid on crutches?”, “Laugh out loud”, and “Employer never follow KNN,” which is considered vulgar in Singapore.

For the family, especially the daughter, what should have been a regular service became an experience that was deeply humiliating and distressing.

Netizens voice their outrage

The story drew sharp reactions online, with many calling out the driver’s behaviour as both dangerous and disrespectful.

One commenter urged immediate action: “Give feedback to Grab. Grab will take action.” Others were more blunt, with one remarking: “That is disrespectful!” and another insisting: “Let him get suspended.”

Some users highlighted the difficulty of proving distracted driving, with one noting: “Don’t think Grab will do anything unless you got evidence that he is using his phone while the car is moving.”

Meanwhile, others lamented the decline in driver quality on ride-hailing platforms. “Sorry this happened to your daughter. There are many low-grade drivers now, unfortunately. Dishonest and lack of compassion,” one netizen wrote.

The comments collectively reflect two concerns: accountability for unsafe practices like distracted driving, and also the issue of compassion, or the lack thereof, in service standards.

Making drivers and ride-hailing companies accountable

There’s a reason why this case resonated with many Facebook users. It’s not just about the poor experience the daughter had to endure. Instead, it puts into the spotlight how vulnerable passengers who rely on ride-hailing platforms for safe and reliable journeys can be.

Using a phone while driving puts lives at risk. More than that, mocking a passenger with mobility challenges strips away their dignity. In this situation, the girl may have been unharmed physically, but the emotional effect remains. For netizens, the message is clear: passengers deserve safety and respect, not scorn and carelessness.

Ride-hailing companies, not just Grab, are being reminded that vigilance, accountability, and compassion are not optional. They are—or, they should be—the very basics of the service commuters depend on every day.

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