Earlier today, we had a system error that resulted in Grab's app displaying unusually high prices. We know this was an unwelcome surprise, and we sincerely apologise for this. The error was due to a misconfigured fee, which was corrected within 20 minutes.
While Grab's safeguards automatically prevented most bookings with incorrect charges from going through, we did find some users who were affected by today's incident.
For every user who was affected, we've already processed full refunds for the incorrect charges as of 9pm today. We are doing everything to learn from this so it doesn't happen again. Our customers trust us with their daily needs and we don't take this for granted.
If something doesn’t seem right, please reach out via DM so we can help resolve it. Thank you for your patience and understanding on this.
While Grab's safeguards automatically prevented most bookings with incorrect charges from going through, we did find some users who were affected by today's incident.
For every user who was affected, we've already processed full refunds for the incorrect charges as of 9pm today. We are doing everything to learn from this so it doesn't happen again. Our customers trust us with their daily needs and we don't take this for granted.
If something doesn’t seem right, please reach out via DM so we can help resolve it. Thank you for your patience and understanding on this.
