Complaint
[Playbook walkthrough — MVP2 test entry] My Grab ride was cancelled by the driver after a 12-minute wait with no explanation, and I was still charged a cancellation fee.
Company response
[Playbook walkthrough — MVP2 test entry] Thank you for flagging this. We've reviewed the trip logs and confirmed the cancellation fee was charged in error; it has been refunded to your original payment method.
Consumer evaluation
Resolved: Yes
Satisfaction: 9 / 10
Would use this company again: Yes