Forum: GrabPet should have clear and consistently enforced standards

I use GrabPet regularly and have become increasingly frustrated by the inconsistency between Grab’s stated policies and the service provided by some of its GrabPet drivers.

I travel with two Siberian huskies. Grab’s breed-size guidance classifies huskies as medium-sized dogs, and its GrabPet policy allows two medium-sized dogs per ride.

Yet on many occasions, drivers have arrived, seen my dogs, decided that they are “large”, and refused to take us.

If Grab has established breed-size classifications for its service, drivers should not be able to substitute their own subjective assessment at the point of pickup.

There are other inconsistencies: some GrabPet drivers have told me that my dogs cannot sit directly on the rear seats. They have asked if I brought towels or mats to protect the upholstery, or if the dogs are travelling in carriers. This is despite Grab stating that GrabPet vehicles are equipped with protective seat covers. Others have refused to let me open a window slightly for the dogs as the air-conditioning is running.

This matters because GrabPet comes at a considerable premium. Fares can be around 80 per cent to 120 per cent higher than an equivalent standard Grab ride.

Grab states that GrabPet drivers receive additional training to transport pets safely and comfortably. It should ensure that this training includes clear guidance on its breed-size classifications, the use of protective seat covers and what drivers who opt into GrabPet are expected to accommodate.

Grab could also provide a clear avenue for customers to raise issues regarding GrabPet, as currently, there does not appear to be a dedicated support channel for such concerns now.

A premium, specialised service should come with clear and consistently enforced standards.

Candice Aw