Imagine having all your plans laid out for a big day at work: your bag packed, your outfit picked out, your morning ride booked, thinking nothing could go wrong.
Little did you know that you were in for a rude awakening when the Grab ride you booked was nowhere near your home to pick you up in the morning. That was, unfortunately, the case for this Grab user in 2023.
In a write-up to the Straits Times Online Mobile Print (STOMP), the user shared that he had made an advance booking via Grab to arrive punctually for a work operation he could not afford to be tardy for. To his horror, the driver was still more than 15 minutes away from his home, saying he would be eight minutes late.
“I paid the extra money as I COULD NOT BE LATE,” the user emphasised. If we could be completely honest, the user’s ire does not come without reason: there will be instances where you cannot successfully book a ride on the spot, so you fork out the extra money on the promise that the driver would arrive on time.
Unfortunately, this wasn’t the case for the user, which resulted in a less-than-ideal experience with Grab’s advance booking service last year.
When Vulcan Post learnt that Grab had recently revamped its advance booking service after taking their users’ feedback into account, we decided to put it to the test.
In this article, we will look at the following three metrics:
- Ease of use
- The price difference (Advance Booking Beta vs JustGrab)
- Most importantly, whether the driver arrives on time as promised
Testing the revamped Advance Booking Beta
For this particular test, we selected five different pick-up and drop-off locations across Singapore based on different important events that a commuter might have within the day (gleaned from our team’s personal insights and experiences) and booked rides to these destinations at different times.
The following five scenarios will be covered:
- Early morning meeting with your teams
- Lunch meeting with a client
- Medical appointment at Singapore General Hospital (Outram Polyclinic)
- Surprise birthday event for family
- Catching a red-eye flight
(Disclaimer: Testing was done across two weeks, and fares shown exclude any prevailing promo codes/discounts. Driver details have also been omitted to protect their privacy.)
How does it work?
Grab’s revamped advance booking service allows users to book a ride from seven days in advance up to two hours before their pick-up time, as well as an extended wait time—drivers will wait up to 15 minutes from the scheduled pick-up time, as compared to three minutes for other Grab rides.
Booking cancellations are free if passengers cancel more than an hour before their pickup time. Otherwise, users will have to pay the full fare given during booking.
Prior to the ride, passengers will receive timely in-app updates that assure them that their driver will be ready to pick them up at their scheduled pickup time or earlier. If the driver cancels, passengers will be given a voucher for their inconvenience.
8.30AM: Early morning meeting with our teams
Bedok > Grantral Mall
The morning started with an important team meeting: my team had a huge project submission and we needed to coordinate with our overseas teams to ensure that all our goals were aligned.
Booking was made for: 8.30AM
The driver reached at: 8.20AM, 10 minutes earlier
Price difference: S$8 more than the on-demand booking rate
12.30PM: Lunch meeting with a client
Grantral Mall > Guoco Towers
Next, I met with a potential client representative, hoping to score a collaboration with their company. Being late would not make a good impression, which could compromise my chances.
Booking was made for: 12.30PM
The driver reached at: 12.15PM, 15 minutes earlier
Price difference: S$13.20 more than the on-demand booking rate
3PM: Medical appointment at Singapore General Hospital (SGH)
Grantral Mall > Outram Polyclinic (SGH)
That same day, I had a medical appointment that I couldn’t miss, so I booked a ride in advance.
Booking was made for: 3PM
The driver reached at: 2.46PM, 14 minutes earlier
Price difference: S$8.60 more than the on-demand booking rate
6.15PM: Surprise birthday event
Grantral Mall > Suntec City Convention Centre
It was my grandmother’s birthday, and my family planned a surprise for her. I had to reach Suntec early to prepare and could not afford to be late.
Booking was made for: 6.15PM
The driver reached at: 6.11PM, 4 minutes earlier
Price difference: S$1.60 more than the on-demand booking rate
3AM: Catch a red-eye flight
Bedok > Changi Airport
As public transport is not readily available at this time, my only choices were hailing a taxi or booking a ride. I decided to put Grab’s Advance Booking to the test at this hour.
Booking was made for: 3AM
The driver reached at: 2.46AM, 14 minutes earlier
Price difference: S$16 more than the on-demand booking rate
Our Verdict
From this test, we can acknowledge that the Advance Booking Beta service has improved from its first iteration, offering a smoother and fuss-free user experience.
The booking process was smooth, with the simple interface making it easier to navigate. Notifications and updates were also delivered in a timely manner, which can provide users with peace of mind.
Across all five rides, all drivers arrived ahead of the scheduled pickup time, no matter the time or premise. In one instance, a driver also took the initiative to inform me when they arrived at the designated pick-up point earlier and was willing to wait for my arrival at the scheduled time.
This feature is an investment worth considering if you are looking for a reliable ride that arrives on time for a special occasion or event or if you require the driver to wait on you.
That being said, there will be instances where you might get a fare similar to those for on-demand rides, such as during peak hours, or you can get fares that are twice more expensive (see our 3AM ride to the airport—but missing my flight would be a nightmare, so it was reassuring to get a ride on time).
If you are not keen on paying potentially higher fares, you always have the option to book a ride on demand.
By the way, Grab is currently offering a 20 per cent discount voucher off up to three Advance Booking rides per user—which is auto-applied—to help you save some dollars for your next few bookings.
- Read other articles we’ve written about Singaporean startups here.
Feature Image Credit: Vulcan Post