Grab’s Loyalty Shuffle Leaves Riders Holding Their Breath
Grab—Singapore’s biggest ride‑hailing app—has thrown a curveball at its loyal users. After a backlash that saw disgruntled customers posting memes and complaints across social media, the company has decided to give everyone the same point‑per‑ride rate… for a while.
The Point Plunge That Sparked the Outcry
- When Grab rolled out the latest GrabRewards update on Friday, riders discovered they were earning fewer points per dollar on rides, while buying groceries or paying with GrabPay actually earned more points.
- Under the new scheme, each dollar spent on a cash‑paid ride would net only one point—a steep drop from the former eight points.
- For GrabPay users, the reward dropped from a generous 16 points per dollar to just three points.
Customers Don’t Take It Back
“I feel like I’m getting robbed of loyalty points,” complained Mr. Khairul Ansar, a 33‑year‑old supply‑chain analyst. “I switched to the ComfortDelGro app—prices are the same, but I’m happier with the service.”
Another voice—transport economist Walter Theseira—warned that this isn’t an alien phenomenon. “A lot of reward programmes get devalued,” he said. “Credit cards, airlines, even grocery loyalty cards—you see it all. Companies do it to tighten budgets.”
Grab’s “Sorry” & Refund Plan
- Grab’s spokesperson told commuters they would make it right by refunding the point difference for those who bought rewards under the new rate.
- From 8 AM Tuesday until Sept 30, riders can still claim rewards at the pre‑update rate.
- The new rate comes into effect on Oct 1.
Points Matter—Because 2,200 Points Means a $5 Discount!
That’s the punchline: the old system turned 2,200 points into a neat five‑dollar ride discount. Suddenly, the “thank you” for riding around has shrunk to a slow drip. And if you climb higher tier under GrabRewards, those faster points drop, too.
Will Customers Switch?
Even if a few commuters vent their frustration, many will keep using Grab—primarily because it’s easy and familiar. While new competitors—think ComfortDelGro—could pose a threat, “ease of use matters,” the Singapore University of Social Sciences senior lecturer reminds us.
Aside From Loyalty: The Competition Battle Continues
Grab is also gearing up to file an appeal against a provisional decision from the Competition and Consumer Commission of Singapore. The commission had flagged Grab’s acquisition of Uber’s Southeast Asian business as anti‑competitive, potentially sparking fines. Grab’s on a tight‑rope walk between loyalty updates and regulatory showdown.
For now, grabbers listen to the buzz: “It may very well be the case that people complain, but they continue to use Grab.” Whether that’s the case will unfold as the October rate kicks in.
