Go-Jek riders’ satisfaction, shortlived

According to GO-JEK president Andre Soelistyo, the company implements a simple philosophy when it comes to expanding operations in South-east Asia, that is, to “reduce friction” with consumers. So how come there had been numerous complaints from the riding public for being charged even when the trips were unfulfilled?

Recently, several Go-Jek users have been having infuriating experiences of getting charged for a ride that wasn’t taken.
These alleged incidents have been shared with rapidity on Facebook by a Naomi Hoe Si Wei, who posted a screenshot of her friend’s Instagram story. According to her friend, S$9.30 was charged after the driver marked the trip as completed, even though he never made the actual pick-up. Calls to Go-Jek went unanswered.

Others complained about how Go-Jek was unresponsive to their concerns, with one specific user not getting a refund for nearly two months already.

In response to queries, Go-Jek responded saying, “We are actively looking into a small number of unfulfilled trip charges that have been reported by GOJEK riders. We will be reaching out directly to the riders and driver-partners involved and will ensure that swift and appropriate action is taken to resolve the situation.”

Go-Jek in Singapore

Go-Jek extended its services to “the whole of Singapore” beginning Jan 2 this year. This enables users to go on Go-Jek rides anywhere in the tiny state.

“Our island-wide rollout is part of our continued beta phase, during which DBS/POSB Bank customers continue to enjoy priority access to the app,” Go-Jek officers said in a statement.

In November of last hear, Go-Jek launched the beta version of its app which granted access to users in batches to balance ride demand and service capabilities. It was made available only in areas such as Singapore’s Central Business District, Jurong East, Changi, Punggol, Ang Mo Kio and Sentosa.

Go-Jek has also ramped up its efforts to recruit drivers by launching a portal where they may pre-register to use its platform.