Woman thinks driver is a 'scam' after being charged waiting fees, but Ryde proves her wrong
A woman's repeated negative experiences on two different ride-hailing apps might not be the drivers' fault.
Stomper Wendy claimed that her Ryde and CDG Zig drivers had indicated they had arrived despite not being present.
Wendy, who booked a trip on the Ryde app on May 13, claimed she was charged a cancellation and waiting fee despite the driver's no-show.
Hence, she booked another ride on CDG Zig, but was met with the same issue.
She said: "Sometimes, my apps show the driver has arrived and charge a waiting fee even after I was at the waiting point. Kind of a scam."
However, Ryde noted that the driver in question has a five-star rating and disputed Wendy's feedback.
Ryde told Stomp that it had conducted a thorough investigation and shared Wendy's recent trip history for "complete context":
"1. January 7, 2025: Trip with waiting fee applied (previously resolved)
"2. May 2, 2025: Trip completed successfully with no issues
"3. May 13, Trip cancelled due to the rider's no-show
"Regarding the May 13 incident, our GPS tracking confirms the driver arrived at the pickup location on time. The rider experienced technical difficulties with the app, which prevented them from locating the driver. This validates the driver's decision to cancel after waiting.
"As a goodwill gesture, we issued the rider a voucher to refund the cancellation fee.
"It's worth noting that this driver maintains a perfect 5-star rating with no history of disputes regarding cancellation or waiting fees, demonstrating their consistent professionalism.
"Ryde has robust safeguards to prevent misuse of cancellation and waiting fee policies:
1. All cancellations and waiting fees are meticulously logged and continuously monitored by our system.
2. We have implemented a specific algorithm designed to detect drivers who may abuse this policy.
3. Drivers found to be abusing this policy are subject to suspension under our Driver Community Guidelines and Terms of Use.
4. Riders have access to an in-app support channel to dispute any waiting fees, and all cases undergo a rigorous review process.
"We continuously enhance our technology and processes to ensure fairness for our entire community. Our commitment to transparency and ethical service remains our highest priority."
