Cindy was almost kidnapped and extorted Rp. 100 million by a Grab driver

Grab Indonesia apologized for this incident and took firm action against the alleged perpetrator. Grab is committed to protecting victims.

REUTERS/EDGAR SU/FILE PHOTO

A number of residents walked past an advertisement for the online application-based transportation service company, Grab.

JAKARTA, KOMPAS — A resident of Jakarta, Cindy Pangestu, was the target of kidnapping, abuse and extortion by a Grab car driver on Monday (25/3/2024) evening. The perpetrator forcibly asked the victim to transfer Rp. 100 million worth of money by threatening to throw Cindy into the river. Currently, Grab Indonesia is assisting the victim and overseeing the legal process.

Contacted via a private message on her Instagram account, Cindy recounted that at first she intended to go home from a mall. She ordered a ride-hailing taxi through the Grab (Grabcar) app from the lobby of Neo Soho Podomoro City, West Jakarta. Her order arrived at 8:27 pm. At the time, Cindy felt nothing suspicious.

However, during the journey, the Grabcar driver suddenly entered the toll road. Even though the road was close to Cindy's residence and there was no need to enter the toll road. "I immediately asked why he entered the toll road? The driver claimed that he was following the maps," she wrote on Thursday (28/3/2024).

Also read: Protection of Women and Online Motorbike Taxis

Cindy immediately opened the map application on her device. However, shortly after, the driver suddenly said he was short of breath and asked Cindy to take over the wheel. "I immediately refused and said I couldn't drive. I told him to pull over first if he was really having trouble breathing,” she said.

KOMPAS/INSTAGRAM @CNDYPNGESTU

The victim uploaded the injuries he suffered on social media as a result of the kidnapping incident by a Grab driver, Thursday (28/3/2024).

Feeling something was amiss, Cindy opened the Grab application on her phone. As it turned out, the perpetrator did not press "pick up" as a sign that they had picked up the passenger, but the order was still being processed. Only the words "Driver is coming to you" appeared on the application. Cindy became very panicked.

Suddenly, the perpetrator asked him to transfer money to his account. Cindy became increasingly confused and thought about how to get out of the car.

At that time, the Grab driver was driving slowly. As a result, Cindy immediately opened the car door and jumped out. She managed to run while asking for help on the toll road, but the driver caught her again.

"When I was caught, I resisted and ended up being dragged by the perpetrator. Eventually, I was taken back into his car, but I held onto the car door with my leg," said Cindy.

KOMPAS/MAHDI MUHAMMAD

The electric car produced by the South Korean automotive manufacturer, Hyundai IONIQ, is used by Grab Indonesia for GrabCar Elektrik.

When the Grab driver was about to get back into the car, Cindy managed to get out of the car and asked for help from one of the drivers who was loading and unloading goods. However, at that time, the driver claimed that they were husband and wife.

Luckily, Cindy managed to dodge and said that she was a Grab passenger who was about to be kidnapped. Before fleeing, the perpetrator attempted to take Cindy's mobile phone and bag.

When I was caught, I rebelled and ended up being dragged away by the perpetrator.

As she was unable to defend both objects, Cindy eventually let go of her mobile phone and ended up being taken away by the perpetrator. Inside the bag she managed to save was a laptop, which she later used to contact her friend.

Maintaining the law

This incident has received a response from Grab Indonesia. Director of Operations, Jabodetabek, Grab Indonesia, Tyas Widyastuti, through an official release delivered by Grab Indonesia public relations to Kompas, explained that his party will continue to accompany the victims and oversee the legal process. Today, Grab Indonesia officially apologized directly to Cindy and handed over the case to the police.

"Grab will never tolerate any act of violence and will take appropriate legal steps. We are very grateful to the victim who has shown great courage and accepted the senior management team of Grab Indonesia in this morning's meeting at the Jakarta Metro Police," said Tyas.

In addition to setting up a special support team for victims, Grab also provides 24-hour psychological counseling and personal security services for them. They also provide transportation with female driver partners during this situation and direct access for victims to contact senior management at Grab.

Also read: The alleged kidnapping attempt at Grabcar was just a misunderstanding

Meanwhile, Grab Indonesia has deactivated the Grab account belonging to the suspected perpetrator. In accordance with company procedures, an internal investigation was immediately initiated since the report came in on Monday, 25th March 2024 at 22.05, including surveillance and tracing of the reported party by Grab's task force unit.

From this case, they promise to improve their services and provide special assistance for the victims. Grab Indonesia apologizes to all loyal Grab passengers regarding the incident.

KOMPAS/RADITYA HELABUMI

Vehicles belonging to ride-hailing drivers who are part of the Aliando Online Driver Alliance in Jalan Medan Merdeka Barat, Central Jakarta, on Tuesday (4/2/2020).

As the internal investigation continues, Grab Indonesia has taken and will take steps to make changes to the consumer service system (Grab Support) to ensure that such incidents do not happen again.

Firstly, the company discharged the personnel of Grab Support who did not respond to this incident in accordance with the established standard operating procedures (SOP).

Second, conduct an evaluation of customer service SOPs in handling safety incidents within the next three days. Third, implement improvements to the customer service SOP design within seven days after the evaluation is complete.

Fourth, conducting retraining for customer service agents who handle safety cases within the next 30 days. Fifth, implementing automation that can detect procedural errors made by customer service agents within the next 90 days.