Before travelling to Malaysia, we did not really understand why locals and visitors alike are seemingly obsessed about Grab. Back in Europe, we had our own car so barely took taxis or Uber. Food deliveries were usually organised by the stores themselves or through apps such as Deliveroo. In this blog, we want to share with you how the Grab app made our 6 week stay in Malaysia easier and why you should use it, too.
Easy peasy installation and account set-up
First things first. You can download the app from Google Play, Apple’s AppStore and Huawei’s AppGallery. Download and installation was straightforward and user friendly. What we liked most about our first experience:
- Ability to download from within Europe (think we were in Ireland when we did that)
- Account verification via email was no problem
- No need for a local (aka Malaysian) sim/phone number like other apps for verification
- Can add any bank card to finish setting up (we used our Starling bank, you will want to use a card which does not charge foreign transaction fees)
- The app is fully translated to English – it was automatically set to English for us, we read when you download abroad that might be different so bets to download before your journey.
We don’t think it is necessary to screenshot all parts of the app and explain where to press what in detail. The UX is clean and easy to understand and use. If you struggle with any parts let us know in the comments below and we will happily include a how-to here.
Why to use Grab for e-hailing transportation in Malaysia
Grab provides a convenient and user-friendly platform for booking transportation services. Whether you need to get around within the city or travel to other parts of Malaysia, Grab offers a reliable and efficient means of transportation.
When to choose Grab over public transport
We talked in our article Getting around in KL about the different means of transport and when best to use Grab, so won’t repeat this here.
Wide Coverage
Grab operates in various cities across Malaysia, making it accessible to a large number of residents and visitors. This extensive coverage ensures that you can rely on Grab regardless of your location within the country. E-hailing giant Uber is not available in Malaysia. Uber’s SEA market share was bought up by Grab.
Safety and Security
Grab prioritises the safety and security of its users. With features like real-time GPS tracking, pre-screened drivers, and a rating system, Grab provides a secure and accountable transportation experience. As an example they monitor if you are on the route you should be on while on the ride. This means that if you want to change your destination, you will need to do so in the app.
Fixed fare – know what it costs before you even book
As you book, Grab shows you the total price for your booking. Negotiation with your driver is neither necessary nor possible. This also means that should you get stuck in traffic you won’t face further costs – it is bad enough to waste time after all.
Exception to the fixed fare rule
There is one small caveat to fixed fares. Same as with taxis, the passengers will have to cover the cost of any tolls on top of the ride. If you are paying by card, this comes through as an additional payment after your ride. The highest toll we were ever charged in KL for a ride was RM3. You can tell your driver not to take toll roads, but we find that the cost is definitely worth the saving in time.
Ease of use
As mentioned above we find the UX of the app to be quite sleek and user-friendly. What really helped us when at a new location (which happens constantly when exploring a new city) are the picture guides on where to go, which exit to meet a driver. You really can’t miss it!
Accessibility and 24/7 Availability
One of the reasons for choosing to use Grab in Malaysia is that Grab operates round the clock. This ensures that you can book a ride or get a food delivery whenever you need it. The app’s user-friendly interface and availability on both Android and iOS platforms contribute to its accessibility. This one is obvious, but remember that you will need a data or WiFi connection for the booking process. In the first days, before we organised the sim card, we booked the car then left to the pickup point. It is a risk as you won’t get updates from the driver but in our case worked out fine. Not all malls have free WiFi, but the individual stores and restaurants will be able to help if you ask.
Cashless Payments
The Grab app allows you to make cashless payments conveniently through various methods such as credit/debit cards or GrabPay. This eliminates the need for physical cash and provides a hassle-free payment process. Since we added our card, this was a huge point for us. Not only could we book transport, but even our first food delivery without the need of exchanging money first.
Why should travellers use grab in Malaysia even as an e-wallet?
Several restaurants and shops, but nearly all stalls will not accept cards. The only options to pay are either cash or e-wallets. How we use the grab app is to load money from our bank account onto the e-wallet as and when we need it then directly scan the provided QR code and pay. This means we only load onto the wallet what we really need, but it reduces the need for cash massively. The Touch ‘n Go card and e-wallet seems to be even more widely accepted. Sadly, as explained here, we were unable to even create a functioning account without a Malaysian sim and bank card.
GrabMart – Grocery Delivery
Why to use Grab in Malaysia to get your food shop done? Because it is easy, cashless and a life saver when jet-lagged and you have a snack monster (aka a toddler) as well as a hungry teen. You can choose between all the major supermarkets. You get the same prices and offers as if you go shopping yourself. There are possibly additional charges for orders under RM80 or delivery fees, both are usually less than £/$/€ 1. The result of our first shopping experience in Malaysia via Grab can be seen below. We plan on a separate blog on where and what to shop when you plan to at least partially self cater.
Why to use the Grab app in KL for your Food Delivery?
Food delivery via the Grab app is again very much straightforward. We love that you can mark restaurants as favourites and even have a separate basket for each which means you can compare prices easier. Deliveries had been on time, food was always hot and we had no missing items or otherwise bad experiences. Yep, that also means we did not get tummy aches or diarrhoea from any food. Grab also runs several promotions on different food items so you can go with whatever is on offer that day.
Travel hack: How to make parent-life easier with Grab
The basket per restaurant I just mentioned come in very handy to prep what I will order next. I can set this up whenever I have time, the app keeps the info until you delete it or submit the order. My travel hack for Malaysia? Always have an order ready to go inside the app.. No matter how stressful your day is, no matter what you are doing – you can then order a meal with 2 clicks. I get motion sick very easily so if I am in a Grab on my way home, I simply can not scroll through menus to get an order in to save my life (remember that hungry teen and toddler?). Preparation is key here and I love the fact that the Grab app does this legwork for me.
Why to use Grab unlimited in Malaysia – even as visitor
Grab unlimited is effectively a subscription which costs RM 4.90 per month. You can see all the benefits in detail on their website here. Some of these are more relevant than others to each individual, some are dare I say even pointless for travellers. What you can definitely benefit from though, is free deliveries of food and groceries. Another perk is the option to limit your drivers to top-rated drivers (ratings of their lasts 100 rides).
How to stretch your budget with Grab unlimited as a traveller
Don’t miss the monthly Grab payday deals (roughly between the 25th and 7th). The provided up to RM 15 off purchases in both food and grocery deliveries should not be missed. There are other vouchers sent to you to entice you to spend more of course. Vouchers can always be stacked which means that you can make quite substantial savings per order.
While on the plan, you also get between 5% to 10% off self pickup so instead of ordering directly, you should order through the app and save. Again this can be available for both food orders as well as groceries.
We think the fee is definitely making all the savings worth it. What is even better, is that the first 2 months are free and you can cancel straight after. Great news for our current stay of 6 weeks in KL – we get all the benefits but don’t need to pay.
Customer Service
Granted, we all wish we never need the help from customer service team in any app. Things can go wrong or you are the one to make a mistake and then the level of service you receive definitely does matter. We needed to contact the team on three occasions. One time our food delivery contained a broad bean snack (yummy!) instead of the chocolate we ordered. We obtained a full refund and got to keep the broad beans for free.
The second time we needed the help was when I accidentally ordered a week’s worth of groceries to be delivered into KLCC Park – oops! See below on how to avoid this mistake.
The third occasion a driver claimed he arrived and waited over 5 minutes for us when in fact he was at the wrong pickup point. The app automatically charged us a no-show fee which was very annoying (waiting for a driver then being charged for their mistake, I was fuming). After pressing a few buttons we had submitted our claim and within 12h everything was resolved.
Things go wrong, humans make mistakes. How a company handles these situations and how they resolves issues for their customers is, ultimately what defines them in my eyes. In our case, Grab won us over with fabulous support.
Cost overview
Grab sends an email receipt of every transaction which helps you to keep track of your spending. Whether you want to track your travel expenses in general or need to supply it for business expenses, it is there including a detailed e-receipt for your groceries. With some quick filters set up, it won’t clog up your inbox and can be quite helpful.
Grab Ride cover – additional protection for when you use Grab Ride in Malaysia
We opted in because you receive a voucher if your car is delayed. It is all automated and we received the voucher into our inbox straight away. Decide for yourself if you think it is worth it. It will cost you an additional RM 0.30 per ride. All info here
Rent a personal driver
Need to do a lot of hopping around, shopping at different places or want a private city tour? From RM135 you can hire a car with driver for 4hours. This is not something we have made us of asa we saw this too late but on the days we saw several sights it would have been cheaper overall and less hassle and wait time. You can do this spontaneously from within the app.
Executive cars are also available for RM480 for 4h. Yep, definitely not what our family needs on our budget travel around the world.
Personal tips for using Grab in Malaysia
Overall we faced very few issues when using the app. Our biggest learnings are as follows:
- Pay close attention to the delivery address. We prepared a grocery delivery while at home but only fired off the order when we knew we would be going home soon. When we did that, we were about to catch a ride from KLCC Park. It appears the app automatically updates your location and only by chance did I notice that our order would be delivered to the park. Thankfully it was a busy time of the day, the shop hadn’t started packing our order yet so customer support could help us out.
- A standard grab car can be quite small. Specify if you have luggage or need 3 full seats.
- When your party is bigger than 4 definitely order a 6 Seater, your chances of getting lucky and a big enough car arrives are otherwise 0
- When ordering a grab pickup from a mall consider which direction they will drive to after picking you up. We have noticed a difference of up to RM3 between the different entrances of the same mall. The driver said it is because of one-way systems etc.
- As mentioned in our blog about all means of transport in KL, we highly advise you to feed little snack monsters before ordering your car as most do not allow drinking, eating or even snacks.
Why you should avoid the use of Grab at certain times of the day
Fare fees are based on demand. The app will clearly indicate at the time of booking if your journey is currently more expensive than usual (red arrows up) or cheaper than usual (green arrows down). If you are cost-conscious, you could wait until the price comes back down or take public transport which has a fixed fee. We found that there are 3 main factors contributing to this:
- The obvious one: rush hour – avoid it if you can, it will not only be more expensive but also take much longer to get from A to B
- Weather: the moment it is raining more people use grab, demand goes up and so do prices. You could wait for the weather to get better but demand might go straight over into rush hour
- Mall closing time: Lots of people seem too hang out until the malls are actually closing. Leave earlier than that to avoid the price hike or go for a walk after to book your grab from a different spot.
Summary
While there might be competition for e-hailing in Kuala Lumpur and possibly the wider Malaysia, the all-encompassing service we found in Grab and the savings we could make using the app, convinced us to not look elsewhere.
Not longer after we arrived in Malaysia, we came to the conclusion that Grab is definitely making it easier for us to settle. The fact that we can do a lot of tasks cashless is a big win for us and so is the outstanding customer support. The UI and UX are child’s play, quite literally. Our 3 year old now holds the phone whenever we are waiting for our driver.
Overall, we can see that the Grab app has revolutionised the way people travel, eat and shop in Malaysia by providing a reliable, convenient, and technologically advanced platform for transportation services. In all areas they cater to different preferences and budgets.
If you plan to travel to Malaysia, you really should download Grab now.
Do you already have experience using Grab in Malaysia or any other countries in SEA? Share your bests or worst story in the comments below.
This post is in no way sponsored or supported by Grab or any other entity. Further, it reflects solely our personal experiences and opinion.
Share your thoughts and feedback with us, we would love to hear from you!