CAR-SHARING service BlueSG is offering its users a one-month subscription waiver, weeks after apologising for widespread service disruptions and technical glitches that resulted in users getting overcharged for car rentals.

The subscription waiver will cover the January billing cycle from Jan 1 to 31, the company said in an e-mail to customers seen by The Business Times.

“We want to express our sincere gratitude for your ongoing trust and support, even amid the recent challenging circumstances. We know we have fallen short of your expectations, which we deeply regret and are committed to making things right.”

BlueSG is also looking into further compensating users who have been severely affected by the service disruption, including those on its premium service.

“Please also be assured that our teams have deployed fixes to improve the current situation and to restore your user experience,” it added.

On Dec 22, 2023, the company apologised for the glitches in its app and attributed the disruption to a systems migration update on Dec 19, 2023. It said in a Facebook post at the time that it would waive rental fees for affected trips that exceeded 48 hours.

GET BT IN YOUR INBOX DAILY

Start and end each day with the latest news stories and analyses delivered straight to your inbox.

Sign UpVIEW ALL

On top of system glitches, which saw users getting billed for durations over 48 hours despite renting only for short periods, BlueSG users also reported reserving available cars, which turned out to be missing on-site. Cars unavailable on the app were also found to be parked in lots as users were not able to end their bookings.

BlueSG was acquired by vehicle leasing company Goldbell Group for an undisclosed amount in 2021. The group at the time announced plans to invest S$70 million over five years to refresh and expand BlueSG’s electric vehicle fleet. Out of this amount, 60 per cent or S$40 million would be made by 2023.