Background Information:
What can an airport guest order using the Servy Digital Platform?
The Servy digital platform allows airport guests to order online from participating locations for pick-up or delivery, depending on the airport.
Can I order from all restaurants at an Airport through the Servy Digital Platform?
- You can order from all participating locations, which are listed on the homepage.
- We are constantly working on adding exciting and new products from our partners to the Servy digital ordering platform.
Is there a charge to use the Servy Digital Platform?
Sometimes there could be a convenience fee added to all orders to support the platform and technology.
Are Grab and Servy the same company?
- Grab is a product provided by Servy. You can learn more about Servy and Grab here.
How do I contact Servy’s customer service?
- If you have any questions about your order or the service in general, please contact Servy’s, also known as Grab’s, customer service at help@getgrab.com.
Can I order using Servy before reaching the airport (pre-order)?
Pre-order is something we hope to offer in the future, but at the moment we are unable to offer this function.
How can I order food and drinks using the Servy Digital Platform?
- Airport guests can order food and beverages from the participating restaurants.
- Simply load up your basket and pay for your items and your order will be processed.
- Notifications will be sent to you during preparation to advise you of your order status.
I have a promotional discount code. How do I redeem it?
Add your discount code at checkout and it will be applied automatically to your basket.
Where do I collect my order?
Follow the instructions in the order confirmation and head to the “Order Collection Point” at the chosen restaurant. You will need to show your order confirmation.
How will I know that my order has been accepted?
When payment has been made, you will receive an email and/or SMS to confirm your order and advise of the estimated pick-up time.
How can I track my order?
You will receive a further email / SMS when your order is ready to pick up. The email / SMS will also advise you of the correct pickup location.
Can someone else collect the order on my behalf?
A customer can share their order details and order confirmation with someone else in their party to collect the order on their behalf.
Issues with my order:
Who should I contact if I have feedback about Servy or wish to make a complaint?
If you have feedback or wish to make a complaint, please email help@getgrab.com.
I have changed my mind. How do I cancel an order?
Orders placed through Servy cannot be cancelled as these are perishable items prepared as soon as the order is submitted.
What happens if my order is not ready before I am due to board?
If your order is delayed and you are unable to wait, please let us know by sending your order details via the Guest Help form here and we will be happy to rectify.
Can I change my order after it has been placed?
It is not possible to change your order once it has been received by the outlet. However, additional items can be added at the restaurant upon collection if required.
When do I get charged for my order?
- Transactions are pre-authorized once your order is submitted and charged when your order is collected.
- You will receive an email from Servy containing an itemized receipt once your order is picked up. Servy is the merchant of record on your credit card statement, but all merchant information is included on your receipt.
I did not receive a receipt for my order. How can I get a copy?
Please email us at help@getgrab.com and we will be happy to send a copy.
What happens to my credit card information after the transaction has completed?
No credit card information is stored by Servy; instead, it is passed on to our payment processor via dual-layered encryption. Servy maintains PCI compliance for all payments.
I received an email and SMS that my order could not be fulfilled. What does that mean?
In rare occasions, we might run out of an item. If that happens, you will receive an email notification letting you know that the order was cancelled, and you will automatically be refunded for that item.
