i feel u man...after your effort and waste petrol, time, all u get is an automated 'Sorry' message from grab..
i was at KLIA queue 1 time, got a ping for GC, PUP at KLIA2. called the rider. He told me he's got 4 freaking adults, and 6 bloody large luggages and ask if can fit in my car
i told him can't fit, and ask him cancel & book another ride. line got cut off after that. he never cancel the booking with me. i called him few times, and he never pick up.
at the same time, grab message keeps coming in saying "You're outside Waiting Zone" and "You're no longer in Waiting Zone"...i so worried i waited 3hrs for nothing (again) and unconsciously, i just drove to the PUP anyways. once i reached PUP, rider finally cancel the ride. I called CS immediately while speeding back to waiting zone. CS confirm i will get back my queue number once i'm back at wait zone. but almost 15km travel wasted...
Once at wait zone, the first ping that came in, from KLIA2 to Red Q

RM25 or something like that...
of course i ignore the ping. of course i'm not gonna accept a RM25 ride after 3hours waiting.
luckily, a 2nd ping comes in and DOP in KL.
there a plenty of dumbass riders out there...knowing very well most Grabcars are small sedan or even hatchback, and knowing they have tonnes of luggage...they still request for GC.

Got so many drivers love to do KLIA even though the fare is so cheap. Why don't Grab set up a special group for KLIA? All KLIA pings pass to them...
Aiya.. short trip at KLIA got solution wan ma.. Just do it like Uber, you get short trip but you still in the queue for trips headed back to KL. So you can complete that short trip then go pick up rider to KL when your turn arrives.
So many things got solution wan but Grab... Grab is Grab...