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Philippines: Grab updates cancellation policies
MANILA, Philippines — Southeast Asia’s “everyday app” Grab has updated its ride policy to reduce unreasonable cancellations for both drivers and passengers.
To eliminate excessive cancellations that affect the ridesharing experience for both drivers and passengers, Grab said yesterday it has put in place a number of initiatives and policies to discourage cancellations on both sides.
Grab said the Land Transportation and Franchising and Regulatory Board has been notified about the new initiatives.
Among the policies include a 24-hour suspension of a passenger’s account after excessive cancellations and a P50 fee for passengers who cancel the ride after five minutes of getting a driver.
A P50 fee will also be charged to a passenger who does not show up at the pick-up point within five minutes for GrabCar and three minutes for GrabShare upon the driver’s arrival.
Grab said the cancellation fee incurred in these situations would go directly to the driver to compensate them for fuel and effort they have already spent travelling to the passenger.
As for drivers, Grab will penalize them if they go below the required completion rate which is computed based on completed bookings, cancellation rates, and ignored jobs.
Also, if a driver excessively ignores or cancels booking requests, they are locked out of the platform for a temporary period of time.
Drivers with passenger complaints and low star ratings are also flagged, while drivers with repeated offenses will be suspended and eventually banned.
“Grab is mindful that cancellations are frustrating for both the passengers and our drivers. At the same time, we are cognizant of the fact that sometimes, cancellations are necessary during special situations. Our intention in implementing this new policy is to create a better ride-hailing ecosystem, where both passengers and drivers practice the responsible use of the Grab platform,” Grab Philippines president Brian Cu said.
Grab said the new policies are part of the continuing efforts to further reduce cancellations by promoting responsible use of its services.
Grab acknowledged that one of the core problems that brings down the quality of transport network vehicle services is unreasonable cancellation behaviour.
“For drivers, unreasonable cancellation behavior includes forcing passengers to cancel the booking without proper reason, and being selective of passenger destination,” Grab said.
“For passengers, unreasonable cancellation behavior includes excessive cancellations – two times per hour, three instances a day, and or a total of five cancels per week. Passenger cancellations after five minutes upon booking confirmation and no-shows are also major concerns from drivers,” it said.
Source: https://www.philstar.com/business/2019/04/30/1913592/grab-updates-cancellation-policies#9PUR8zz4pCHEDggI.99