Ride-hailing app Grab has announced its updated ride policy that aims to reduce unreasonable cancellations for both drivers and passengers.
Grab said it making the move as it is mindful that cancellations are frustrating for everyone — whether for a passenger whose time was wasted, or for a driver who already spent fuel and effort to get to the pick-up point.
For drivers, unreasonable cancellation behaviour includes forcing passengers to cancel the booking without proper reason, and being selective of passenger destination.
For passengers, unreasonable cancellation behavior includes excessive cancellations — two times per hour, three instances a day, and or a total of 5 cancels per week.
Passenger cancellations after 5 minutes upon booking confirmation and no-shows are also major concerns from drivers, said Grab.
To eliminate excessive cancellations that affect the ridesharing experience for both drivers and passengers, Grab said it has put in place a number of initiatives and policies to discourage cancellations on both sides.
Grab said the cancellation fee incurred in the above situations will go directly to the driver, to compensate them for fuel and effort they have already spent travelling to the passenger.
“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.
At the same time, to protect passengers, Grab has put in place a system so that fees are not charged in the following situations:
In addition, Grab promises to refund any fees that were charged wrongly within 48 hours, when reported via their in-app Help Center.
Grab has notified the Land Transportation and Franchising and Regulatory Board (LTFRB) about its new cancellation policy.