In the hopes of improving its service and eliminating recurring issues, ride-hailing app Grab announced on April 29 (Monday) that it will be implementing new policies.
The transport network company said it aims to address the unjust cancellation behavior of users, which Grab considers as the core problem, saying that it diminishes “the quality of transport network vehicle services (TNVS).”
The company announced that drivers will sanctions for cancellations under the following circumstances:
- Going below the required completion rate.
- Excessively ignoring or canceling bookings.
- Receiving complaints and garnering low ratings.
Grab drivers can be dismissed from their job and suspended from the platform. But the new set of rules also tries to reward good drivers who go “above and beyond” of their duties through an added app feature.
Passengers who cancel unfairly will also be penalized if they make excessive cancellations, cancel after 5 minutes after getting booked, and not showing up at pick-up location on time. For this, the passenger will be charged with a Php. 50 fee, which goes directly to the driver “to compensate for fuel and effort” for fetching the uncooperative passenger.
Grab clarified that no fees will be charged if the passenger cancels within 5 minutes after booking a driver if the driver is not heading to the pick-up point, if the driver takes more than 15 minutes than the estimated time of arrival and if the driver lies about his/her arrival.
The company assured that wrongly charged Grab users can get a refund within 48 hours through its Help Centre.
Company President Brian Cu said that the purpose of their new policies is to establish a “better ride-hailing ecosystem, where both passengers and drivers practice the responsible use of the Grab platform.”
The company said they have already informed the Land Transportation and Franchising and Regulatory Board (LTFRB) about it and will fully roll out its rules by the end of May 2019. But it will be initially implemented to the first 10% of the drivers and passengers who will be notified about it beforehand.