On April 29, ride-hailing transport service Grab Philippines implemented a new policy that charges a 50-peso fee on passengers canceling their booking.
This penalty covers those who terminate a ride five minutes after booking a driver and, additionally, those who fail to meet their driver at designated pick-up locations five minutes upon the arrival of a GrabCar or three minutes for GrabShare. The cancellation fees will be added to the passenger’s next booking if the passenger will be paying in cash.
What if the driver cancels your booking? Grab says they will also be implementing penalties to drivers for “unreasonable cancellations.” Aside from fees, drivers may also be locked out of the platform for cancelling passenger bookings without proper reason and for being selective of passenger destinations. Passengers whose rides gets cancelled by the driver will automatically get 30 rewards points as consolation.
The new policy also noted that fees will not be imposed for the following situations:
- if a passenger cancels within five minutes of getting an assigned driver
- if the driver is not moving towards the pick-up point or going to the wrong direction
- if the driver is taking 15 minutes longer than the first estimated time of arrival
- if the driver indicates that he/she has arrived when he/she has not.
According to a statement by Grab, this latest effort aims to reduce cancellations and promoting a responsible use of their services.
“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 president Brian Cu said. “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,” he added.
The company assured the public it will refund wrongly charged fees within 48 hours. Grab added that a passenger’s account will be suspended temporarily if they cancel a ride twice in one hour, three times in one day, or five times in one week. Grab has already alerted the Land Transportation and Franchising and Regulatory Board (LTFRB) to these new policies.