Grab updates ride policy to reduce cases of cancellations

Grab Philippines on Monday bared its updated ride policy which aims to reduce "unreasonable cancellations" among its drivers and passengers.

In a news release, Grab said it continues to intensify its efforts in reducing cancellations by promoting responsible use of its services.

“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," Brian Cu, Grab president, said.

"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,” he added.

Grabs updated transport policies for drivers and passengers are as follows:

For drivers

• Completion rate - Drivers are penalized if they go below the required completion rate. Completion rate is computed based on completed bookings, cancellation rates and ignored jobs. Completion rate also heavily affects incentives.
• Driver Timeout - If a driver excessively ignores or cancels booking requests, they are locked out of the platform for a temporary period of time.
• Ratings and Complaints Analysis - Drivers with passenger complaints and low star ratings are also flagged. Grab gives out warnings and suspends or eventually bans drivers over repeat offenses.
• 5-Star Driver Tipping Feature - For drivers who go above and beyond, a new tipping feature allowing passengers to reward the drivers with 5-star rating has been rolled out.

For passengers

• 30 GrabRewards Points - When a driver cancels on a ride, the passenger automatically gets 30 Grab Rewards points, which he or she can use to redeem items or vouchers in the Grab Rewards catalog.
• Passenger Timeout - After excessive cancellations, the passenger’s account will temporarily be suspended for 24 hours.
• Cancellation Fees - P50 fee will apply to passengers who cancel the ride after 5 minutes of getting assigned a driver.
• No-show Fees - P50 fee will apply if a passenger doesn’t show up at the pick-up point within 5 minutes for GrabCar and 3 minutes for GrabShare upon the driver's arrival.
• Grab said the cancellation fee in the above situations would go directly to the driver to compensate for the fuel and effort they have already spent travelling to the passenger.

Meanwhile, Grab also put a robust system so that fees are not charged in the following situations:

• No fee if passenger cancels within 5 minutes of getting assigned a driver.
• No fee if the driver isn’t moving towards the pick-up point (or going the wrong direction).
• No fee if the driver takes 15 minutes longer than the first estimated time of arrival (for example, if the passenger gets a driver who is 3 minutes away, but he or she has waited more than 18 minutes for the driver to arrive, the cancellation is free).
• No fee if the driver indicates that he has arrived when he or she has not.

In addition, Grab promises to refund any fees that were charged wrongly within 48 hours, when reported via their in-app Help Center.

Grab said it already informed the Land Transportation and Franchising and Regulatory Board about it’s new cancellation policy. —Anna Felicia Bajo/KBK, GMA News