Mobile Phone Using Grab App

Grab Implements ₱50 Cancelation Fee

You might want to start being mindful about your Grab booking because if you have a penchant for canceling, it will now come with a price.

The leading ride-hailing platform, Grab, will now be implementing cancelation fees for canceled bookings. The measure is part of the company’s campaign “Better Everyday” and was implemented yesterday, April 29.

The ₱50 fee will only apply to bookings canceled after five minutes from being assigned to a Grab driver. It will also be applied to riders who are a no-show within five minutes (three minutes for GrabShare rides) upon the driver reaches the pick-up point.

The fees charged for cancellation and no-show will be given to drivers as compensation for their effort and fuel spent traveling to the pick-up point.

In a statement, 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. 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.”

Don’t fret, though, because you can still cancel a booking without incurring any charges. Just remember the following:

1) Cancel within five minutes after a driver is assigned to your booking.

2) If the driver isn’t moving toward the pick-up location (or going in the wrong direction).

3) If the driver takes 15 minutes or longer than estimated arrival time.

4) If the driver indicates he has arrived but has not.

Meanwhile, Grab has also announced a refund policy for incorrect fees charged within 48 hours. Riders must report the discrepancy in the app’s help center. Cash payments will be deducted to the fare on the next booking.

Drivers with excessive cancellations or ignored bookings will be locked out from the platform for a period of time. They will also be penalized if they fall under the required completion rate (based on completed bookings, ignored assignments, and cancellation rates). Drivers will also be flagged, suspended, or eventually banned for repeated low ratings and passenger complaints.

Source 1, 2


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