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Grab Gets Another Show Cause Order Over Driver Cancellation Issue

The remaining ride-hailing service in the Philippines, Grab is in hot water once again, due to growing user complaints of drivers cancelling booked trips. Due to this, The Land Transportation Franchising and Regulatory Board (LTFRB) will issue Grab a show cause order.  LTFRB Board Member Aileen Lizada said Sunday the transport network company must address passenger complaints before being raised to the transport regulators.

In an interview, Lizada said:

“Part po ng accreditation process ay kailangan makita naming merong in-house complaint mechanism. Try to imagine if maraming TNCs ang may mga complaints, LTFRB will be swamped.”

This new issue that got Grab in the hot seat ¬†once again stemmed from from a viral Facebook post by user Karl Davin. The post showed his conversation with a Grab driver who refused to cancel the booking after saying he can’t attend to the passenger.

Grab Philippines Country head Brian Cu immediately announced on another Facebook post that the driver has been suspended and is not likely to drive on Grab again and that they are taking a harder stance against this behavior.

On his Facebook post, Brian said:

“Grab does not tolerate this behavior. I will have the team start mining all convos and start suspending drivers that do not meet our standards.”

Grab earlier said it is drafting additional and stricter measures to reduce driver cancellations while providing more incentives. It said drivers who do not meet company standards may eventually be suspended. Cancellation cases are subject to investigation.

“We are encouraging the riding public to report complaints through our customer service hotline or app help center. Grab has doubled its internal Customer Experience team, now running with almost 400 agents, to quickly receive and resolve passenger complaints.”



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