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Heads up, Grab riders! Grab Philippines will start imposing a P50 fee for cancellations and no-shows.

The P50 penalty will apply to those who will cancel their rides after 5 minutes of getting assigned a driver or those who did not show up at pick-up points within 5 minutes for GrabCar and 3 minutes for GrabShare.

Penalties for both passengers and drivers

Passenger accounts will be suspended for 24 hours if they cancel a ride twice in an hour, thrice in a day, or 5 times within a week.

Meanwhile, drivers will also be penalized or may be “locked out of the platform” for cancelling passenger bookings without proper reason and for being selective of passenger destinations.

The ride-hailing firm explained that this new policy aims to curb unreasonable cancellations by both drivers and passengers.

“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,” Grab President Brian Cu said.

Fees are added to the next ride

Grab also said that the cancellation fees are added to the next booking fee if the passenger is paying in cash. Passengers will automatically get 30 rewards points if the driver cancels a ride.

However, the company also clarified that fees will not be imposed for the following situations:

  • Passenger cancels within five minutes of getting an assigned driver.
  • The driver is not moving towards the pick-up point or going to the wrong direction.
  • Driver takes 15 minutes longer than the first estimated time of arrival.
  • The driver indicates that he/she has arrived when he/she has not.

The platform said it was willing to refund wrongly charged fees within 48 hours, when reported via their in-app Help Centre. Grab’s new policy will be implemented for both riders and passengers and is expected to be completed by the end of May.

“We will be implementing this initially to the first 10 percent of the riders and drivers with its full implementation set by end May. We will be rolling out official communications for passengers and drivers starting this Monday,” Grab PR manager Krhizzy Pasigan said in an interview with the Philippine News Agency.

Photo by Camille Ante/Manila Bulletin


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