Grab punishes almost 500 drivers over unjustified booking cancellations

A commuter books a vehicle via ride-hailing app Grab in Metro Manila. (Photo by RICHARD A. REYES / Philippine Daily Inquirer)

Grab Philippines has meted sanctions on nearly 500 drivers last week following an internal investigation over mounting complaints against drivers who inexcusably cancel passengers’ ride bookings.

In a statement issued on Monday, Grab Country Head Brian Cu apologized that their services “fell short,” as he vowed to further intensify the ride-hailing company’s campaign to purge driver ranks in a bid to serve its passengers better.

“We will never tolerate any behavior that compromises the quality of our service. We see every post and complaint. We apologize that our services fell short. However, we will move forward,” Cu said.

“We have rolled out additional and stricter measures to address issues on cancellations and this is just the start. We promise to improve to provide the quality of service our passengers deserve,” he added.

The Grab official said only 5 percent cancellation rate is allowed as metric for incentives.

Those with 10 percent and above cancellation rate per week may face sanctions such as suspension as well as removal and complete banning from the platform.

Cu, however, urged their customers to also be responsible by maintaining minimal and valid cancellations, and keeping wait time to no more than seven minutes

“Passengers with reported complaints my also face sanctions,” he noted.  /kga