RIDE-HAILING firm Grab Philippines is set to implement a revised policy on booking cancellation by the first quarter of 2025 to further improve the platform’s reliability.
Following the Senate hearing on Tuesday regarding the drivers’ cancellation of bookings, Grab said in a statement it is taking decisive steps to further reduce cancellations and improve the overall platform experience.
By the first quarter of 2025, Grab will implement a revamped cancellation policy developed in consultation with driver communities and the Land Transportation Franchising and Regulatory Board (LTFRB).
Current policies penalize drivers and passengers for excessive cancellations, with repeated violations leading to account suspensions, Grab said.
The new guidelines will limit cancellations to specific circumstances, such as traffic or emergencies, within a defined timeframe, it added.
Stricter penalties will also be enforced for drivers who abuse the system by canceling excessively or asking passengers to cancel rides on their behalf, the company said.
It said these changes underscore its commitment to balancing the needs of passengers and drivers, while ensuring a seamless and fair experience for all.
Under Memorandum Circular No. 222-028, LTFRB imposed a P50 cancellation fee to passengers who cancel after five minutes from the time that a booking has been confirmed by the transport network vehicle
