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  • February 11, 2025
Grab PH to innovate cancellation policy and user experience by 2025

Grab PH to innovate cancellation policy and user experience by 2025

MANILA, Philippines — Ride-hailing giant Grab Philippines said Tuesday it is taking “decisive steps” to reduce the number of cancellations of its bookings and improve users’ overall platform experience.

In a statement, Grab said its policy currently already penalizes drivers and passengers for excessive cancellations, with repeated violations leading to account suspensions.

“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. The new guidelines will limit cancellations to specific circumstances, such as traffic or emergencies, within a certain time frame,” Grab said.

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“Stricter penalties will also be imposed on drivers who abuse the system by making excessive cancellations or asking passengers to cancel trips on their behalf,” it added.

According to Grab, such changes demonstrate their commitment to balancing the needs of passengers and drivers while ensuring a seamless and fair experience for all.

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During the Senate panel on the public services hearing, also on Tuesday, fines against drivers who cancel trips were raised by Senator Raffy Tulfo.

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According to the senator, sanctions should apply in both directions and not only for passengers who cancel trips without a valid reason.

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The taxi company’s Public Affairs Head Gregorio Tingson said the fee is in accordance with the regulation set forth in the LTFRB and that they may charge P50 if there is a cancellation.

For his part, LTFRB Chairman Teofilo Guadiz III said that if and when a passenger is canceled by a driver and an appropriate complaint is filed, the penalty for the first offense is a fine of P5,000.

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“The offense is the refusal to transfer because you have accepted the passenger and then you do not want to take him to his destination. If a complaint is filed – we have had cases of this – we will punish the driver with a P5,000 fine,” Guadiz said.

Tulfo asked if they have sanctioned drivers for this and Guadiz replied in the affirmative.


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“We already have cases where we have imposed sanctions, but not too many because only a few report them to the LTFRB. We must be informed first. But as soon as we are notified, sanctions follow almost immediately after a show case,” he said.