Solon urges Grab to change cancellation rate policy

MANILA A party-list lawmaker on Tuesday urged ridesharing firm Grab Philippines to adjust its cancellation rate policy following mounting complaints against drivers cancelling booked trips of its passengers.

In a statement, Kabayan Rep. Ciriaco Calalang said Grab's cancellation rate method is "inappropriate" as he suggested that 24 cancellations per day is the proper method and threshold.

Calalang said that Grab transport network vehicle services (TNVS) units were issued certificates of public convenience (CPC) and provisional authority (PA) by the Land Transportation Franchising and Regulatory Board (LTFRB), which means that the TNVS are performing a public service.

"If a TNVS driver cancels at least 24 accepted bookings in a day, that is an average of one cancellation per hour and that I believe is enough information and reason to conclude that driver is reneging on its commitment to perform the public service authority it got from LTFRB," he said.

The lawmaker said if Grab does not revise its cancellation rate policy soon, then LTFRB should step in to enforce discipline with appropriate sanctions ranging from CPC and PA suspension to cancellation.

Grab country head Brian Cu said the firm only allows a cancellation rate of 5 percent as metric for the incentives of its drivers.

Cu said drivers with 10 percent and above cancellation rate per week may face sanctions such as suspension and complete banning from the platform.

Grab gave its assurance to intensify its campaign to purge abusive drivers among its ranks to better serve its riders.

The ride-hailing service has already sanctioned some 500 drivers following its investigation on complaints of cancelled trips by its drivers.

Source: Philippine News Agency