(Eagle News)—Grab Philippines on Monday, April 23, said it had sanctioned around 500 of its drivers for their repeated and unjustified cancellations of bookings.
Grab Country Head Brian Cu made the statement after PBA Rep. Jericho Nograles revealed over the weekend that Grab did not comply with a 2015 Land Transportation Franchising and Regulatory Board order directing them to remove a feature that enabled drivers to refuse passengers.
“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.
He said Grab has “rolled out additional and stricter measures to address issues on cancellations and this is just the start.”
He said for instance that only a 5 percent cancellation was allowed.
He said those above 10 percent could face sanctions.
“We promise to improve to provide the quality of service our passengers deserve,” he added.
He said on the part of passengers though, they should be responsible in maintaining minimal valid cancellations.
He said they should also keep waiting time to no more than seven minutes.
“Passengers with reported complaints my also face sanctions,” he noted.