Grab Philippines said over the weekend the complaints over the P50 charge on canceled rides are “isolated” as the cancellation fee was approved by the Land Transportation Franchising and Regulatory Board.
“Over the past two weeks, we have received feedback from five passengers regarding Grabcar P50 cancellation fee. We want to assure the public that these feedback are isolated occurrences, and that they can always rely on Grab to provide a fair, safe and efficient platform for their mobility needs,” Grab said in a statement.
“After doing an investigation, we can confirm that there have been no deliberate efforts from our driver-partners to take advantage of passengers, and misuse the Grab Cancellation Fee Policy to their advantage,” it said.
Grab said the fee kicks in when a passenger cancels after a five-minute grace period had lapsed. “The fee is intended to directly compensate drivers – not Grab, who have already started traveling towards the designated pick-up point,” it said.
Grab said the cancellation fee was approved by the LTRB in 2021, under the MC 2020-028. This measure was put in place to encourage responsible usage of ride-sharing services and enhance the overall experience for both passengers and drivers.