Grab says driver cancellations down by 50% in May

June 8, 2018

Grab Philippines said driver cancellations fell by 50 percent announcing a campaign to improve  passenger ride experience and driver behavior and welfare.

Cindy Toh, Grab country marketing head, said driver cancellation rate has gone down to 4 percent this May, from a nine percent average in March.

“Our continuous approach towards driver discipline and quality has significantly improved driver performance resulting in a decline in booking cancellations,” Toh said.

The Philippine Competition Commission (PCC) recently said Grab's service has declined after it acquired rival Uber, citing higher prices and price surging.

Grab said driver productivity improved due to enhancements in the driver app allocation system and new features.

As a result, full-time drivers are taking 10 percent more rides on average per month.

This allows the company to serve more passengers despite the current undersupply of cars.

In line with its promise to improve complaint resolution time through an expanded customer experience team, Grab announced that 80 percent of complaints are now resolved within 6 hours.

Toh said the top passenger complaints are mostly items left in the car and booking cancellations. DMS