Over the past two weeks, we have received feedback from five (5) passengers regarding Grabcar PhP50 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.
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. We would like to clarify that the fee kicks in when a passenger cancels after a 5 minute grace period has lapsed. The fee is intended to directly compensate drivers – not Grab, who have already started traveling towards the designated pick-up point.
The Cancellation Fee was approved by the Land Transportation Franchising and Regulatory Board(LTFRB) 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.
On instances wherein passengers believe that the cancellation fee has been inaccurately applied on their accounts, we encourage them to file a claim through our Help Center
(https://help.grab.com/passenger/en-ph/). Our dedicated team will promptly review each claim and ensure a fair resolution. If the cancellation fee was not appropriately applied, Grab will immediately credit the amount back to the passenger’s Grab account.
Grab has been and will always put safety as its top priority. As a platform, Grab will always have its passengers and drivers best interests at heart, and will continue to balance the needs of both its stakeholders.
