Drivers cancelling booked trips are becoming less of a headache for Grab passengers.
Thirty days after launching its 100-day service improvement campaign, Grab announced last June 8 that the driver cancellation rate for booked trips had decreased by 50 percent.
Grab Philippines country marketing head Cindy Toh said that the 9 percent driver cancellation average in March fell to 4 percent in May. Toh mentioned that the result was brought about by Grab’s continuous approach to driver discipline.
“Our continuous approach towards driver discipline and quality has significantly improved driver performance resulting in a decline in booking cancellations,” Toh explained.
Many Grab passengers have complained in the past about driver cancellations. Toh said that most of the passenger complaints Grab receives are from items left inside the car or booking cancellations.
Grab launched its 100-day service improvement campaign last May 8. Among the changes and projects the transport network company announced include a new update to the mobile app, a new Passenger Code of Conduct, and a driver rewards program called Enhanced Driver Performance Incentives.
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