GrabTaxi today issued a statement apologizing for its failure to accept bookings during the massive strandings due to traffic congestion and floods which affected Metro Manila in the middle of this week.
“We would like to apologize to commuters as not everyone was able to get a ride home via our service during the downpour last Tuesday, 8 September 2015,” GrabCar Philippines Head Natasha Dawn S. Bautista stated.
While the company committed to providing a better option for public transportation, “Many of our drivers were affected and got stranded, like the rest of Metro Manila, so they were not able to accept bookings as they were caught in the gridlock,” she explained.
“The flooded road conditions also meant that they would have risked passenger safety and their cars breaking down,” Bautista stressed.
However, GrabTaxi acknowledged it can still improve its passengers’ experience and pledged to take active steps to increase the number of bookings accepted.
Already, it has lined up the release of a few app updates in the coming weeks to improve the algorithm of matching demand and supply, particularly during peak hours.
Currently, availability of drivers can be more accurate and we are further developing the app to address that.
GrabTaxi will also enforce stricter process of reprimanding drivers for the improper use of the app, such as not switching off app if unable to accept bookings, and remind them on the high service levels expected.
“We will not hesitate to investigate and deregister errant drivers. We urge passengers to rate our drivers and give proper feedback in our app so that we may be able to take corrective actions, if any,” according to the GrabTaxi head.
They are also reviewing pricing model and effectiveness of the optional tip feature while maintaining simplified fixed pricing for GrabCar passengers.
The fixed pricing model was designed so that passengers don’t have to worry about unreasonable fares because of unforeseen circumstances like different route, traffic, or surge in demand.
”In the event that these happen, the tip function allows us to balance out high demand during low supply situations without forcing passengers to pay a surge. There have been varying viewpoints on the value of this feature, and we commit to reviewing it to better suit the market,” she elaborated.
“We will be meeting with the LTFRB to discuss in detail consumer needs and feedback around GrabTaxi/GrabCar and we will continuously improve our service to provide a safe and reliable service for passengers in Manila,” Bautista concluded.
TECHNOLADY 