Grab Taxi Apologizes for Failure to Accept Bookings

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.

Grabcar, 1st govt-legalized transport network firm

Grabcar, the private hire vehicle booking service available via the GrabTaxi app, was the first and only service of its kind which the government accredited Transportation Network Company (TNC) in the country, and in the region, for that matter.

“With our full accreditation from the Land Transportation Franchising & Regulatory Board, more Filipino commuters will be able to use Grabcar and  be confident that we offer a legitimate and safe private hire service, ” according to Grabcar Head Natasha Bautista.

Just in May, this year, the Department of Transportation and Communications created a new classification to accommodate mobile, app-based booking services.

Last week, July 3, Grabcar became the first company to complete all the state requirements – business permit, Bureau of Internal Revenue registration, business model proposal, complete with fare rates, service charges plus complaint mechanism versus vehicle owners as well as drivers – and gain full accreditation as a TNC.

For this reason, safety remains to be Grabcar’s top priority.

“We are committed to screen and train our GrabPèer drivers for Grabcar in full compliance with LTFRB accreditation requirements, with the highest standard possible, ” Bautista stressed.

GrabTaxi’s mission is to revolutionize Southeast Asia’s transport industry. Its core product is an on-demand dispatch service with Global Positioning System enhancements, allowing passengers to hail the nearest available taxi, car or motorbike with ease.

Since its founding in 2012, over 101,000 drivers have been using GrabTaxi smartphone- based technologies to receive bookings in Malaysia, Philippines, Vietnam, Thailand, Indonesia and Singapore.

With over 5.5 million downloads of the GrabTaxi mobile app around the region and 10 bookings per second, GrabTaxi has become the market leader in Southeast Asia.