LTFRB to issue show cause order vs Grab over driver cancellations

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Metro Manila (CNN Philippines, April 22) — The Land Transportation Franchising and Regulatory Board will issue ride-hailing service Grab a show cause order over growing user complaints of drivers canceling their booked trips.

LTFRB Board Member Aileen Lizada said Sunday the transport network company must address passenger complaints before being raised to the transport regulators.

"Part po ng accreditation process ay kailangan makita naming merong in-house complaint mechanism. Try to imagine if maraming TNCs ang may mga complaints, LTFRB will be swamped," Lizada said.

[Translation: Part of the accreditation process is that they should have an in-house complaint mechanism. Try to  imagine if a lot of TNCs have complaints, LTFRB will be swamped.]

The issue stems from a viral Facebook post by user Karl Davin, showing his conversation with Grab driver Mario Telie Espino Tayan, who refused to cancel the booking after saying he can't attend to the passenger.

In a Facebook post, Grab Philippines Country head Brian Cu said the driver has been suspended, "and won't likely be able to drive on Grab again."

"Grab does not tolerate this behavior. I will have the team start mining all convos and start suspending drivers that do not meet our standards," Cu added.

Cu also said the company is taking a harder stance against this behavior.

Grab earlier said it is drafting additional and stricter measures to reduce driver cancellations while providing more incentives.

It said drivers who do not meet company standards may eventually be suspended. Cancellation cases are subject to investigation.

"We are encouraging the riding public to report complaints through our customer service hotline or app help center. Grab has doubled its internal Customer Experience team, now running with almost 400 agents, to quickly receive and resolve passenger complaints," Grab said.