Grab is taking bold steps to combat ride cancellations and enhance the user experience across its platform, with a new cancellation policy set to launch by 1Q 2025. Currently, Grab enforces penalties for both drivers and passengers who cancel rides excessively, with repeated violations resulting in account suspensions. However, the company is now working to refine its approach.
In a move to further reduce cancellations, Grab is rolling out a revamped set of guidelines developed in consultation with its driver community and the Land Transportation Franchising and Regulatory Board (LTFRB). The new policy will introduce more defined circumstances under which cancellations are permissible, including traffic delays or emergencies, all within a specified timeframe.
Additionally, stricter penalties will be imposed on drivers who abuse the system—whether by canceling rides excessively or persuading passengers to cancel on their behalf.
This policy overhaul aims to strike a fair balance between passengers and drivers, reinforcing Grab’s commitment to a smoother, more reliable ride-hailing experience for all users.
