GrabTaxi/GrabCar is known for their commitment in providing a better option for public transportation. They issued an apology to commuters since not everyone was able to avail of their service during the downpour last Tuesday, 8 September 2015.
According to GrabTaxi/GrabCar, many of their drivers were affected and got stranded, like the rest of Metro Manila, and were not able to accept bookings as they were caught in the jam that was caused by traffic congestion and flooded areas all over Metro Manila. They also stated that pushing through flooded road could have risked the safety of the passenger and their cars breaking down.
However, this doesn’t mean that GrabTaxi/GrabCar do not acknowledge feedback from their patrons. Which is why they are set to take active steps to increase the number of bookings accepted, to improve their passengers’ experience, including:
- Releasing of a few app updates in the coming weeks to improve the algorithm of matching demand and supply, particularly during peak hours. GrabTaxi/GrabCar is currently developing the app to address the accuracy of the availability of drivers.
- Enforcing stricter process when it comes to giving reprimand to drivers in case of using the app improperly (i.e. not switching off app if unable to accept bookings) and reminding them the demand for high service levels. GrabTaxi/GrabCar will not hesitate to investigate and deregister rowdy drivers, which is why rating and giving proper feedback to their drivers is highly being encouraged among passengers so that GrabTaxi/GrabCar will be able to take corrective actions, if any.
- Reviewing pricing model and effectiveness of the optional tip feature, while maintaining simplified fixed pricing for GrabTaxi/GrabCar passengers. The purpose of designing the fixed pricing model is to eliminate the worry among passengers for having unreasonable fares because of sudden circumstances like a different route, traffic, or surge in demand. In these cases, the tip function allows GrabTaxi/GrabCar to balance out high demand during low supply situations without forcing passengers to pay a surge. GrabTaxi/GrabCar is committed to reviewing this feature due to varying viewpoints and also to better suit the market.
GrabTaxi is set to meet with the LTFRB to discuss in detail consumer needs and feedback around GrabTaxi/GrabCar. They promise to continuously improve their service in providing a safe and reliable service for passengers in Manila.
Media statement: Natasha Dawn S. Bautista, Head of GrabCar Philippines