Grab vows stricter sanctions on drivers amid mounting complaints

Grab Philippines said it will impose tougher sanctions on its drivers after receiving various complaints from customers.

Riders have reported Grab drivers for being picky with passengers and using various overcharging and cancellation schemes.

On Saleema Refran's report on Unang Balita on Thursday, Grab country head Bryan Cu said efforts were in place to sanction the drivers being called out.

"Lahat po 'yan, nakikita po natin and may sanctions na ini-impose," Cu said.

This was after a post about a driver calling his passenger "pa-bebe" and "pa-sosyal" had gone viral, as well as a screenshot of a driver asking a rider to pay double for a going outside Metro Manila. Cu had clarified that Grab was not authorized to double the payment for such trips.

"Ang rule po natin ay what the fare is, it's the fare...Walang dagdag, walang bawas," he reiterated.

The Land Transportation Franchising and Regulatory Board (LTFRB) reminded Grab drivers that complaints could result in the cancellation of their franchises.

"Lahat ng makikita namin na complaints sa social media accounts ng LTFRB, we will not hesitate to issue show-cause orders and sanction immediately," LTFRB board member Aileen Lizada said.

"If you already have your franchise or PA, we may cancel or suspend it...If you are applying, as in now applying, we may blacklist you," she added.

In an interview, a rider claimed her driver found a way to demand payment higher than the fixed fare without leaving any "evidence."

"Pagsakay namin, sabi nung driver, ma'am, padagdag nalang ng P200. Hindi nila tinawag or tinext using the app para walang evidence na nanghingi sila or hindi mo ma-screenshot," she said.

The LTFRB also received multiple complaints about drivers who fail to arrive after intentionally "waiting" for the rider to cancel the trip.

Cu also advised drivers not to be too quick in cancelling bookings, as these accumulate on their records and affect their incentives.

Bobby Coronel of the Transport Network Vehicle Service Leaders Council said they welcomed tougher sanctioning but emphasized that their members need their income as drivers to support their families.

"Kung may nagmalasakit man na ito lang talaga ang dapat niyang kikitain sa isang araw. Sa sobra pong mahal ng gasolina, wala na pong naiuuwi 'yung mga miyembro po namin," he said.

Grab attributed the frequent price surges to a 70-percent rise in the demand for drivers since its regional office bought its ride-hailing competitor, Uber. — Margaret Claire Layug/BM, GMA News