LTFRB probes Grab over vlogger's claims on booking refusals

The Land Transportation Franchising and Regulatory Board (LTFRB) said on Sunday it will issue a show-cause order to ride-hailing company Grab Holdings following claims by one of its Transport Network Vehicle Service (TNVS) partners in a vlog about declining passenger bookings.

LTFRB Chairperson Atty. Vigor Mendoza II said drivers of ride-hailing platforms, like all public utility vehicle operators, are required to transport passengers to their destinations once they accept bookings.

He emphasized that refusing to transport passengers violates the conditions of a driver’s provisional authority and Certificate of Public Convenience (CPC), and is punishable under existing regulations.

“Ride-hailing services are covered by the same rules governing public transport, including the prohibition against refusing passengers,” Mendoza said.

The clarification came after the LTFRB received a video circulating online in which a vlogger, who identified himself as a TNVS partner of Grab, claimed that drivers are allowed by the platform to decline bookings.

The vlogger also said drivers may refuse trips if they feel uncomfortable with a passenger’s destination.

Mendoza rejected the claim, stressing that the authority granted to TNVS operators is intended to serve the riding public, not the personal convenience of drivers.

He warned that such statements could mislead both drivers and passengers and undermine regulations governing ride-hailing operations.

The LTFRB said Grab would be asked to explain the matter and identify the vlogger involved, as part of its investigation into whether the company tolerates or permits booking refusals.

Mendoza also urged transport network companies to ensure their drivers are fully informed of the rules, particularly those prohibiting refusal to convey passengers and requiring the provision of safe and reliable transport services. — MCG, GMA News