Grab Is Hiding Rider Destinations From Its Drivers To Reduce Trip Cancellations

Starting from the Philippines.

Cover image via Fortune

Following an internal investigation into rampant ride cancellations, Grab Philippines is putting its foot down by introducing a feature that will restrict selected drivers from knowing passengers' destination upon booking

Image via Tech in Asia

The masking feature will be rolled out to Grab drivers with historically low acceptance rate starting 27 April, ABS reported.

"We will never tolerate any behaviour that compromises the quality of our service. We see every post and complaint. We apologise that our services fell short. However, we will move forward.

"We have rolled out additional and stricter measures to address issues on cancellations and this is just the start. We promise to improve to provide the quality of service our passengers deserve," said Grab Philippines country head Brian Cu, who was apologetic when asked about the cancellations.

However, the feature will be disabled during wee hours in the morning for "protection" purposes.

An auto-accept feature is also in the works, which will allocate rides to drivers automatically and provide a more seamless experience in accepting passengers request

"We want to vastly improve our services; hence, our consecutive decisions to sanction 500 errant drivers over the week, and now the non-showing of the passenger destination and the auto-accept feature," Cu said.

Despite widespread scrutiny on its drivers, Cu said the lack of cars is the main reason for the difficulty in booking rides, as reported by The Inquirer.

It is unclear if these features will be deployed in other countries where Grab operates in. Stay tuned as we will update this story when there's more info.

Do you think Grab should implement these features in Malaysia? Let us know your thoughts in the comments section below.

Earlier this week, a viral video showing a Grab passenger cursing at a driver went viral on social media:

Grab drivers in Malaysia have been pleading with riders to behave better:

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