GrabTaxi apologizes to commuters, vows to improve service

Commuters wade through floods along Chino Roces Avenue in Makati after heavy rains pummeled Metro Manila and surrounding areas. Photo by Kristine Sabillo

Following complaints from passengers, GrabTaxi has apologized for its drivers who failed to pick-up commuters on Tuesday amid heavy rains and massive traffic.

“GrabTaxi has always been committed to providing a better option for public transportation. We would like to apologize to commuters as not everyone was able to get a ride home via our service during the downpour last Tuesday, 8 September 2015,” GrabTaxi said in a statement.

Grabtaxi said many of their drivers were also affected by the downpour that resulted to traffic congestion.

READ: Rains spawned by thunderstorm pummel Metro Manila, nearby areas

“Many of our 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 gridlock. The flooded road conditions also meant that they would have risked passenger safety and their cars breaking down,” it said.

The app-based transport service vowed to improved their service by taking “active steps to increase the number of bookings accepted.”

Among the steps to be undertaken include implementing application updates to improve the algorithm of matching demand and supply, enforce stricter process of reprimanding drivers for the improper use of the application, reviewing the price model and effectiveness of the tip feature.

GrabTaxi said it would meet with the Land Transportation Franchising and Regulatory Board to discuss the matter.

“We will be meeting with the LTFRB to discuss in detail consumer needs and feedback around GrabTaxi/GrabCar and we will continuously improve our service to provide a safe and reliable service for passengers in Manila,” it said.

READ: IN PHOTOS: Heavy rains flood parts of Metro Manila

Complaints about choosy drivers of GrabTaxi were reported after thousand of commuters in the metropolis were stranded on Tuesday due to torrential rains, which flooded parts of Metro Manila. Nestor Corrales/RAM