Grab: Drivers can cancel a trip after 7-minute wait for passenger

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Metro Manila (CNN Philippines, April 25) — Ride-hailing company Grab Philippines will try out next week a system where the app on an initial group of its units would have a timer that counts the minutes that drivers wait for their passengers for a trip, Country Head Brian Cu said Wednesday.

Under the plan, Grab drivers can cancel a trip after seven minutes of waiting for their passengers.

"That's one feature we're adopting. We're rolling that out soon... the timer which allows the driver to cancel," Cu told CNN Philippines' The Source.

The feature is borrowed from the transport network company's former local competitor, Uber, which it has since acquired. Uber had a waiting time of five minutes.

Under Grab's scheme, there is no fee imposed on passengers whose bookings are canceled.

"We can't roll it out to everyone because there are system integrity issues that need to be checked," Cu said.

Grab appeals to passengers: Update info

The new feature is just one of the tweaks Grab is making in the wake of growing complaints about its drivers cancelling bookings whenever they want.

Cu appealed to its passengers to update their personal data on the Grab app by including their real name instead of their user names.

"It's for drivers' peace of mind," Cu said. "(They) would have to ferry 30 strangers a day to make a living. They're more at risk."

Grab earlier banned 25 percent of its drivers from seeing passenger destinations beginning Friday. However, the destinations will be visible again for all drivers from 10:00 p.m. to 4:00 a.m.

Related: Grab to prohibit drivers from seeing passenger destinations before booking

Grab has since clarified that the feature serves as a security measure for drivers.

Cu said that the drivers covered by the feature are those with a history of numerous cancellations.

Grab is also rolling out an auto-accept feature which directly matches drivers with riders.

Watch the full interview with Cu here.