GRAB Philippines (MyTaxi.ph, Inc.) is set to launch in July new features in its ride-hailing mobile application, which would make it easier for users to pin pick-up points in the map, avoiding mismatch in locations.
“Our aim is to be our passengers’ partner for better trips at all times. We have carefully studied new features that will further enhance our services while ensuring passenger safety on the road,” Grab Country Head Marketing Manager Cindy Toh was quoted as saying in a statement.
Grab will also introduce an in-app SOS button, which passengers may use to report any untoward incident during a ride. Upon tapping the button, the application will connect the phone to 911 and send text messages to registered contacts in case of emergency.
Grab also urged users to send their complaints through the app’s Help Center. It said it is partnering with a call center that will receive concerns raised by riders.
“We know that this is not easy. While we cannot change everything overnight, we can assure that the Grab experience will only get better,” Ms. Toh added.
At the same time, Grab said is rolling out several initiatives for drivers, amid complaints from passengers regarding ride cancellations and rude drivers.
These initiatives are: Enhanced Driver Performance Incentives — which will reward drivers based on rating, feedback and number of rides; Driver Code of Conduct — a set of rules for drivers on proper road conduct; Grab Driver Academy — a set of modules on road courtesy, customer service, data privacy and social media handling; and Driver Rewards Program — which will provide a lounge for drivers and give out discounts on gas and maintenance. — Denise A. Valdez