ComfortDelGro sees 40% drop in cancellations after introducing $4 fee

SINGAPORE: Taxi operator ComfortDelGro has reported a 40% reduction in passenger cancellations following the introduction of a S$4 cancellation fee last month. The company also announced that the rollout of its new waiting fee, originally scheduled for next week, will be postponed by a month.

Under the revised policy, passengers are allowed up to four free cancellations per month before a taxi arrives at the pick-up point. A S$4 fee will be imposed from the fifth cancellation onwards. Passengers who cancel after the taxi has arrived will also be charged the S$4 fee.

The move has sparked a range of reactions from both commuters and drivers.

One commuter told 8World, “Some drivers said that if the car arrives but the driver is not there, they will not make any money, so I think it’s okay, it’s only $4.”

Another commuter agreed, saying, “This is better. Passengers have a better understanding of their time. Taxi drivers are also working hard to make a living. Don’t waste their time.”

A third commuter added, “Because making money is also very troublesome for them. Sometimes they wait for people, and if they don’t show up, they have wasted their time.”

Taxi drivers interviewed by 8World shared that the new charge has indeed reduced the number of last-minute cancellations.

“Time is very important to us, so I hope that this new fee is good and fair to everyone,” one driver said. “As long as we get a S$4 cancellation fee, we will feel that it is worth waiting for you.”

Another driver commented, “Sometimes customers cancel their trips after we arrive at the destination, which is unfair to us. The new measures will reduce this situation.”

A third driver noted the challenges they face daily: “It’s hard to get customers now. Sometimes drivers have to make U-turns and take detours. Customers complain to us, and we also encounter customers who make us want to complain.”

Meanwhile, the planned waiting fee — which could see passengers paying up to S$9 if they keep a ComfortDelGro driver waiting for more than four minutes — will now take effect next month instead of next Wednesday.

ComfortDelGro has not provided specific reasons for the delay but said the measure will be implemented after further review.