ComfortDelGro to introduce new taxi cancellation, waiting fee policy
SINGAPORE - Singapore's largest taxi operator ComfortDelGro will be introducing a new cancellation and waiting fee policy from July 31.
In a Facebook post on July 16 announcing the change, ComfortDelGro said that charges under the new policy will be applied only after a waiver period – from Sept 1 for the cancellation fee, and from Oct 15 for the waiting fee.
During this period, no charges will be applied even if the fee conditions are met, which ComfortDelGro said allows both customers and drivers to familiarise themselves with the new policies before it is fully enforced.
Under the new cancellation policy, customers are accorded four free cancellations a month, usable only when a taxi has yet to arrive at a pickup point. After these are used, a $4 fee will be charged.
However, if a taxi has arrived at a pickup point – determined by its GPS data – and a customer cancels the ride, the $4 fee will be charged regardless of the remaining free cancellation quota.
A no-show by customers, defined as them not being at the pick-up point more than five minutes after the taxi arrives, will incur a charge of $5.
A waiting fee will be charged if the taxi waits for them for more than four minutes. For every additional five minutes of waiting, $3 will be added to the customer's fare, up to a maximum of $9.
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Describing its new policies as 'fairer', the transport operator said that the move was so 'everyone's time is respected, and drivers are fairly rewarded when plans change last minute'.
On its website , ComfortDelGro clarified that the fees are mutually exclusive - a waiting fee will only be charged if a customer completes a trip, while a cancellation or no-show fee is only applicable if a customer fails to complete the trip.
Customers using cashless payment methods will have the fees deducted automatically, while those paying by cash will see the fee added to their next ride's fare via ComfortDelGro's Zig app.
ComfortDelGro also assured customers that drivers will also suffer consequences for cancelling, and that there are 'policies are in force to ensure that both parties are treated fairly'.
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