ComfortDelGro (CDG), Singapore’s largest taxi operator, is set to introduce new fees for taxi cancellations and waiting times, with charges starting from at least S$3 (approximately US$2.33). The new policy will officially begin on July 31, but the company has announced a “waiver period” to help customers adjust.
During this period, cancellation fees will only be charged from September 1, and waiting fees will commence from October 15.
The purpose of this “waiver period” is to allow customers time to “be familiar with the policy, adapt their booking habits and provide feedback to ComfortDelGro,” as stated by the company. This progressive implementation aims for a smoother transition for both passengers and drivers.
ComfortDelGro’s detailed cancellation fee policy outlines several scenarios. Customers can cancel up to four rides per month without incurring a fee if their driver has not yet arrived at the pickup point. However, if they exceed this monthly quota of four cancellations, a S$4 fee will be applied.
A S$4 fee is also incurred if a customer cancels a ride when the taxi has already arrived at the pickup point, regardless of their monthly quota. For situations where a customer does not show up at a pickup point within five minutes after their taxi arrives, a S$5 no-show fee will be imposed.
According to information on ComfortDelGro’s website, drivers will only be allowed to cancel rides when their GPS data confirms they are at the designated pickup location and have waited for more than five minutes. Additional instances where customers may incur a cancellation fee include when the customer’s suitcase exceeds the stated capacity of their selected vehicle.
Regarding waiting fees, ComfortDelGro’s new policy grants customers a grace period where they will not be charged for the first four minutes of waiting. After this initial four-minute period, a fee of S$3 will be added to their fare for every additional five minutes of waiting time, up to a maximum total of S$9.
For the convenience of customers using cashless payment methods, cancellation fees will be automatically deducted from their chosen payment option. For customers who prefer to pay by cash, any incurred cancellation fee will be added to the fare of their very next ride. Waiting fees, on the other hand, are automatically calculated and added to the total fare at the completion of the trip.
ComfortDelGro has emphasised that these new policies are being put in place to ensure fairness for both passengers and drivers. The company explicitly stated,
“Our policies are in force to ensure that both parties are treated fairly.”
They further explained that the rationale behind these charges is to ensure drivers are fairly compensated for their time and effort through cancellation and waiting fees. The operator also believes that this policy will encourage more responsible booking and cancellation habits, improving the overall experience for everyone on the platform and aligning us with prevailing industry practices.
To prevent double charging, ComfortDelGro clarified that only one of the cancellation or no-show fees will apply in any single instance.
Similarly, customers will only incur a waiting fee if they complete the ride; conversely, cancellation or no-show fees will only apply if the trip is not completed. Customers who believe they have been wrongly charged for a fee can dispute it by calling the taxi operator’s hotline at 65524525 or by using the in-app message function within the CDG Zig app. This “waiver period,” as the company notes, will help both drivers and passengers “get familiar with the changes.”
It is worth noting that ride-hailing companies already have similar charges in place.
For example, Grab allows a free cancellation period of three minutes for most rides before a S$4 fee applies if cancelled more than three minutes after getting a driver. Grab also charges S$3 per block of five minutes of waiting time after a three-minute grace period.
Gojek provides a four-minute grace period before a S$4 cancellation fee is applied, or if the driver waits more than four minutes. Gojek′s waiting fee is an initial S$3 after four minutes, with subsequent S$3 charges for every five additional minutes, capped at S$9.
