ComfortDelGro, Singapore’s largest taxi operator, is set to implement new cancellation and waiting fee policies aimed at enhancing reliability for both passengers and drivers. Starting 31 July 2024, customers using the CDG Zig app will experience these changes with a ‘waiver period’ in effect to allow for familiarisation.
New Fee Structure
- Cancellation Fees: Customers can cancel up to four rides per month without penalty if the driver hasn’t arrived at the pickup point. Beyond that, a S$4 fee applies.
- No-Show Fees: If a customer fails to show at the designated pickup after five minutes, a S$5 fee will be incurred.
- Waiting Fees: After a grace period of four minutes, a S$3 charge will be added for every subsequent five minutes of waiting, topping out at S$9.
Waiver Period
During the initial waiver period, customers won’t incur fees even if cancellation conditions are met. The cancellation fees will officially kick in on 1 September 2024, while waiting fees will take effect from 15 October 2024.
Policy Intentions
ComfortDelGro has articulated that these new measures are designed to be transparent and equitable, ensuring that drivers are fairly compensated for their time. “This policy encourages responsible booking and cancellation practices,” the company stated.
Customer Feedback
Users of the CDG Zig app have already begun receiving notifications regarding the upcoming changes, prompting a mixed reaction. While the notification acknowledged the importance of valuing drivers’ time, it also caused confusion about the timing of the policy’s implementation.
Customers are encouraged to reach out to ComfortDelGro’s customer service hotline at 6552 4525 for assistance regarding any concerns or errors related to these new fees.