Monday January 20th, 2025

Advance Booking

Last modified: 15 October 2025

INTRODUCTION

Please read this Advance Booking Terms of Use carefully. This Advance Booking Terms of Use is to be read together with the Terms of Service (collectively, the “Terms of Service”). By using our Service, in particular, the Advance Booking feature found on the Grab Platform, you are deemed to have read, agreed and understood the terms and conditions of our Terms of Service, which are applicable to you. If you do not agree or no longer agree to the terms and conditions of our Terms of Service, please do not use or continue using our Platform or Service. 

All defined terms not defined in this Advance Booking Terms of Use, carry the same meaning as defined in the Terms of Service.

The Advance Booking is a feature on the Grab Platform which allows Consumers to book a transport ride up to ninety (90) days till seventy-five (75) minutes in advance.

 

CONSUMER – FEES

The applicable fee of your scheduled ride will be offered and shown when you select Advance Booking. Please note that the ride is still subject to other applicable surcharges that may apply at the time of booking (e.g., toll, waiting time fee, etc.).

Please note that once your Advance Booking is confirmed, Grab will issue a pre-authorized charge on your default mode of payment (i.e., Ovo, credit card, debit card, etc). The funds will appear on your statements as on “hold”, and will only be deducted once your ride is completed. If your ride is canceled, you will be refunded, subject to applicable cancellation policies.

 

CANCELLATION POLICY FOR ADVANCE BOOKING

Due to changes in circumstances which may be outside of the Consumers’ control, an Advance Booking ride may be canceled. However, in order to ensure that the relevant party is properly compensated, we apply conditions for payment of cancellation charge, as follows:.

  1. A cancellation fee will be applied if the Consumer’s Advance Booking ride is confirmed and accepted by a Driver-partner but is canceled by Consumer less than 60 minutes prior to the Consumer’s scheduled pick-up time or is canceled by Consumer after the scheduled pick-up time;
  2. Other than the above circumstances, Consumer is entitled to cancel the Advance Booking ride without any cancellation fee applied. 
  3. At the scheduled pick-up time, if the Driver-partner who accepted the Advance Booking does not arrive or arrives late, the Consumer may cancel after the scheduled pick-up time without incurring any charge. 
  4. In the event no Driver-partner is allocated after the scheduled pick-up time, the Consumer will also receive a compensation voucher when they cancel. 
  5. At the scheduled pick-up time, and for a specific period from 15 to 30 minutes after that, if there is no Driver-partner assigned to the Advance Booking, the Consumer is entitled to cancel for free and will be receiving a compensation voucher from Grab. 
  6. The Consumer will be subject to a cancellation fee if at the scheduled pick-up time and within 15 minutes after that, the Consumer does not show up. 
  7. The cancellation fee and compensation voucher for Advance Booking shall be communicated by Grab from time to time under the applicable means of communications at Grab’s sole discretion, including but not limited to through emails, in-app notification, and/or at the service information card shown at the booking screen.
  8. Compensation voucher shall be used for redemption of Grab’s services under applicable terms and conditions, and shall be subject to Grab’s policies as applicable at Grab’s sole discretion. 
  9. The Consumer shall also be subject to other applicable fees pursuant to the prevailing Cancellation policy as published in Grab’s website and notified to the Consumer from time to time. 

AIRPORT PICK-UP

  1. The pre-booked pick-up time will be adjusted automatically for any change in flight schedules (whether delayed or early) that is 30-minutes or more from the original arrival time. The booking will automatically be cancelled if the original arrival time is delayed for or arrives early by 6-hours or more, or if the flight is cancelled.
  2. There will be no time adjustment for a change of flight schedule that is less than 30 minutes.
  3. You understand that the arrival time (including new arrival timings) is an estimate only, and all timings are provided by a third-party service provider. Grab is not responsible for the third-party service provider’s failure to update Grab on any adjustment in the arrival time.
  4. You understand that the pick-up time is solely determined by you. Grab may provide you with a recommendation however, the final decision on the pick-up time lies with you and Grab is not responsible if you cannot arrive at the pick-up point on time. If you do not arrive on time, there may be penalties imposed on you in accordance with the prevailing Grab policies.

Never Miss A Flight Guarantee

1. Never Miss A Flight Guarantee is our commitment to get you to the airport on time when you book Advance Booking rides (“The Guarantee Programme”). The programme covers you if you miss your flight due to the following conditions:

1.1 You miss your flight after boarding the Advance Booking ride:

a) which is validly completed; and

b) Your assigned driver-partner cancels and we are unable to find you a replacement driver-partner up to the scheduled pick-up time; and/or

c) Your assigned driver-partner is too far away or unresponsive to your booking by the scheduled pick-up time.

If your Advance Booking ride encounters any of the circumstances listed above, you must book a replacement standard Grab ride (not an Advance Booking). This allows Grab to make every effort to get you to the airport on time. If you miss your flight despite making a replacement standard Grab ride booking, you will remain eligible for the Guarantee Programme.
 
2. Eligibility Criteria
 
2.1 Your ride must be an Advance Booking ride to an eligible airport within a city where the Guarantee Programme is available. The Guarantee Programme is currently only available in Jakarta for Advance Booking rides to Soekarno Hatta International Airport and Halim Perdanakusuma Airport. Grab is entitled to update the eligible airports from time to time.
 
2.2 You must book your Advance Booking ride at least 12 (twelve) hours before your scheduled pick-up time.
 
2.3 You are responsible for scheduling your Advance Booking ride with sufficient buffer time before your flight departure. The pick-up time is at least 3 hours before your flight, and this requirement applies to all pick-up locations as per the guidelines below:

Halim Perdanakusuma Airport

 

Passengers are required to depart from their residence (prior to departure)

Advance Booking Pickup Area

Domestic Flights

(in hours) 

International Flights

(in hours)

South Jakarta

3

4

Central Jakarta

3

4

South Tangerang

3

4

Bekasi City

3

4

Depok

3

4

Bogor City 

3

4

West Jakarta

4

5

Tangerang Regency 

4

5

North Jakarta

4

5

East Jakarta

4

5

Tangerang City 

4

5

Bogor Regency

4

5

Bekasi Regency

4

5

Soekarno-Hatta International Airport

 

Passengers are required to depart from their residence (prior to departure)

Advance Booking Pickup Area

Domestic Flights 

(in hours)

International Flights

(in hours)

South Jakarta

3

4

West Jakarta

3

4

Central Jakarta

3

4

South Tangerang

3

4

Tangerang Regency 

3

4

North Jakarta

3

4

Tangerang City 

3

4

East Jakarta

4

5

Bekasi City and Bekasi Regency

4

5

Depok, Bogor City and Bogor Regency

4

5

2.4 Only one person who was the account holder booking the Advance Booking ride will be eligible to claim the guarantee compensation, provided that his/her name must be listed in the flight booking. For avoidance of doubt, claims from booking on behalf of another person and/or claims from a person(s) who is/are in the same ride as the Advance Booking account holder should not be eligible to claim for the guarantee compensation.
 

2.5 Only applicable to Advance Booking rides which are paid via cashless methods.

3. Exclusion of Guarantee Cover
The Guarantee Programme shall not apply in the following circumstances:
 
3.1 Your Advance Booking ride had been assigned to a driver-partner but was cancelled by you before the driver-partner arrived, or the ride was ended mud-way for reasons not attributable to your assigned driver-partner;
 
3.2 You were more than 15 minutes late or you did not show up within 15 minutes of your scheduled pick-up time;
 
3.3 You made changes to the drop-off location or added a stop location on the way to the airport that resulted in you missing your flight;
 
3.4 The delay was caused by events beyond Grab’s control, such as road closures, severe traffic jam due to bad weather, riots, demos, floods, or airline-side disruptions; and/or
 
3.5 You are already claiming compensation for the same missed flight from an insurance provider, travel agent, or other party. No double claim is allowed for this Advance Booking.
 
4. Claims Submission
 
4.1 The compensation value shall be limited to reimbursement of the value of the missed flight fare (up to a maximum of IDR 3,300,000, for the account holder’s missed flight only);
 
4.2 The compensation value shall not cover any consequential, indirect, or incidental losses, including but not limited to additional accommodation, transport, meals, missed connections, or loss of business opportunities.
For avoidance of doubt, Grab will not compensate any consequential, indirect, or incidental losses in any form including but not limited to airmiles or any form of airline’s loyalty points.
 
4.3 Where the Consumer is already entitled to a compensation voucher under the Advance Booking Cancellation Policy for the same incident, the Consumer shall not be entitled to claim both benefits. Grab reserves the right to offset or adjust benefits to avoid double compensation;
 
4.4 Visit Grab Help Center to know more on claim submission or complete this form via online. Please access the form here: https://forms.gle/nemNsPuL5UR1fPwq8 
 
4.5 You must submit your claim within 14 days of your missed flight’s departure date.
 
4.6 Grab reserves the right to verify all claims using platform data and may request additional documents to process the claim. Incomplete forms or suspicious claims will result in the rejection of the claim.
 
4.7 Final claim approval decision will be at Grab’s sole discretion.
 

We reserve the right to add, amend or remove this Terms of Use at any time, without the need for prior notice. If you do not agree or no longer agree to any of the changes, you must stop using our Platform and Services. Please note that your continued use of our Platform and Services will mean that you have agreed and consented to any changes to this Terms of Service. 

These Advance Booking Terms of Use shall be governed by and construed in accordance with the laws of the Republic of Indonesia. Any dispute, controversy, or claim arising out of or in connection with these Advance Booking Terms of Use, including its validity, interpretation, implementation, or termination, shall be resolved exclusively by the courts of the Republic of Indonesia, unless otherwise mandated under applicable law.