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Spending hours behind the wheel as a driver-partner is no easy task. You may encounter unfavourable circumstances while on the job. Don’t worry! Here are some of the common scenarios that you may encounter and tips on what you can do to resolve the issue.

Scenario A  Passenger overpaid

Double payment is a common scenario, especially for frequent Grab passengers. Sometimes they forget that they have selected GrabPay as the mode of payment.

If this happens, please return the cash immediately and inform the passenger that they have paid through GrabPay. In case the passenger have exited the car before you realised they overpaid, you may visit here to report the incident.

Scenario B –  Delayed Transit Time

Multi-stop Rides is a great feature that allows passengers to add an extra stop in a single trip. However, some passengers might take advantage of this feature by stopping at a location for a prolonged period of time. We advise you to practise informing passengers politely at the beginning of a multi-stop ride that you are only allowed to wait for a maximum of 3 minutes at the extra stop.

If your passenger leaves you waiting for more than 3 minutes, kindly call us and we would cancel the trip on your behalf. Rest assured that your cancellation rate will not be affected.

Scenario C – Passenger didn’t pay

Sometimes we might come across passengers who are in a rush and they may unintentionally exit the car without paying. Other times, they may have forgotten that their mode of payment is cash.

If you are caught in this kind of situation, you may report cases of passengers not paying for their ride here. It is best not to go chasing your passengers as leaving your vehicle unattended may cause a bigger problem.

The scenarios above are just some of the common issues that Grab driver-partners face every now and then. You can always refer to this article if you have to deal with these types of unfortunate situations. Nevertheless, we got your back! You may always visit the Help Centre hereOur customer service is just one call away if you need further assistance.

Updates and new features!

Cashless Tipping Feature

We have launched a tipping feature for passengers. Passengers can now tip driver-partners for exceptional service. Click here to learn more!

Cancellation Policy Updates

From 25 March 2019 onwards, the RM3 Cancellation Compensation will be charged to passengers when they cancel their booking after 5 minutes or when they don’t show up for their booking and you cancel the ride with reason “Passenger no-show”. Click here to find out how this will work if passengers pay by cash.

Job Card Redesign

New Job Card Design will be available from 18 March 2019 onwards.

For GrabShare, (available in Klang Valley only) the passenger icon will indicate the number of passengers boarding your car.

Gong Xi Sama-Sama Reunion 2019

This year, the Chinese New Year celebration was conducted in 24 Grab operated cities. It gave us an opportunity to be up close and personal with all our driver-partners across the country as Chinese New Year is all about reunion.

If you would like to read more about the celebration, click here.

GrabAllStars Rewards – Monthly Highlights

GrabAllStars is a programme that provides benefits to driver-partners, through a wide selection of merchants. This includes cheaper pricing to reduce your daily expenses.

Here are some of the attractive rewards available for you to redeem this month:


Kindly be reminded that all members of the Grab community are required to follow the Code of Conduct and Terms of Services.

Enjoy 9% (RM8) Rebate at

  • Valid from 15 Jan 2022 – 28 Feb 2022
  • Minimum spend: RM88
  • Limited to 62,500 redemptions 
  • TWO(2) redemptions per user throughout the campaign

1. Campaign period is from 15 January 2022 (12:00am) – 28 February 2022 (11.59pm).
2. GrabPay users are eligible for a “RM8 rebate” in your “My Rewards” when you spend a minimum of RM88 on a single receipt via GrabPay Wallet.
3. The offer of “RM8 rebate” is limited to a total of 62,500 redemptions throughout the campaign period.
4. Offer is valid for TWO (2) in-store redemptions with a cap of ONE(1) redemption per user per day throughout the campaign. Shared across AEON Co, AEON BiG, AEON MaxValu Prime, and AEON Wellness throughout the campaign period. 
5. The “RM8 rebate” will be awarded instantly with a minimum transaction of RM88 with GrabPay at all outlets of AEON Co, AEON BiG, AEON MaxValu Prime, AEON Wellness; The rebate can be found under “My Rewards”. Rebate must be redeemed by clicking “use now” under “My Rewards” 30 days from the date of issuance.
6. The campaign will cease once all redemptions have been fully awarded or at the expiration of the campaign period, whichever is earlier.
7. Offer is based on a first come first served and while stocks last basis only.
8. Grab and AEON Group shall not be under any obligation to inform users, on any communication channels once the offer has been fully redeemed.
9. Offer is only available for AEON Co, AEON BiG, AEON MaxValu Prime, and AEON Wellness physical stores purchases at cashier counter only via GrabPay Wallet; offer is not applicable for online or GrabMart purchases.
10. Offer is not exchangeable for cash or replacements.
11. Offer is not valid with any other voucher, discount or promotion.
12. Grab and AEON Group reserve the right to alter, extend or terminate the promotion, or amend the terms and conditions at its sole discretion at any time without prior notice. In case of any disputes directly or indirectly arising from the promotion, the decision of Grab and AEON Group shall be final.
13. These terms and conditions shall be governed by the laws of Malaysia and any dispute arising out of or in connection with promotion shall be referred to the exclusive jurisdiction of courts of Malaysia.
14. This rebate is non-transferable to any party.