{"id":38304,"date":"2019-03-17T00:00:56","date_gmt":"2019-03-16T16:00:56","guid":{"rendered":"https:\/\/www.grab.com\/my\/?p=38304"},"modified":"2020-02-05T17:18:32","modified_gmt":"2020-02-05T09:18:32","slug":"service-policy-update-my","status":"publish","type":"post","link":"https:\/\/www.grab.com\/my\/zh\/blog\/driver\/service-policy-update-my\/","title":{"rendered":"Service Policy Update"},"content":{"rendered":"

Tekan disini untuk terjemahan Bahasa Melayu<\/span><\/a><\/p>\n

We are always <\/span>listening to your feedback and in the past year we have made various improvements to serve you better. The <\/span>additional cancellation reasons<\/a><\/span>\u00a0were introduced so it would<\/span>\u00a0not affect your Cancellation Rate. <\/span><\/p>\n

Then to further protect you from these negative experiences, we also introduced Cancellation Compensation for <\/span>\u201cPassenger No-Show\u201d cancellations<\/a><\/span>\u00a0and late cancellation fee. <\/span><\/p>\n

However, we understand that this has not been enough to reduce the number of cancellations you have experienced while driving. <\/span><\/p>\n

Therefore,<\/span>\u00a0<\/span>in order to protect your earnings <\/span>and reduce cancellations by passengers<\/span>, <\/span>the <\/span>Cancellation Compensation<\/span>\u00a0fee will be <\/span>charged to passengers<\/span>\u00a0end of<\/span>\u00a0<\/span>*March 2019 <\/span>when:<\/span><\/p>\n

    \n
  1. Passenger cancels <\/span>after 5 minutes <\/span>of booking;<\/span><\/li>\n
  2. Passenger don\u2019t show up for their booking and you cancel the ride with reason <\/span>\u201cPassenger no-show\u201d.<\/span><\/li>\n<\/ol>\n

    This fee will be added to your <\/span>Cash Wallet<\/span>\u00a0to compensate you for your time on the road. Please note that you are <\/span>not<\/span>\u00a0eligible for any compensation if you do not move towards the passenger, or if you take too long to arrive.<\/span><\/p>\n

    *Available in <\/span>Klang Valley on 25 March 2019<\/span>\u00a0and in <\/span>other cities on 27 March 2019.<\/span><\/p>\n

    IMPORTANT: Please only tap on \u2018I\u2019ve Arrived\u2019 when you have reached the pick-up point<\/span><\/p>\n

    If you tap on \u2018I\u2019ve Arrived\u2019 before reaching the pick-up point, you will receive a notification that your current location does not match the pick-up point. To be eligible for cancellation fees, please make sure you press \u2018Yes\u2019<\/span>\u00a0<\/span>in the notification message only when you’re<\/span>\u00a0AT the pick-up point<\/span>.<\/span>\u00a0 <\/span><\/p>\n

    \"\"<\/p>\n

    \n

    Collection Passenger Penalty Fees<\/span>\u00a0<\/span><\/p>\n

    If you see <\/span>\u201cPassenger\u2019s penalty\u201d<\/span>\u00a0on the Payment screen for a <\/span>cash booking,<\/span>\u00a0be sure to collect it!<\/span>\u00a0 <\/span><\/p>\n

    This fee is from your passenger\u2019s <\/span>previous cash booking<\/span>. The passenger either cancelled late or didn\u2019t show up for his\/her last ride, that\u2019s why you will be collecting this fee on behalf of the previous driver-partner. <\/span>Grab will deduct this amount from your <\/span>Credit Wallet<\/span>\u00a0after the trip.<\/span><\/p>\n

    As a safeguard,<\/span>\u00a0jobs with \u201cPassenger\u2019s penalty\u201d will not affect your Driver Rating (DR<\/span>). This allows you to collect the fee without any worry that it will affect your ratings. <\/span><\/p>\n

    \"\"\u00a0 \u00a0 \u00a0\"\"<\/p>\n

    \"\"<\/p>\n

    \n

    FAQs<\/span><\/h3>\n

    What is the Cancellation Compensation fee amount?<\/span><\/p>\n

    The fee amount is based on your service type and city. For that information, please refer to your city\u2019s weekly incentive table that is sent every Sunday evening via an in-app notification. <\/span><\/p>\n

    For driver-partners in Klang Valley, Penang and Kota Kinabalu, please go <\/span>here<\/a><\/span>\u00a0to view the fee amount under \u201ckey changes\u201d for your city.<\/span><\/p>\n

    What is this \u201cPassenger\u2019s penalty\u201d?<\/span><\/p>\n

    This is the fee from your passenger\u2019s previous booking. Do collect it as Grab will deduct this amount from your Credit Wallet after the trip.<\/span><\/p>\n

    What happens if I forgot to collect the \u201cPassenger\u2019s penalty\u201d fee?<\/span><\/p>\n

    Grab will still deduct this amount from your Credit Wallet. However, do contact Grab\u2019s Customer Support so that we can assist you.<\/span><\/p>\n

    What if the passenger refuses to pay the \u201cPassenger\u2019s penalty\u201d fee?<\/span><\/p>\n

    Please avoid confronting the passenger. Report it via <\/span>Help Centre<\/a><\/span>\u00a0\u201cMy Passenger didn\u2019t pay\u201d after the ride ends so that we can assist. <\/span><\/p>\n

    What if the passenger gives me 1 star for collecting the \u201cPassenger\u2019s penalty\u201d fee?<\/span><\/p>\n

    Don\u2019t worry, jobs with \u201cPassenger\u2019s penalty\u201d will not count towards your Driver Rating.<\/span><\/p>\n

    The passenger cancelled after 5 minutes but I didn\u2019t receive any compensation. Why?<\/span><\/p>\n

    This is likely because you were not travelling towards the passenger, or took too long to arrive. Do ensure that you arrive at the pick-up point on time.<\/span><\/p>\n

     <\/p>\n

    Kindly be reminded that all members of the Grab community are required to follow the Code of Conduct<\/a> and Terms of Services<\/a>.<\/em><\/span><\/p>","protected":false},"excerpt":{"rendered":"Tekan disini untuk terjemahan Bahasa Melayu We are always listening to your feedback and in the past year we have made various improvements to serve you better. The additional cancellation reasons\u00a0were introduced so it would\u00a0not affect your Cancellation Rate. Then to further protect you from these negative experiences, we also introduced Cancellation Compensation for \u201cPassenger […]","protected":false},"author":423,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[21,3],"tags":[],"acf":[],"_links":{"self":[{"href":"https:\/\/www.grab.com\/my\/zh\/wp-json\/wp\/v2\/posts\/38304"}],"collection":[{"href":"https:\/\/www.grab.com\/my\/zh\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.grab.com\/my\/zh\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.grab.com\/my\/zh\/wp-json\/wp\/v2\/users\/423"}],"replies":[{"embeddable":true,"href":"https:\/\/www.grab.com\/my\/zh\/wp-json\/wp\/v2\/comments?post=38304"}],"version-history":[{"count":3,"href":"https:\/\/www.grab.com\/my\/zh\/wp-json\/wp\/v2\/posts\/38304\/revisions"}],"predecessor-version":[{"id":58714,"href":"https:\/\/www.grab.com\/my\/zh\/wp-json\/wp\/v2\/posts\/38304\/revisions\/58714"}],"wp:attachment":[{"href":"https:\/\/www.grab.com\/my\/zh\/wp-json\/wp\/v2\/media?parent=38304"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.grab.com\/my\/zh\/wp-json\/wp\/v2\/categories?post=38304"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.grab.com\/my\/zh\/wp-json\/wp\/v2\/tags?post=38304"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}