Last modified: January 20, 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 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 seven (7) days until two (2) hours in advance.
Consumer – Fees
The applicable fee of your scheduled ride will be 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, there will be a pre-authorized charge on your default mode of payment (i.e., GrabPay, credit card, debit card). The funds will be 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
1. Consumers will be charged 100% of the total fare for the Advance booking ride if:
a) the Consumer’s Advance Booking ride is canceled by Consumer less than 60 minutes prior to the Consumer’s scheduled pick-up time;
b) the Consumer’s Advance Booking ride is confirmed and accepted by a Driver-Partner but is canceled by Consumer after the scheduled pick-up time; or
c) the Consumer books the incorrect service type (eg. JustGrab instead of GrabCar Plus and fails to cancel at least 1 hour before the Consumer’s scheduled pick up time.
2. 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.
3. If no Driver-Partner is assigned to the Advance Booking at the scheduled pick-up time, or if a driver is assigned to the Advance Booking but the Driver-Partner arrives after the scheduled pick-up time, the Consumer will receive a compensation voucher from Grab.
4. The Consumer will be charged 100% of the total fare for the Advance Booking ride if the Consumer does not show up at the scheduled pick-up time and within 15 minutes after that.
5. The Cancellation Policy and quantum of the compensation voucher for Advance Booking shall be communicated by Grab from time to time under the applicable means of communication at Grab’s sole discretion through, including but not limited to, emails, in-app notification, and/or at the service information card shown at the booking screen.
6. Compensation vouchers 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.
7. 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 things 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.
We reserve the right to add, amend or remove this Terms of Use at any time, without need for prior notice. If you do not 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 agree and consented to any changes to this Terms of Service.
On-Time Pickup Guarantee
The On-Time Pickup Guarantee is our commitment to ensure that you are picked up on time for your airport drop-off ride when you book an Advance Booking ride (the “Guarantee Programme”).
The Guarantee Programme applies only where:
Grab fails to pick you up by the required scheduled pickup time; and
You miss your scheduled flight
If both conditions are met, you may be eligible for compensation subject to the terms and conditions set out below.
1. Eligible Missed Flights
1.1. You may be eligible if you miss your flight after boarding the Advance Booking ride:
a) which is verified as completed; and
b) the Driver-Partner who accepted the Advance Booking ride arrived more than 5 minutes after the scheduled pickup time
(“significantly late”);
c) the delay directly results in you missing your flight.
1.2. You may also be eligible if your Advance Booking ride encounters the following circumstances which directly result in you missing your flight:
a) Grab is unable to allocate a Driver-Partner by the scheduled pickup time;
b) your assigned Driver-Partner cancels and Grab is unable to allocate a replacement Driver-Partner before the scheduled pickup
time; or
c) your assigned Driver-Partner is too far away (15 minutes or more from the pickup point) or remains unresponsive after 3 call
attempts at the scheduled pickup time. Grab shall determine whether the Driver-Partner is too far away or unresponsive based on
platform data, including driver location, allocation status, and communication records.
If your Advance Booking ride encounters the circumstances above, you must attempt to book an on-demand Grab ride in order to allow Grab to make reasonable efforts to get you to the airport.
Failure to attempt to book an on-demand ride at least once may render the claim ineligible.
2. Conditions
2.1. The Guarantee Programme is currently available in the Philippines only for Advance Booking rides to Ninoy Aquino International Airport (NAIA) Terminals 1, 2, or 3 as the designated drop-off point.
The pickup location must be within Grab’s designated Advance Booking service area and within a forty (40) kilometer road distance from NAIA. Rides originating outside this service area or beyond the distance cap are not eligible.
Grab reserves the sole discretion to update, amend, or expand the list of eligible airports and the scope of the Guarantee Programme from time to time.
2.2. The Advance Booking ride must be booked at least twelve (12) hours before the scheduled pickup time.
Bookings made outside the applicable booking window will not be eligible for the Guarantee Programme. The Guarantee Programme applies only to Advance Booking rides and does not apply to on-demand rides.
2.3. You must arrive at the pickup location on or before the scheduled pickup time.
Passengers who arrive late or fail to show up within fifteen (15) minutes of the scheduled pickup time will not be eligible for the Guarantee Programme.
Grab will determine whether the passenger arrived late or failed to show up based on booking records, the recorded time the Driver-Partner arrives at the pickup location, and trip timing records available on the Grab Platform. For clarity, the waiting period begins when the passenger is notified that the Driver-Partner has arrived at the pickup location.
2.4. You are responsible for scheduling your Advance Booking ride with sufficient time before your flight departure taking into account your specific pickup location, expected travel time and prevailing traffic conditions.
The pickup time must be scheduled no less than:
three (3) hours before departure for domestic flights, and
four (4) hours before departure for international flights.
2.5. Only the Grab account holder who booked the Advance Booking ride may claim the guarantee amount, provided that the account holder’s name appears on the flight booking.
2.6. The Guarantee Programme only applies to Advance Booking rides paid fully via cashless payment methods. Rides paid in cash are not eligible.
2.7. You must book and pay for a new flight replacing the flight that you missed due to the late pick-up or unallocation. The new flight must have the same departure and destination as the missed flight, and its scheduled departure must be within 24 hours of the scheduled departure time of the missed flight or the earliest available flight if no flights are scheduled or available within such period.
3. Exclusion of Guarantee Coverage
The Guarantee Programme will NOT apply in the following circumstances:
The passenger was picked up on time by the Driver-Partner.
The Advance Booking ride was cancelled by the passenger before the scheduled pickup time.
The Advance Booking ride was booked outside the required booking window.
The passenger did not attempt to book an on-demand Grab ride after being notified that the Advance Booking ride was not allocated.
The passenger changed the drop-off location or added stops that contributed to the missed flight.
The delay or unallocation was caused by events beyond Grab’s reasonable control, including but not limited to road closures, severe traffic congestion, weather conditions, riots, demonstrations, floods, strikes, or airline-side disruptions.
The passenger has received, is entitled to receive, or seeks to obtain compensation for the same missed flight from an airline, insurance provider, travel agent, or any other third party, whether before or after submitting a claim under this Guarantee Programme. Grab reserves the right to deny or recover any payout where duplicate compensation is identified.
The Advance Booking ride had been assigned to a Driver-Partner but was cancelled by the passenger before the Driver-Partner arrived, or the ride was ended mid-way for reasons not attributable to the Driver-Partner.
The passenger failed to show up within fifteen (15) minutes of the scheduled pickup time or remains unresponsive after 3 call attempts at the scheduled pickup time.
A new flight booked using or redeemed through air miles, airline loyalty points, or other reward points is excluded from the Guarantee Programme and is not eligible for the guarantee amount.
The claim is made by a person other than the Grab account holder who made the Advance Booking ride.
4. Guarantee Amount and Claims Submission and Approval
4.1. The compensation amount shall be limited to reimbursement of the replacement flight cost actually paid, capped at PHP 15,000 per missed flight or eighty percent (80%) of the documented replacement ticket cost, whichever is lower.
4.2. Visit our Help Center to find out more about claim submission.
4.3. Compensation will not cover consequential or incidental losses including but not limited to:
a. Accommodation
b. Meals
c. ground transport
d. missed connections
e. loss of business opportunities
4.4. Claims with complete documents must be submitted within fourteen (14) days of the missed flight. Any incomplete or incorrect claim and/or required documents will result in the rejection of your claim.
4.5. Grab reserves the right to verify all claims using platform data including ride records, driver allocation logs, driver location, communication records, and trip timelines. Grab may request additional documents or information in order to process the claim.
Grab shall determine eligibility, including whether any delay or failure is attributable to the Driver-Partner or the passenger, based on such data. Final determination of eligibility and approval of claims shall be at Grab’s sole discretion.
4.6. Grab reserves the right to reject any claims where Grab reasonably believes that any unlawful, illegal, and/or fraudulent act has been committed or involved.
4.7. We reserve the right to add, amend, or remove the Terms of Use at any time, without the need for prior notice. If you do not 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 these Terms of Service.
4.8. These Advance Booking Terms of Use shall be governed by and construed in accordance with the laws of the Republic of the Philippines. Any dispute, controversy, or claim arising out of or in connection with these Terms shall be resolved by the courts of competent jurisdiction in the Philippines, unless otherwise required by applicable law.