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The long awaited improved cancellation feature is here!

We know things can get difficult when passengers book a ride wrongly but your Cancellation Rate (CR) suffers as a result.

Yes, we hear you! Our engineers have been working really hard on this, and now you will be getting more cancellation reasons that allow you to cancel jobs without affecting your CR!

The best part? You can cancel up to 6 times per week instead of the usual 3!

We hope that this is a leap towards a better Grab experience, allowing you to drive with confidence and better peace of mind!


 Finally! What cancellation reasons are available?

Besides passenger no show, you can now select from the following options:

  • Passenger is with a child*
  • Passenger is with a pet
  • Too many passengers or luggage
  • Can’t pick up at location

Here’s what it will look like

*Reminder: Under the Road Traffic Act, it is illegal for cars to carry passengers under 1.35m tall without a child restraint or a booster seat. Taxis however, are exempted from the child restraint / booster seat requirement.


How It Works

If the passenger does not show up at the pick-up point, or made an error in the booking, you may use the following steps to cancel the job without impacting your CR:

  1. Tap ‘I’ve Arrived’ only upon arriving at the passenger’s pick-up point
  2. If the passenger is at the pick-up point but has made an error to the booking, kindly inform passenger that you will be cancelling the trip and select the applicable cancellation reason 
    • For cancellations using ‘Passenger no show’, please ensure that you’ve waited at the pick-up point for at least 5 minutes (or 3 minutes for GrabShare)
  3. Cancel the job while still at the pick-up point

Important things to note:

  • Each Partner has a weekly quota of 6 cancellations that don’t affect their CR (quota resets every Monday at 00:00 hours)
  • The feature will not be available if ‘I’ve Arrived’ is tapped before arriving at the passenger’s pick-up point
  • The feature will not be available if the ‘Cancel’ button is tapped after driving away from the passenger’s pick-up point

Show some love to our engineers if you love this feature! Every like brings them 1 pack of cookies!

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Frequently Asked Questions

Q: Is there a quota for this feature?
A: Yes. Each Partner has a weekly quota of 6 cancellations that don’t affect their Cancellation Rate (CR). The quota resets every Monday at 00:00 hours. Once the weekly quota is reached, all cancellations will affect CR.

Q: Is there a separate quota for the ‘Passenger no show’ cancellation option?
A: No. The ‘Passenger no show’ option falls under the same quota of 6 cancellations per week.

Q: Must I tap on ‘I’ve Arrived’ only upon arriving at the pick-up point?
A: Yes. To use the Cancellation Feature without affecting your CR, please tap ‘I’ve Arrived’ only at the pick-up point. The feature will not be available if you are not present at the pick-up point.

Q: What happens if I tap ‘I’ve Arrived’ before reaching the pick-up point?
A: You will be prompted that your current location does not match the passenger’s pick-up point. If you choose to proceed, the list of cancellation options that don’t affect your CR will not be available. Your CR will be affected if you cancel the job.

Q: I’ve arrived at the pick-up point but the passenger is not there. How long must I wait before I can cancel using ‘Passenger no show’?
A: Before cancelling the job using ‘Passenger no show’, please wait at least 5 minutes (or 3 minutes for GrabShare). Do ensure you’re at the passenger’s pick-up point when cancelling the job.

Q: What happens if I cancel the job after driving off from passenger’s pick-up point?
A: The list of cancellation options that don’t affect your CR will not be available. Your CR will be affected if you cancel the job. Please only cancel the job while still at the pick-up point.

Q: I can’t see the list of cancellation options that don’t affect my CR. Why is this so?
A: This could be due to the following:

  1. You’ve used up your weekly quota;
  2. ‘I’ve Arrived’ was tapped before reaching the passenger’s pick-up point;
  3. The ‘Cancel’ button was tapped before reaching the pick-up point, or after driving off from the pick-up point; or
  4. There may be issues with your phone’s GPS.

Q: Is there a minimum Grab Driver App version requirement?
A: Yes. Please ensure that you’re on Grab Driver App version 5.43.0 (Android) / 1.30.0 (iOS) and above.