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Driver Timeout feature – Safeguarding responsible Driver-Partners

Grab was built with the promise of providing safe, efficient, and reliable transport solutions across Southeast Asia. While many Passengers rely on Grab for their daily commute, there are also a large number of Partners that drive with Grab for income opportunities.

In order to best serve both segments of users, platform efficiency is of utmost importance, this means ensuring that driver-partners are quickly matched to nearby passengers. However, problems arise when Driver-Partners repeatedly pick and choose (i.e. ‘cherry-pick’), or cancel, the jobs assigned to them, resulting in poor experiences for other Driver-Partners and passengers. 

Images for illustrative purposes only.

As such, from 17 September 2018, we will be introducing the new Driver Timeout feature that will help block cherry-pickers from hogging jobs.


What happens if I ignore or cancel multiple jobs consecutively?

If you ignore or cancel* multiple jobs consecutively, you may be set as ‘Unavailable’, and may be temporarily prevented from receiving new jobs. If that happens, the timer on your Grab Driver app will show for how long you’ll remain unavailable.

Images for illustrative purposes only.

Once the timer runs out, you will be informed that jobs are no longer paused. Tap on the ‘Unlock’ icon to continue receiving jobs. Alternatively, you may tap on ‘Stay Unavailable’ to remain unavailable.

Image for illustrative purposes only.


How will this benefit responsible Driver-Partners?

Partners who ‘cherry-pick’, or who are not ready to accept jobs, will be temporarily blocked from receiving jobs. This will provide greater job potential for other Partners, especially those who maintain high Acceptance Rates and low Cancellation Rates.

*Cancellations that don’t affect your Cancellation Rate (e.g. ‘Passenger no show’, ‘Passenger is with a child’, etc.) will not result in a timeout.


Frequently Asked Questions

Q: How many ignores and cancellations am I permitted before I’m timed out?
A: You may timed out if you ignore or cancel multiple jobs consecutively. This will apply for all service types you’re currently enabled. Additional ignores or cancellations without completing a job will result in a longer timeout period.

Q: How long will the timeout last?
A: The duration of the timeout will be shown on your Grab Driver app. Additional ignores or cancels, without completing a job, will result in a longer timeout period.

Q: Which service types will the Driver Timeout feature apply for?
A: The feature will apply to all of your enabled service types.

Q: Will the Driver Timeout feature apply to all versions of the Grab Driver app?
A: Yes, this feature will apply to all versions of the Grab Driver app.

Q: Will I be timed out if I cancel a job due to ‘Passenger no show’, ‘Passenger is with a child’, ‘Too many passengers or luggage’, etc.?
A: No, cancellations that don’t affect your Cancellation Rate will not result in a timeout.

Q: Will I be timed out if the Passenger cancels the trip?
A: No, Passenger cancellations will not result in a timeout.