Protecting your income – Passenger Cancellation Compensation!

We know it’s frustrating when you’re driving towards a pick-up location, and all of a sudden, the trip gets cancelled.
As part of our efforts to make your Grab experience better, we’re introducing a new goodwill policy effective 10 September 2018, which will protect your income in such situations!

How does it work?

It’s simple. If you accept a job, and the passenger cancels at least 5 mins after you have accepted the job, you’ll receive $4 to help cover the time and petrol you’ve spent!

It’ll look something like this:

Images are for illustration purposes only

As of now, the $4 will be credited to your cash wallet by Monday, 11.59pm every week. However, we’re working to have the compensation automatically credited after a cancellation. Stay tuned!


Frequently Asked Questions

Q: Why are only trips that are cancelled at least 5 minutes after acceptance eligible for the compensation?
A: The 5 minutes are a grace period for passengers to cancel. If they take longer than that, you’ll receive the compensation.

Q: I was caught in a jam, and the passenger cancelled after 10 mins, do I get more?
A: No, the compensation is currently capped at a $4 flat fee.

Q: Will I receive the compensation if I’m already there, and the passenger cancels?
A: Yes! As long as the passenger cancels at least 5 mins after you’ve accepted the job, you’ll receive the compensation!

Q: How will I receive the compensation?
A: While it was credited weekly previously, effective 1st October 2018 the compensation will be instantly credited to your cash wallets.

Q: Who’s paying for the cancellation compensation?
A: As of now, the cancellation compensation that you get comes from Grab!

Komsan Chiyadis

GrabFood delivery-partner, Thailand

Komsan Chiyadis

GrabFood delivery-partner, Thailand

COVID-19 has dealt an unprecedented blow to the tourism industry, affecting the livelihoods of millions of workers. One of them was Komsan, an assistant chef in a luxury hotel based in the Srinakarin area.

As the number of tourists at the hotel plunged, he decided to sign up as a GrabFood delivery-partner to earn an alternative income. Soon after, the hotel ceased operations.

Komsan has viewed this change through an optimistic lens, calling it the perfect opportunity for him to embark on a fresh journey after his previous job. Aside from GrabFood deliveries, he now also picks up GrabExpress jobs. It can get tiring, having to shuttle between different locations, but Komsan finds it exciting. And mostly, he’s glad to get his income back on track.