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Updated Cancellation Policy for a Fairer Platform

Frustrated about passengers canceling their bookings last minute? Or not turning up at all? We’ve updated our cancellation policy to make it a fairer platform for all, especially our Driver-Partners.

From 25 March 2019, passengers will be charged a S$4 fee when:

  1. They cancel after 5 minutes for all Grab bookings except GrabShare (after 3 minutes for GrabShare booking)
    OR
  2. They don’t show up for their booking and the ride is canceled with reason “Passenger no-show”

For “Passenger no-show”, please be reminded that you can only click “I’ve Arrived” at the designated pick up spot, else you will not be able to use this function. Note that this is no different from the current cancellation fees you’ve been receiving prior to this policy update. The only difference is that the fee is now charged directly to passengers on your behalf.

100% of this fee will be automatically added to your Cash Wallet to compensate for your time on the road.  Please note, you are not eligible for any compensation if you do not move towards the passenger, or if you take too long to arrive.

What if the passenger made a cash booking?

If you see “Passenger’s penalty” on the Payment screen, be sure to collect it! This is the fee from your passenger’s previous booking and only applies to cash jobs. Grab will deduct this amount from your Credit Wallet after the ride.

As a safeguard, jobs with “Passenger’s penalty” will not affect your Driver Rating (DR). This allows you to collect the fee without any worry that you’ll miss out on qualifying for incentives.

 

Frequently Asked Questions

Q: What is “Passenger’s penalty”?
A: This is the fee from your passenger’s previous booking. Do collect it as Grab will deduct this amount from your Credit Wallet after the ride.

Q: What happens if I forgot to collect the “Passenger’s penalty” fee?
A: Grab will still deduct this amount from your Credit Wallet. However, do contact Grab Support so that we can assist you.

Q: What if the passenger refuses to pay the “Passenger’s penalty” fee?
A: Please contact Grab Support or file a ticket in the Help Center under ‘My passenger did not pay’ so that we can assist you.

Q: What if the passenger gives me 1 star for collecting the “Passenger’s penalty” fee?
A: Don’t worry, jobs with “Passenger’s penalty” will not count towards your Driver Rating.

Q: The passenger cancelled after 5 minutes but I didn’t receive any compensation. Why?
A: 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.