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Passenger Cancellation Policy as of 29 May 2017

We’ve heard your feedback and understand it can be frustrating when passengers fail to honour their trip request. That’s why we’ve reviewed our passenger cancellation policy starting today, 29th May!

(1) Review of number of rides cancelled
As part of our commitment to provide the best ride-hailing service for you, we have decreased the number of times they can cancel without being charged from 9 to 2. That means, cancellation fees will be incurred when passengers cancel 3 or more times, across a rolling 7 day period.

(2) Passenger App Update
To help decrease such cancellations, we’ve also added a new feature to our passenger app. Passengers can now see how far you are via the new navigation bar located at the bottom of the screen before bookings are made.

(3) “No Show” & Passenger Cancel Goodwill Credit Policy
That’s why Grab will continue to provide you with Goodwill Credit when this occurs (we don’t charge the passenger for this). A friendly reminder of our Passenger “No Show” & Passenger Cancel goodwill credit policy is as follows:

  • “No show” reported via driver app (at least 10 min after trip assigned) : $2 credit
  • “Passenger cancel” reported via passenger’s app only (at least 5 min after trip assigned): $2 credit

Payment will be processed on a weekly basis. Passenger “No Show” & “Passenger Cancel” from Monday 0000hrs to Sunday 2359hrs, payment will be processed and you will receive the payment in your Driver’s Credit Wallet by every Wednesday 2359hrs.