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Passenger No-Show Cancellation Feature

We’ve heard your feedback and now, it’s finally here!

Starting 29 March 2018, and as part of Grab’s Better 365* project, we’re happy to announce the pilot programme of the Passenger No-Show Cancellation Feature. This feature will enhance your experience as a valued driver-partner, empowering you to drive with greater confidence and peace of mind.

How do I know if I’m in the pilot programme?
You would have received our email or in-app message if you were selected to be part of the trial. As your actions and feedback during this period affect the final outcome of the feature, we call on you to help shape the future of a product that we know the entire Driver-Partner community will benefit from and love.


How It Works

If the passenger does not show up after you’ve arrived at the pick-up point, you can now cancel the job with the assurance that your Cancellation Rate remains unaffected.

For Passenger No-Show situations, Driver-Partners must first fulfil these 3 criteria before cancelling:

  1. Tap ‘I’ve Arrived’ only upon arriving at passenger’s the pick-up point
  2. Wait for the passenger for at least 5 minutes (or 3 minutes for GrabShare)
  3. Cancel the job using ‘Passenger no-show’ while still at the pick-up point

If any of these are not met, the ‘Passenger no-show’ option will not appear, and your Cancellation Rate will be affected if you cancel the job.

*Better 365 is a commitment made by Grab to improve the lives our Driver-Partners. Thanks to all your valuable feedback, Grab has been able to develop initiatives such as the Passenger No-Show Cancellation Feature, that look to enhance the Grab Experience, 365 days a year.


Frequently Asked Questions

Must I tap on ‘I’ve Arrived’ only upon arriving at the pick-up point?
Yes. To use the Passenger No-Show Cancellation Feature, 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.

What happens if I tap ‘I’ve Arrived’ before reaching the pick-up point?
You will be informed that your current location does not match the pick-up point. If you choose to proceed, the Passenger No-Show Cancellation Feature will not appear. Your CR will be affected if you cancel the job.

How long must I wait at the pick-up point before cancelling using ‘Passenger no-show’?
To use the Passenger No-Show Cancellation Feature,, you will need to wait at least 5 minutes (or 3 minutes for GrabShare) for your passenger.

The passenger did not show up and I’ve already driven off. When I try to cancel the job using ‘Passenger no-show’, the option isn’t available. Why is this so?
If the passenger does not show up after 5 minutes (or 3 minutes for GrabShare), you must cancel the job while still at the pick-up point. The feature will not be available if you try to cancel after driving off.

The Passenger No-Show Cancellation Feature does not work for me. Why is this so?
Please ensure that you’ve been selected as part of the pilot programme. If you already are, this could be because:

  1. You did not meet the 3 criteria stated above for the Passenger No Show Feature to work; or
  2. Your phone’s GPS may not be working properly.

How about the other situations whereby the passenger books the wrong vehicle type. How can I cancel these jobs without affecting my CR?
At present, only ‘Passenger no-show’ cancellations don’t affect your CR. Rest assured, we are working on improvements to cater for other cancellation cases. Stay tuned!

Is there a minimum Grab Driver App version requirement?
Yes. Please ensure that you’re on Grab Driver App version 5.34.0 (Android) / 1.21.0 (iOS) and above.