Last modified: 25 August 2025
Introduction
Please read this Advance Booking Terms of Use carefully. This Advance Booking Terms of Use is to be read together with the Terms of Service (collectively, the “Terms of Service“). By using our Service, in particular, the Advance Booking feature found on the Grab Platform, you are deemed to have read, agreed, and understood the terms and conditions of our Terms of Service, which are applicable to you. If you do not agree to the terms and conditions of our Terms of Service, please do not use or continue using our Platform or Service.
All defined terms not defined in this Advance Booking Terms of Use, carry the same meaning as defined in the Terms of Service.
Advance Booking is a feature on the Grab Platform which allows Consumers to book a transport ride from two (2) hours to seven (7) days in advance.
Consumer – Fees
The applicable fare of your scheduled ride will be shown when you select Advance Booking. Please note that the ride is still subject to other applicable surcharges that may apply at the time of booking (e.g. tolls).
Please note that once your Advance Booking is confirmed, there will be a pre-authorized charge on your default mode of payment (i.e. GrabPay, credit card, debit card). The funds will be on “hold”, and will only be deducted once your ride is completed. If your ride is canceled, you will be refunded, subject to applicable cancellation policies.
Cancellation policy for Advance Booking
1. Consumers will be charged 100% of the total fare for the Advance Booking ride if:
a) the Consumer’s Advance Booking ride is canceled by Consumer less than 60 minutes prior to the Consumer’s scheduled pick-up time;
b) the Consumer’s Advance Booking ride is confirmed and accepted by a Driver-partner but is canceled by Consumer after the scheduled pick-up time; or
c) the Consumer books the incorrect ride service type (eg. JustGrab instead of GrabCar 6) and fails to cancel at least 1 hour before the Consumer’s scheduled pick-up time.
2. At the scheduled pick-up time, if the Driver-partner who accepted the Advance Booking does not arrive or arrives late, the Consumer may cancel after the scheduled pick-up time without incurring any charge.
3. If no Driver-partner is assigned to the Advance Booking at the scheduled pick-up time, or if a Driver-partner is assigned to the Advance Booking but the Driver-partner arrives after the scheduled pick-up time, the Consumer will receive a compensation voucher from Grab.
4. The Consumer will be charged 100% of the Advance Booking fare if the Consumer does not show up at the scheduled pick-up time and within 15 minutes after that.
5. The Cancellation Policy and quantum of the compensation voucher for Advance Booking shall be communicated by Grab from time to time under the applicable means of communication at Grab’s sole discretion through, including but not limited to, emails, in-app notification, and/or at the service information card shown at the booking screen.
6. Compensation vouchers shall be used for redemption of Grab’s services under applicable terms and conditions, and shall be subject to Grab’s policies as applicable at Grab’s sole discretion.
7. The Consumer shall also be subject to other applicable fees pursuant to the prevailing Cancellation policy as published in Grab’s website and notified to the Consumer from time to time.
Airport Pick-Up
1. The pre-booked pick-up time will be adjusted automatically for any change in flight schedules (whether delayed or early) that is 30-minutes or more from the original arrival time. The booking will automatically be cancelled if the original arrival time is delayed for or arrives early by 6-hours or more, or if the flight is cancelled.
2. There will be no time adjustment for a change of flight schedule that is less than 30 minutes.
3. You understand that the arrival time (including new arrival timings) is an estimate only, and all timings are provided by a third-party service provider. Grab is not responsible for the third-party service provider’s failure to update Grab on any adjustment in the arrival time.
4. You understand that the pick-up time is solely determined by you. Grab may provide you with a recommendation however, the final decision on the pick-up time lies with you and Grab is not responsible if you cannot arrive at the pick-up point on time. If you do not arrive on time, there may be penalties imposed on you in accordance with the prevailing Grab policies.
Never Miss a Flight Guarantee
1. Never Miss a Flight Guarantee is our commitment to get you to the airport on time when you book Advance Booking rides (“the Guarantee Programme”). The programme covers you if you miss your flight due to the following conditions:
1.1 You miss your flight after boarding the Advance Booking ride:-
a) which is verified to be completed by both you and the driver-partner; and
b) where the driver-partner drops you off at the airport less than 1 hour 30 minutes before your flight departure time, resulting in you missing your flight.
1.2 Your Advance Booking ride was cancelled due to the following circumstances, which resulted in you missing your flight:-
a) We are unable to find you a driver-partner by the scheduled pick-up time; and/or
b) Your assigned driver-partner cancels and we are unable to find you a replacement driver-partner up to the scheduled pick-up time; and/or
c) Your assigned driver-partner is too far away or unresponsive to your booking by the scheduled pick-up time.
2. Eligibility Criteria
2.1 Your ride must be an Advance Booking ride to an eligible airport within a city where the Guarantee Programme is available. The Guarantee Programme is currently only available in Singapore for Advance Booking rides to Changi International Airport. Grab is entitled to update the eligible airports from time to time.
2.2 You must book your Advance Booking ride at least 12 hours before your scheduled pick-up time.
2.3 You are responsible for scheduling your Advance Booking ride with sufficient buffer time before your flight departure. The pick-up time must be at least 2 hours and 30 minutes before your flight, and this requirement applies to all pick-up locations in Singapore.
2.4 Only the person who was the account holder booking the Advance Booking ride will be eligible to claim for the guarantee compensation provided that his/her name must be listed in the flight booking.
2.5 Only applicable to Advance Booking rides which are paid via cashless methods.
3. Exclusion of Guarantee Cover
3.1 Your Advance Booking ride had been assigned to a driver-partner but was cancelled by you before the driver-partner arrived, or the ride was ended mid-way for reasons not attributable to your assigned driver-partner;
3.2 You were more than 15 minutes late or you did not show up within 15 minutes of your scheduled pick-up time;
3.3 You made changes to the drop-off location or added a stop location on the way to the airport that resulted in you missing your flight;
3.4 The delay was caused by events beyond Grab’s control, such as road closures, severe traffic jam due to bad weather, riots, or airline-side disruptions; and/or
3.5 You are already claiming compensation for the same missed flight from an insurance provider or other party.
4. Claim Submission
4.1 The guarantee compensation value is the entire flight fare (up to a maximum of S$500), for the account holder’s missed flight.
4.2 Visit our Help Center to find out more about claim submission or complete this claim form https://forms.gle/YavykMEH4c6Xir6r8 to submit online.
4.3 You must submit your claim within 14 days of your missed flight’s departure date.
4.4 Grab reserves the right to verify all claims using platform data and may request for additional documents to process the claim. Incomplete forms or suspicious claims will result in rejection of claim.
4.5 Final claim approval will be at Grab’s sole discretion.
We reserve the right to add, amend or remove this Terms of Use at any time, without the need for prior notice. If you do not agree to any of the changes, you must stop using our Platform and Services. Please note that your continued use of our Platform and Services will mean that you have agreed and consented to any changes to this Terms of Service.
