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Cancellation Fees: Why we’ve rolled them out and how to avoid them.

No one likes being cancelled on, this much is clear. Cancellations made by drivers or passengers cause huge inconveniences – the loss of earnings for drivers already on the way to pick up a passenger and loss of trust for passengers waiting for their ride to arrive.

Our drivers’ performance is already measured based on cancellation rates, among other factors. Now, to reduce impact of passenger cancellations on our drivers, we will also introduce a cancellation fee for passengers who cancel excessively. This fee will then be paid to drivers through Grab.

But not to worry! You can easily avoid these fees by keeping your cancellations to a minimum. This is how it works:

  • A Cancellation Fee of 30THB will only be charged after the 7th cancellation within a 7 day rolling period. It will be charged via GrabPay as “Cancellation Fee”
  • For cash-only users, a request to add credit/debit card via GrabPay will be made after the 6th cancellation. The passenger will NOT be charged at this stage. The step is simply necessary to ensure the fee could be charged if the passenger cancels a 7th time.
  • If the passenger does not add his/her card via GrabPay at after the 6th cancellation or pay the cancellation fee at the 7th cancel, the passenger’s account will be temporarily suspended.

Note: Grab reserves the right to change terms & conditions plus the final judgement without any prior notice.
For more information, please contact 02-021-2500 or email us: support.bkk@grab.com