How to handle passenger no-show

First, please tap “I’ve Arrived” only upon reaching the pick-up location as indicated in the Grab Driver App. An automated message will be sent to the passenger to inform them you have arrived.

If your passenger is not at the pick-up location, please try to contact your passenger via call or message via GrabChat. Your passenger may be engaged and unable to pick up your call on the first attempt. We recommend calling and sending a GrabChat message more than once to remind your passenger of the waiting time (3 minutes for GrabShare, 5 minutes for all other services) and/or cancellation charges. This will be a good time to direct them on where you are waiting and the colour of your car for quick identification. 

If your passenger does not show up after the applicable waiting time and did not respond to you, you can choose to cancel the job and indicate Passenger no-show as the reason. Your cancellation rating will not be affected and you will receive a $4 compensation to your Cash Wallet if all of the above conditions are met. Please exercise discretion and be understanding towards passengers’ circumstances.

Please be reminded that you have a shared quota of 6 cancellations a week without affecting your cancellation rate for the cancellation reasons below:

1. Passenger no show
2. Passenger is with a child
3. Passenger is with a pet
4. Too many passengers or luggage
5. Can’t pick up at location

Q: Why do I not see the option "Passenger no-show: cancellation rate not affected" when cancelling a job?

You can only see this option if you tap on "I've Arrived" AND waited for 5 minutes (or 3 minutes for GrabShare).

Q: What happens if I tap on "I've Arrived" before reaching the passenger pick-up point?

A: You will be informed your current location does not match the passenger pick-up point.

If you choose to proceed, your cancellation rating will still be affected even if you cancel using "Passenger no-show".

It is important to only click "I’ve Arrived" when you’re at the pick-up point.

Q: What if I try to cancel before the grace period of 5 minutes (or 3 minutes for GrabShare) is up?

A: You will not be able to select "Passenger no-show" as the reason for cancellation.

You can select another reason for the cancellation and your cancellation rating will be affected.

Q: I've arrived at the location and cancelled using "Passenger no-show" but my cancellation rating is still affected. Why is this so?

A: This could be due to: 

• Too many ride cancellations have been made with the reason "Passenger no-show"
• You've tapped on the "I've Arrived" button before arriving at the passenger pick-up point
• Your phone's GPS may not be functioning properly

Q: Can Grab cancel the booking for me if the passenger didn't show up?

A: We are unable to cancel the booking on your behalf if the passenger didn't show up. We would also like to remind drivers that completing a booking with no passenger on board is a serious offence.