First, try and contact your passenger, and remember to wait for at least 5 minutes before cancelling the booking.
Your passenger may be engaged and unable to pick up your call. Attempt to call the passenger every 3 minutes, or use GrabChat to message them.
We’ve got your back now if there’s no response, just cancel the job and select Passenger no-show as the reason. Guess what? Your cancellation rating will not be affected at all.
Please be reminded that you can only use this feature up to 3 times a week without affecting your cancellation rate.
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.