Contact your passenger, and wait for at least 5 minutes after no contact before cancelling. 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.
If there is no response, cancel the job and select Passenger no show as the reason. We will use your cancellation reason to monitor and improve our product.
We are not able 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.
Will my Cancellation Rate (CR) be affected if I cancel the booking due to passenger no show?
Your Cancellation Rate (CR) will be affected and that's ok. Accept and complete more jobs will lower your CR. Learn how AR and CR are calculated.
How will I be compensated for passenger no show?
You will be paid for Passenger No Show & Passenger Cancel goodwill credit policy as follows:
- “No show” reported via driver app (at least 10 min after trip assigned): $2 credit
- “Passenger cancel” reported via passenger’s app only (at least 5 min after trip assigned): $2 credit - not applicable to Standard Taxi, Electric Taxi, JustGrab and GrabShare jobs for GrabTaxi Partners
- Payment will be processed on a weekly basis. Passenger “No Show” & “Passenger Cancel” from Monday 12am to Sunday 11.59pm, payment will be processed on next Thursday. You will receive the payment in your Credit Wallet by every Thursday 11.59pm.
Let us know, if you are unable to cancel the job, through our hotline below.