I wasn't compensated for cancelled trip

You’ll receive $4 in compensation into your Cash Wallet when:

• A passenger cancels the trip after 5 minutes of booking
• You cancel the trip due to a ‘Passenger no-show’
• You choose a cancellation reason that does not affect your Cancellation Rate

The compensation is added automatically into your Cash Wallet when the job is cancelled. This will also be reflected in your job history and weekly Partner Statement.

You will not receive any compensation if:

• you took too long to arrive at the pick-up point
• you did not travel towards the passenger
• you have exceeded your weekly cancellation quota
• the passenger cancels the booking within 5 minutes of booking

What if the passenger made a cash booking?

If you see “Passenger’s penalty” on the Payment screen, be sure to collect it! This is the fee from your passenger’s previous booking and only applies to cash jobs. Grab will deduct this amount from your Credit Wallet after the ride.

As a safeguard, jobs with “Passenger’s penalty” will not affect your Driver Rating (DR). This allows you to collect the fee without any worry that you’ll miss out on qualifying for incentives.

FAQ's

What is “Passenger’s penalty”?
This is the fee from your passenger’s previous booking. Do collect it as Grab will deduct this amount from your Credit Wallet after the ride.

What happens if I forgot to collect the “Passenger’s penalty” fee?
Grab will still deduct this amount from your Credit Wallet. However, do contact Grab Support so that we can assist you.

What if the passenger refuses to pay the “Passenger’s penalty” fee?
Please contact Grab Support or file a ticket in the Help Center under My passenger didn't pay the Passenger's penalty so that we can assist you.

What if the passenger gives me 1 star for collecting the “Passenger’s penalty” fee?
Don’t worry, jobs with “Passenger’s penalty” will not count towards your Driver Rating.

The passenger cancelled after 5 minutes but I didn’t receive any compensation. Why?
This is likely because you were not travelling towards the passenger, or took too long to arrive. Do ensure that you arrive at the pick-up point on time.

Let us know if you are qualified for the compensation but did not receive the $4 compensation after checking your job history and the weekly Partner Statement.