Upon your arrival at the exact pick-up location, make sure to click on the "I Have Arrived" button. If your passenger is not at the pick-up point, please initiate contact through the App's GrabChat or call feature.
It is required that you allow at least five (5) minutes (or 3 minutes for GrabShare) of wait time for the passenger. If the passenger still does not show up and without any notification, please cancel the booking while you are still at the pick-up point and select "Passenger No-Show" as the cancellation reason.
The system needs to detect that you have waited for at least 5 minutes, otherwise, you will not be able to cancel before the prescribed wait time using the reason "Passenger No-Show". You will then need to cancel using another reason.
If you are facing technical difficulty canceling a job, please report it to us.
Q: Why do I not see the option "Passenger no-show: cancellation rate not affected" when canceling a job?
You can only see this option if you tap on "I've Arrived" AND waited for at least 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 canceled 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 offense.
If you have other questions about this cancellation reason, please let us know through the form below or by calling our hotline.