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 has chosen an unsuitable/illegal pick-up point, please contact the passenger via call or GrabChat to suggest an alternative pick-up point. Please be understanding towards passengers as it might have been an honest mistake.
If you still can’t pick up the passenger due to location restriction, you may politely ask the passenger to cancel the booking. If the passenger refuses to cancel, please cancel the trip instead and select "Can’t pick up at location" as the reason.