My passenger didn't pay

We understand that there will be situations where passengers did not pay for their cash bookings, unintentionally or otherwise. Here are some useful tips to remember:

Fares

Before dropping off your passenger, always check the payment method on your app, whether it is cash or GrabPay.

Toll Charges

To avoid forgetting to collect toll charges, we encourage you to note down the toll charges each time you pass a toll. After your trip has ended, you could then calculate the total amount and charge the passenger fairly.

Passenger's penalty

You will be able to see if you need to collect cancellation fee from a passenger when you see 'Passenger's penalty' on the Payment screen. Grab will deduct this amount from your Credit Wallet after the trip.

What is passenger refuses to pay?

If a passenger refuses to pay, do not worry. We advise you to do the following:

1. Be professional, and do not engage in any conflict with the passenger.
2. After the trip, you can rate the passenger and choose 'Cash Fare Not Paid in Full'.
3. You can also report it in the form below after the ride ends so that we can assist.
4. Grab will investigate the reported case and if it is approved, we will reimburse the deducted amount into your credit wallet within 2 business days.

Let us know, through the form below, if your passenger did not pay for the fare, toll charges or cancellation penalty.