Try contacting your passenger and remember to wait for at least 5 minutes before cancelling the booking.
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.
After 5 minutes of no response, we've got your back, cancel the job with the reason shown below and your cancellation rate won't be affected!
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.
Q: Why do I not see the option "Passenger no-show: cancellation rate not affected" when cancelling a job?
You can only see this option if you tap on "I've Arrived" and waited for 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 cancelled 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.