My passenger didn't show up

If you’ve arrived at the pickup point but can’t find your passenger, don't worry. Here’s what you have to do:

1. Tap on 'I’ve Arrived' and an automated message will be sent to the passenger to alert them to head to the pickup point. 
2. You may also contact your passenger directly by calling or starting a chat.

In the event that the passenger does not arrive after the waiting time and remains uncontactable, you may cancel the booking and select the reason ‘Passenger no-show: cancellation rate not affected’.

Note: This will not affect your cancellation rating. 

Before cancelling the ride, make sure that: 

1. You’re waiting for the passenger at the correct pickup point.
2. You have been waiting at the pickup point for at least 5 minutes.

FAQs

I don’t see the option ‘Passenger no-show: cancellation rate not affected’ when cancelling a booking.

This option is only available if:

1. you’ve tapped on ‘I've Arrived’,
2. have waited for 5 minutes and
3. you have not used it too many times without a valid reason

What happens if I tap on ‘I've Arrived’ before reaching the passenger pickup point?

You will be informed that your current location does not match the passenger pickup 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 tap on ‘I’ve Arrived’ when you’re at the pickup point.

What if I try to cancel before the grace period of 5 minutes is up?

You will not be able to select ‘Passenger no-show’ as the reason for cancellation. You may select another reason for cancellation and your cancellation rating will be affected.

I've arrived at the location and cancelled using ‘Passenger no-show’ but my cancellation rating is still affected.

This could be due to:

• You cancelled other bookings unrelated to ‘Passenger no-show’.
• You've tapped on the ‘I've Arrived’ button before arriving at the passenger pickup point.
• Your phone's GPS may not be functioning properly.

My passenger did not want to proceed with the ride.

You may refer to this page on what to do next if passengers refuse to or could not proceed with the ride.

Can Grab cancel the booking for me if the passenger didn't show up?

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

1. Completing a booking with no passenger on board or
2. Canceling with ‘Passenger no-show’ even when the passenger shows up is a serious offence.