I cancelled due to passenger behaviour

We know it can get difficult when passengers book a ride wrongly. With the new cancellation feature, you are strongly advised to use driver app to cancel for any booking related issue.

An amount of RM3 will be compensated for GrabCar ride bookings into your Cash Wallet for cancelled booking due to passenger no-show if all of the above conditions are met. Kindly exercise discretion and be understanding of passengers' circumstances.

Listed below are the list of cancellation scenario and its reason for cancellation that can be used:

Reason of Cancellation	Scenario	Waiting Time	Does it affect CR?
Passenger no Show	Driver waited for more than 5 minutes Passenger boards to another car Wrong pick up point keyed by passenger Passenger refuses to cancel	Grabcar - 5 minutes  GrabShare - 3 minutes GrabBike - 2 minutes	No
Too many passenger and luggage	Too many passenger or luggage	Not Required	No
Can't pick up at location	Passenger brought pet Restricted area/ No waiting area Passenger change pick up location	Not Required	No
I can't complete the booking	Driver refuses to pick up	Not Required	Yes

Cancellation via driver app will automatically provide Grab with details of the cancelled trip, such as passenger details. This information will be compiled and reviewed by our dedicated team for further action against passengers.

To learn more about the cancellation features click on the link below:

• Passenger No Show
• Cancellation Feature