We've heard your feedback and we are allowing you to cancel the booking without affecting your Cancellation rate.
We know it can get difficult when passengers book a ride wrongly. With the new Passenger no-show and cancellation features, drivers are strongly advised to use driver app to cancel for any booking related issue.
If the passenger does not show up at the pick-up point or bookings had an error, you may use the cancellation feature to cancel the booking with no waiting time required. However, for passenger no-show, drivers are to meet the following criteria before cancelling:
1. Tap I've Arrived only upon arriving at the passenger's the pick-up point
2. Wait for the passenger for at least 5 minutes (or 3 minutes for GrabShare)
3. Cancel the job using Passenger no-show while still at the pick-up point
Cancellation via driver app will automatically provide Grab with details of the cancelled trip, such as passenger details. Information will be compiled and reviewed by our dedicated team for further action against passengers.
To learn more click on the link below: