I cancelled due to passenger behaviour

We know it can get difficult when passengers book a ride wrongly. Sometimes passengers don’t show up, or they ignore seat limitations. What should you do? You can use the driver app to cancel any booking-related issue.

An amount of RM3-RM5 will be compensated into your Cash Wallet for a cancelled booking due to a passenger no-show if all of the above conditions are met. Kindly exercise discretion and be understanding of passengers' circumstances.

Services	No Show Fee
GrabCar, JustGrab, GrabTaxi (Fixed Fare and Executive), GrabCar Plus, JustSave	RM 3
GrabCar (6-seater), JustGrab (6-seater), JustGrab (10-seater)	RM 4
GrabCar Luxe (Vellfire), GrabCar Premium	RM 5

Listed below is the list of cancellation scenarios and the 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 pickup point keyed by passenger Passenger refuses to cancel	5 minutes	No
Too many passengers and luggage	Too many passengers or luggage	Not Required	No
Can't pick up at location	Passenger brought pet Restricted area/ No waiting area Passenger change pickup location	Not Required	No
Passenger suspicious behaviour	Passenger appears suspicious	Not Required	No

Cancellation via the 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