Starting from March 25 2019, Grab Malaysia will start charging a fee on passengers who cancel or who are late for their ride.

Grab says passengers who cancel their rides five minutes after getting a driver, will be charged a fee ranging from RM3 to RM5 depending on the type of of vehicle or service that the passenger has ordered.

The passenger will also be charged RM5 fee when a driver cancels a ride after waiting at a pick up point for more than five minutes.

This new policy protect their drivers from unscrupulous passengers who simply cancel their rides.

Therefore, in order to protect the driver’s earnings and reduce cancellations by passengers, the Cancellation Compensation fee will be charged to passengers on 25 March 2019 when:

  1. Passenger cancels after 5 minutes of booking;
  2. Passenger don’t show up for their booking and you cancel the ride with reason “Passenger no-show”.

For services like GrabCar, GrabTax (metered or executive) and JustGrab for Airport, the cancellation fee is RM3. For a six-seater GrabCar or 10-seater JustGrab, it’s RM4. While for services like GrabCar Premium or GrabCar Luxe where a passenger orders a Vellfire for the airport, it’s RM5.

For GrabShare rides, passengers have three minutes to arrive at the pick-up point before the driver is entitled to cancel the ride. 

Passengers will not be charged if they cancel within five minutes of getting a driver.

Grab drivers are required to wait for five minutes or three minute if they are performing a GrabShare service before they are entitled to charge a cancellation fee.

If a driver does not arrive within 10 minutes after the first shown estimate time of arrival and the passenger wants to cancel after waiting for too long, Grab encourages the customer to contact their driver via call or GrabChat. The company will waive the cancellation fees.

Grab assures that it has measures in place to detect if a driver is not moving towards the customer.

If you are using GrabPay, the cancellation fee will be deducted directly from GrabPay credits balance or credit/debit card. The fee will be added automatically to the next ride fare for passengers who are paying by cash.

Grab promises that 100% of the cancellation fee will be allocated towards the driver as compensation for his or her time on the road.  

If you want more information on this new policy, visit Grab Malaysia’s Cancellation Policy Updates.


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