We recommend that you contact your driver first using the GrabChat feature or via phone call. Please note that drivers may not be able to respond while driving so please try again if possible.
If there is no response, cancel the booking on your App and select one of the options as the reason. Let us know what happened in the “Additional comments” and tap on Submit. Rest assured that investigation will be carried out and appropriate action will be taken against the driver if found in violation.
Our service standards require our drivers to complete the bookings that they accept and if they can't make it (provided that there's a valid reason), to inform the passenger right away and cancel the booking themselves. We have a robust monitoring system in place, with stringent disciplinary measures up to termination for drivers who repeatedly fail our service standards.
If the driver completed a trip without you, report it here.
In the History section, a trip cancelled by you or the driver will be tagged as Cancelled and you will not be charged for the booking.
Any promotional code or GrabRewards that was used on a cancelled booking will remain valid. The GrabRewards discount will be included in the GrabRewards' My Rewards section for your next booking.
Let us know in the form below if you believe that further feedback is necessary about the driver who did not show up for your booking,