From 25 March onwards, Grab Malaysia will start charging cancellation fees on passengers who cancel or do not show up at the pick-up point after a certain amount of time
According to The Star, the ride-hailing company notes that passengers who cancel their ride five minutes after getting a driver will be charged a RM3 to RM5 penalty
The exact fee amount is based on the type of vehicle or service that a passenger has booked for. For example:
Do note that passengers will not be charged a cancellation fee if they cancel within five minutes of booking a driver.
Grab will also be charging no-show passengers a RM5 penalty when a driver cancels a ride after waiting at the pick-up point for more than five minutes
According to the updated Cancellation Policy, Grab drivers are required to wait for five minutes (or three minutes if it's a GrabShare ride) before they are entitled to charge a cancellation fee.
The cancellation fees will be deducted directly from passengers' GrabPay credits or credit/debit card, while passengers paying by cash will have the fee automatically added to their next ride fare.
However, Grab assures passengers that the cancellation fee will not apply if a driver does not arrive within 10 minutes after the initial estimated time of arrival
For example, if a passenger is allocated a driver who is three minutes away but has waited for more than 13 minutes, the passenger will not be charged a cancellation fee.
The Star reports that the ride-hailing company has measures in place to detect if a driver is not moving towards a pick-up point. Customers are also encouraged to contact the driver or GrabChat if they wish to cancel a ride after waiting for too long.
What are your thoughts on Grab implementing cancellation fees on late cancellations and passenger no-shows? Let us know what you think in the comments section.