Grab to Reduce Grace Waiting and Cancellation Period for Bookings Starting July 18

Grab announced on Monday, July 11, that it will be cutting its grace waiting and cancellation period for ride-hailing bookings from five to three minutes.

Starting July 18, users will have to pay a S$3 penalty per five-minute waiting block if they keep their drivers waiting after the allotted grace period. This applies to all rides in the following services: JustGrab, GrabPet, GrabFamily, GrabCar, and GrabCar Plus. As for GrabCar Premium bookings, the penalty will be S$5 per five-minute waiting block.

“Less waiting time will mean more rides to go around,” Grab said in a notification sent to its customers. “You are encouraged to book rides only when ready to ensure you have ample time to reach your pick-up point.”

Many users were quick to point out that Grab should also do the same for drivers who don’t arrive within the estimated time of arrival (ETA). In its website, the company noted that the “estimated time of arrival of the driver is determined based on road conditions at a specific time.” As road conditions change quickly, it’s possible that drivers “reach [users] slightly later than the displayed time.”

“Our drivers are incentivised to fulfil all trips allocated to them and we will penalise drivers if they are found not to adhere to the requirements for trip allocation.”