Grab Malaysia’s New Policy Doesn’t Vibe with Users

Grab Malaysia's updated Passenger Cancellation Policy which goes into effect from March 25 has not gone down well with the users. According to the updated policy, passengers who cancel rides five minutes after getting a driver will be charged a fee ranging from $1 to $1.66.

Users took to the social media asking Grab Malaysia whether passengers will be refunded if the driver cancels of asks for a cancellation. And many have expressed their distaste. Grab Malaysia has issued an assurance that it has measures in place to detect if a driver is not moving towards the customer. However, many were not convinced. A user said some drivers state on the app that they have arrived but are at the wrong pick up location. "So the time starts early. Although often times this is because that maps system is faulty on the drivers' end. So Grab has to fix this first."

The company also states that as per the new policy, passengers will not be charged if they cancel within five minutes of getting a driver. It further says that drivers are also required to wait for five minutes or three minutes if they are performing GrabShare services before they are entitled to charge a cancellation fee. The cancellation fee will be waived if the driver does not arrive within 10 minutes.