After listening to your feedback, we’re making many improvements to your fare and reimbursement structure so you get fairer earnings for your time and distance.
- We’re adding pickup time and distance to the way we calculate your per trip earnings. Because you start earning the moment you head towards your pickup point, your trip earnings will be calculated separately from the passenger fare.
- We’re also adding to the passenger no-show and passenger late cancellation fee to account for time and distance travelled.
- We’re launching a new weekly automatic adjustment process for trip underestimations, to ensure your earnings are protected.
- **NEW** Cancellation Flexibility feature allows you to quickly cancel bookings without affecting your Cancellation Rate (CR)!
CLICK THE BUTTONS BELOW TO LEARN MORE!
- It will take up to 24 hours for changes to reflect in your Grab driver app.
- You will be opting-in to the improved earnings structure for a minimum of 28 days.
- After 28 days, you may continue in the improved earnings structure without taking any action.
- You will have one opportunity to opt-out after 28 days.
- You can opt-in at any time.
Pickup Fare
Based on feedback from driver-partners like you, earnings for pickup distance and time is a top pain point.
Driver-partners often cancel trips that seem like they don’t offer a fare that sufficiently covers for the time and distance travelled to pick up passengers. The previous far pickup bonus is not enough, as it only pays out for pickups that took more than 5 minutes, while passenger fares do not include the pickup portion. Cancelling trips because of this results in a bad experience for both you and your passengers.
We are trialling an improved fare structure opt-in option where you start earning from the time you head to your passenger all the way to drop off, while keeping passenger fares unchanged. Maintaining passenger fares will ensure demand – and your bookings – remain consistent.
With the improved driver-partner earnings structure, we will also no longer have a fixed commission. Instead, we will be replacing it with a new service fee, known as the Grab Service Fee.
Note: Not all transport services will be available on the improved driver-partner earnings structure and these services will still maintain the same earnings structure and commission charges as today.
Current driver-partner earnings structure
The current earnings structure only takes into account the time and distance from the pickup point to the dropoff point. This is what the passenger pays for.
However, this means that you earn the same regardless of the pickup distance and time.
For example, let’s see the comparison of these two bookings for Helmi and Michael.
[Trial] Improved driver-partner earnings structure
With the improved driver-partner earnings structure trial you will earn based on your time and effort from the moment you make your way to the passenger. Let’s see how Helmi and Michael earn with this change.
So now, Helmi earns more for traveling further and longer to pick up his passenger.
This will mean that what passengers pay and what you will earn will be calculated separately. In your weekly partner statement, you will see a variable Grab Service Fee (GSF) rather than a fixed commission. The Grab Service Fee is simply the difference between the passenger fare and the driver-partner fare.
GSF is used to fund Grab’s operations, including providing your pickup fare, fees, incentives, reimbursements, bonuses, and other benefits.
With this improved earnings structure trial, we hope to reduce the likelihood of cancellations and provide a more reliable ride experience for passengers. In turn, this helps to create greater demand, more bookings, and better earnings for you.
* For all transport service types except KLIA rides (Klang Valley only), GrabShare, GrabRent, GrabTaxi and GrabCar Exec
Opt-in now to receive these improvements!
- It will take up to 24 hours for changes to reflect in your Grab driver app.
- You will be opting-in to the improved earnings structure for a minimum of 28 days.
- After 28 days, you may continue in the improved earnings structure without taking any action.
- You will have one opportunity to opt-out after 28 days.
- You can opt-in at any time.
Frequently Asked Questions
Yes, we have received an approval letter dated 8 August 2024 from the relevant authorities to run a Proof of Concept (POC) for a new earnings structure for e-hailing driver-partners.
For now, only driver-partners in the following cities will be able to opt-in for the trial: Klang Valley, Negeri Sembilan, Ipoh and Kuching. New driver-partners in these locations will be automatically enrolled in the improved earnings structure. Stay tuned for further updates!
You can opt-in via this form:
- It will take up to 24 hours for changes to reflect in your Grab driver app.
- You will be opting-in to the improved earnings structure for a minimum of 28 days.
- After 28 days, you may continue in the improved earnings structure without taking any action.
- You will have one opportunity to opt-out after 28 days.
- You can opt-in at any time.
You can check your status here.
We want your earnings to be based on your full effort for every booking. This means base fare will be variable depending on your pickup effort, which accounts for time and distance of pickup.
The improved driver-partner earnings structure is applicable to all transport service types except:
- KLIA rides (Klang Valley only)
- GrabShare
- GrabRent
- GrabTaxi
- GrabCar Exec
Commission will still be applicable for the service types above.
Aside from that, car delivery-partners (GrabExpress, GrabMart, and GrabFood) will not be affected.
Based on feedback from driver-partners like you, earnings for pickup distance and time is a top pain point.
Driver-partners often cancel trips that seem like they don’t offer a fare that sufficiently covers for the time and distance travelled to pick up passengers. The current far pickup bonus is not enough, as it only pays out for pickups that take more than 5 minutes, while passenger fares do not include the pickup portion. Cancelling trips because of this results in a bad experience for both you and your passengers.
We are introducing an improved fare structure where you start earning from the time you head to your passenger all the way to drop off, while keeping passenger fares unchanged. Maintaining passenger fares will ensure demand – and your bookings – remain consistent.
With the improved driver-partner earnings structure, we will also no longer have a fixed commission. Instead, we will be replacing it with a new type of collection, known as the Grab Service Fee.
Note: Not all services will be eligible for the improved driver-partner earnings structure trial and these services will still maintain the same fare structure and commission charges as today.
To help us better understand the impact of the improved driver-partner earnings structure on your day-to-day activities, we invited a group of driver-partners to test the pickup fare portion of the improved earnings structure for a period of four weeks. At the end of this pilot, the driver-partners shared encouraging feedback. Here are several highlights:
Fairness
“The Grab Service Fee (GSF) is fair and follows the effort that driver-partners put in” – Ruzaini (Klang Valley)
“Positive – the fare compensates us for the time and distance” – Desmond (Ipoh)
“Driver-partner’s efforts are calculated from position they receive booking to the passenger dropoff point” – Kheng Yuen (Ipoh)
Grab Service Fee (GSF) variability
“GSF is lower during non-peak hours eg night time. Even for the shorter pickups, the GSF is reasonable” – Vishnovartan (Klang Valley)
“The new system is good and the GSF deducted is suitable for the effort. With the GSF, driver-partners are more willing to take far pickup bookings” – Prakash (Ipoh)
Solves for far pickups
“Far pickup during non peak (night time) is worth it” – Firdaus (Klang Valley)
“Jobs during the night are more worth it” – Sim Yu (Kota Kinabalu)
“Good for far pickup” – Azman (Melaka)
“Returns are better for very far pickup bookings” – Ban Tat (Penang)
There will be no change in the way we calculate passenger fare. We are taking this step to make sure that demand for your service will not be affected.
The Grab Service Fee helps to fund Grab’s operations which includes time and distance travelled in pickup, incentives, reimbursements and other benefits for driver-partners.
- The Grab Service Fee is calculated as the difference between the passenger fare and driver-partner fare.
- The Grab Service Fee is a fee that Grab may collect when you complete a ride on a service with the improved earnings structure.
- When the Grab Service Fee is negative, no collection will occur.
The Grab Service Fee varies from trip to trip to ensure that you receive fair earnings for the effort made to pick up a passenger.
This is how it works:
- In scenarios where more effort is required, the Grab Service Fee will be lower to take into account your higher earnings.
- The Grab Service Fee may be higher if less effort and distance is required on your part.
You’ll be able to view the total Grab Service Fee amount in your weekly driver-partner statement.
On a booking level, the Grab Service Fee is the difference between the passenger fare and driver-partner fare.
Passenger fares will be stated in the Grab driver app as usual. You can reference it to find out the right amount to collect from passengers after completing trips on cash payment.
Here’s how cash bookings will work with the improved earnings structure:
- The passenger fare amount will be deducted from your credit wallet.
- Don’t worry if your credit wallet doesn’t have enough in it – if the balance becomes negative, there will be an automatic top up from your cash wallet to your credit wallet.
- The driver-partner fare will then be topped up into your cash wallet.
- You are required to maintain a minimum amount in your cash/credit wallet to receive bookings:
Passengers choose to book a ride after receiving and accepting an upfront fare suggested to them in the Grab superapp. It would not be possible to provide the upfront pricing our passengers are used to if we include the pickup effort and other potential fare elements, as the distance and time you would need to travel to pick passengers up varies from trip to trip.
To ensure you earn fairly for your effort, the new earnings structure calculates driver-partner and passenger fares separately. We are unable to include a pickup effort component using the previous earnings structure as it uses the same calculation for both passenger and driver-partner fares.
Your effort for a trip with far pickup distance and duration is included in the improved driver-partner earnings structure. If you are opted-in for the improved driver-partner earnings structure, there will be no far pickup bonus added separately.
Service types that are not eligible for the improved driver-partner earnings structure are still eligible for a far pickup bonus.
Existing far pickup bonus structure
You are covered only for each minute of pickup after 5 minutes.
Improved driver-partner earnings structure
You start earning the moment you receive a booking as all trips will be covered for pickup duration and distance.
Under the improved earnings structure, your earnings and passenger fares will be calculated separately. This is because you’re being covered for the (long) pick-up distance and the time you put in to pick up the passenger for the trip.
Pickup fare is calculated the moment you drop off your first passenger and head towards your next passenger’s pickup point.
You will still be eligible for Bonus Cashback*. There will also be additional compensations for passenger no-shows, passenger late cancels and trip estimate adjustments.
*based on driver-partner net earnings.
No, you will not be eligible for this [trial] improved driver-partner earnings structure.
Additional Passenger No-Show Compensation
We’ve added a tiered passenger no-show fee that considers your effort heading towards a passenger pickup point before it’s terminated via passenger no-show.
Currently,
- you receive a flat fee paid by the passenger no matter how long or far you had to drive to the pickup location.
With the improved driver-partner earnings structure trial,
- you will receive a tiered reimbursement from Grab that takes into account your effort of driving to the pickup point – in addition to the flat fee*.
This new reimbursement for passenger no-shows will be calculated based on the time you’ve spent on the road from the moment you receive the booking (or have completed a previous booking in the case of back-to-back jobs), until the time you arrive at the pickup point. You will also receive the existing flat fee after a 5-minute wait.
*amount varies depending on the service type.
You are only eligible for the tiered payout once you have waited 5 minutes and the passenger is a confirmed no show.
Here is the new structure*.
Example:
A JustGrab driver-partner that drives 8 minutes to a passenger pickup point, and waits the required 5 minutes for the passenger not to show up will receive RM3 + RM4 = RM7
- RM3 flat fee paid out immediately
- RM4 tiered fee paid out every Tuesday
Additional Passenger Late Cancellation Compensation
We’ve added a tiered passenger late cancellation compensation that covers you for the effort you’ve taken on a booking before it’s cancelled by the passenger.
Currently,
- You receive no cancellation fee if the passenger cancels before 5 minutes, and
- A flat fee paid by the passenger no matter how long or far you drive to the pickup point after 5 minutes.
With the improved driver-partner earnings structure, you will receive a tiered reimbursement from Grab for passenger cancellations that takes into account your effort as well as the flat fee*.
The improved reimbursement for late passenger cancellations will be calculated based on the time you’ve spent on the road from the moment you receive the booking (or have completed a previous booking in the case of back-to-back jobs), until the time the passenger cancels. As per the current requirement, you need to be headed towards the pickup point to be eligible for the fee.
*amount varies depending on the service type.
Frequently Asked Questions
Additional Passenger No-Show Compensation
Currently,
- you receive no cancellation fee if the passenger cancels before 5 minutes, and
- a flat fee paid by the passenger no matter how long or far you drive to pick up your passenger after 5 minutes.
With the improved driver-partner earnings structure, you will receive a tiered reimbursement from us for passenger no-shows that takes into account your effort heading towards the passenger pickup point – on top of the flat fee you currently receive.
The new reimbursement for passenger no-shows will be calculated based on the time you’ve spent on the road from the moment you receive the booking (or have completed a previous booking in the case of back-to-back jobs), until the time you arrive at the pickup point. You will also receive the existing flat fee after a 5-minute wait.
The flat fee will be paid out immediately as per usual. If you are eligible for the tiered passenger no-show fee, you will receive it in your cash wallet every Tuesday. The top up will occur automatically and will cover all the eligible trips for the Monday to Sunday of the week before.
You are eligible for the flat fee once you have waited at least 5 minutes at the pickup point. You will receive a tiered payout based on the time taken when heading towards the pickup point before your passenger no-shows.
Example:
A JustGrab driver-partner that drives 8 minutes to a passenger pickup point, and waits the required 5 minutes for the passenger not to show up will receive RM3 + RM4 = RM7
- RM3 flat fee paid out immediately
- RM4 tiered fee paid out every Tuesday
The 5 minute waiting time starts when you click ‘I’ve arrived’ once you’ve reached the passenger pickup point.
This applies to all service types except:
- KLIA rides (Klang Valley only)
- GrabShare
- GrabRent
- GrabTaxi
- GrabCar Exec
Additional Passenger Late Cancellation Compensation
Currently,
- you receive no cancellation fee if the passenger cancels before 5 minutes, and
- a flat fee paid by the passenger no matter how long or far you drive to pick up your passenger after 5 minutes.
With the improved driver-partner earnings structure, you will receive a tiered reimbursement from us for passenger cancellations that takes into account your effort as well as the flat fee.
The flat fee will be paid out immediately as per usual. If you are eligible for the tiered passenger late cancel fee, you will receive it every Tuesday in your cash wallet. The top up will occur automatically and will cover all the eligible trips for the Monday to Sunday of the week before.
You will receive a tiered payout based on the time taken when heading towards the pickup point before your passenger cancels. The tiered payout takes into account the flat fee unless the passenger cancels in less than 5 minutes.
Example:
If a passenger cancels after 8 minutes, A JustGrab driver-partner will receive RM3 + RM1 = RM4.
- RM3 flat fee paid out immediately
- RM1 tiered fee paid out every Tuesday
This applies to all service types except:
- KLIA rides (Klang Valley only)
- GrabShare
- GrabRent
- GrabTaxi
- GrabCar Exec
Fast Cancel Feature
We’re added the Fast Cancel Feature to allow driver-partners on the Improved Earnings Structure more flexibility to quickly cancel bookings that you are unable to fulfill at that moment!
How do I cancel a booking with this new screen
- Simply click ‘Cancel’
How do I accept a booking?
- By clicking ‘Continue’
- By taking no action
How will my cancellation rates be affected?
Canceling bookings with this feature won’t affect your cancellation rates, but if you cancel after this screen, it will impact your cancellation rate.
By canceling early, Grab can quickly:
- Allocate another booking that might suit you better, and;
- Find another driver-partner for the passenger making the booking experience smoother for everyone.
Trip Estimate Adjustment
We acknowledge that our maps occasionally underestimate or overestimate when calculating your trip navigation.
With trip estimate adjustment, we will automatically review your trip estimations on a per-trip basis. For cases where:
- the average is an underestimation of your fares, we will deliver the payout into your cash wallet every Tuesday. You will receive a minimum weekly payout of RM5 if you qualify.
- the average is an overestimation of your fares, we will not be taking any action and your fares will not be deducted.
You will qualify for this adjustment when:
- you have completed a minimum of 10 bookings a week and;
- if the underestimation of fares is at least RM5 over the week.
This payout is only applicable for trips completed with the improved driver-partner earnings structure.
Opt-in now to receive these improvements!
- It will take up to 24 hours for changes to reflect in your Grab driver app.
- You will be opting-in to the improved earnings structure for a minimum of 28 days.
- After 28 days, you may continue in the improved earnings structure without taking any action.
- You will have one opportunity to opt-out after 28 days.
- You can opt-in at any time.
Frequently Asked Questions
We acknowledge that our maps occasionally underestimate or overestimate when calculating your trip navigation.
With trip estimate adjustment, we will automatically calculate the net overestimation and underestimation during your trips on a weekly basis for all driver-partners. For cases over the week where:
- If the average is an underestimation of your fares, we will deliver the payout into your cash wallet every Tuesday. You will receive a minimum payout of RM5.
- the average is an overestimation of your fares, we will not be taking any action and your fares will not be deducted.
You will qualify for this adjustment when you have completed a minimum of 10 bookings a week and if the underestimation of fares is at least RM5. This payout is only applicable for trips completed with the improved driver-partner earnings structure.
If you are eligible for the trip estimate adjustment for all bookings Monday to Sunday in the previous week, you will receive it automatically in your cash wallet every Tuesday.
This applies to all transport service types except:
- KLIA rides (Klang Valley only)
- GrabShare
- GrabRent
- GrabTaxi
- GrabCar Exec
- It will take up to 24 hours for changes to reflect in your Grab driver app.
- You will be opting-in to the improved earnings structure for a minimum of 28 days.
- After 28 days, you may continue in the improved earnings structure without taking any action.
- You will have one opportunity to opt-out after 28 days.
- You can opt-in at any time.
Grab Malaysia
Forward Together
G-02 Ground Floor, Block A,
Axis Business Campus,
No 13A & 13B Jalan 225,
Section 51A, Petaling Jaya,
46100 Selangor.
Business Registration:
MyTeksi Sdn. Bhd. - 201101025619
GrabCar Sdn. Bhd. - 201401013360
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