Embedded Files
From 29 Sep 2025
From 29 Sep 2025
📢 Update on New Premium/Exec eligibility requirements
📢 Update on New Premium/Exec eligibility requirements
Passengers who choose Premium and Exec rides expect a higher standard of service, and we’re proud to share that our driver-partners are not only meeting these expectations but exceeding them – with the average Driver Rating above 4.9.
Passengers who choose Premium and Exec rides expect a higher standard of service, and we’re proud to share that our driver-partners are not only meeting these expectations but exceeding them – with the average Driver Rating above 4.9.
However, there are pockets of inconsistency in service standards across Premium and Exec rides, which can affect passengers’ overall impression of these services. That’s why we’re setting a new benchmark in Driver Rating – to ensure every passenger enjoys a consistent experience, and to better support our driver partners.
However, there are pockets of inconsistency in service standards across Premium and Exec rides, which can affect passengers’ overall impression of these services. That’s why we’re setting a new benchmark in Driver Rating – to ensure every passenger enjoys a consistent experience, and to better support our driver partners.
Starting 29 Sep 2025, all Premium and Exec driver-partners will need to maintain a Driver Rating of 4.85 to continue offering these services.
Starting 29 Sep 2025, all Premium and Exec driver-partners will need to maintain a Driver Rating of 4.85 to continue offering these services.
✨This includes:
All Premium services
Premium, Premium | 6 seats
Premium: 4 seats, Premium: 6 seats
Premium (1 hour), Premium (2 hours), Premium (4 hours)
Premium | 6 seats (1 hour), Premium | 6 seats (2 hours), Premium | 6 seats (4 hours)
All Exec services
Premium | Exec, Premium | 6 seats | Exec
Premium: Exec, Premium | 6 seats : Exec
This change won’t affect most driver-partners, as the majority already meet this benchmark.
If you're new to Premium / Exec:
If you're new to Premium / Exec:
Within the first four weeks from your onboarding date: You will need to complete a mandatory Customer Service & Quality (CSQ) training to retain access to the Premium / Exec Services.
CSQ training fee: Singaporeans aged 25 years old and above may use SkillsFuture Credit to offset the fees. For more information about the course, please refer to this page.
Post-training (4 weeks after onboarding date): You'll be placed under an 8-week Probation Period. During this period, if your Driver’s Rating falls below 4.85, you will be notified via your Driver app and encouraged to join our Co-Pilot program where you’ll be paired with experienced driver-partners for guidance, coaching, and practical tips on enhancing your service.
Post-Probationary Period (8 weeks after training completion): From this point onwards, you’ll be held to the same standards as other Premium / Exec drivers. For more information on the policy, refer to the section below for existing drivers.
If you're an existing Premium / Exec driver-partner:
If you're an existing Premium / Exec driver-partner:
If your rating falls below 4.85, you’ll first receive a notification via your Driver app and have 4 weeks to improve your rating.
If your rating continues to remain below 4.85 after 4 weeks, you’ll be given an additional 8 weeks to complete an in-person Driver Excellence training session on customer service excellence and strengthen your service.
If your rating continues to remain below 4.85 after 12 weeks, you’ll have 1 week to complete a consultation session with us.
During this 13-week period, your Premium / Exec service access will remain active while we work together to improve your rating. We’ll also provide you with insights from passenger feedback at each stage so that you know which areas to focus on.
What if you receive an unfair rating?
What if you receive an unfair rating?
We know that not all ratings fully reflect the services rendered. That’s why we’ll base our evaluation on multiple reviews. We’ll also consider any inputs you share through the Driver app on specific ratings. These steps ensure that no single unfair rating will impact your overall performance.
What support and resources are available?
What support and resources are available?
You’ll have access to helpful guides with practical tips, along with training sessions led by professional trainers to support your growth. You’ll also have the option of joining our Co-Pilot program where you’ll be paired with experienced driver-partners for guidance, coaching, and practical tips on enhancing your service.
We also want to assure you that any decision regarding your ability to provide Premium and Exec rides will be made with fairness in mind. Each case will be carefully reviewed.
Need some insider tips on how to improve your rating? Click here for the Top 5 Tips for Happier Passengers, or here for a more detailed guide across services.
Together, we can continue delivering exceptional service to our passengers. Drive safe!
FAQs
FAQs
Onboarding and Training
Q1. I am a new Premium / Exec driver-partner who completed my onboarding after the announcement on 28 Aug 2025 and prior to 29 Sep 2025, am I required to attend the training?
Yes, you are required to attend the CSQ training, you may register and find out more here. However, you will have an additional grace period to complete the mandatory training. Please do so before 7 Nov 2025.
Q2. Am I allowed to join as a new Premium / Exec driver-partner if my Driver’s Rating is below 4.85?
Yes, you are still allowed to join as a new Premium / Exec driver-partners. However, you will be subjected to a notifications if your DR remains below 4.85 post-probationary period.
Q3. I am an experienced Grab driver-partner, who just upgraded my vehicle to become a new Premium / Exec driver-partner. Am I required to attend training?
Yes, you are required to attend the CSQ training that is catered specifically for Premium / Exec drivers, you may register and find out more here.
Q4. I am an experienced Grab Driver, with no issue with my Driver’s Rating. Can I still attend training?
Yes, you may opt-in to attend the CSQ training and offset the course fees using your SkillsFuture Credit. You may register and find out more here.
Q5. If I have previously attended Customer Service & Quality (CSQ) Training, do I need to attend again?
No, you won't need to attend the CSQ training again if you've already completed the course.
Q6. I have temporarily converted my Premium / Exec vehicle to a Standard vehicle / Taxi. Do I need to attend the training when I revert back to Premium / Exec?
No, you won't need to attend the training if you've previously onboarded as a Premium / Exec driver-partner before 29 Aug 2025.
Q7. What are the repercussions if I refuse to attend the Driver Excellence training?
You will be given four weeks to attend the training, failing which you will no longer be eligible to receive Premium / Exec bookings. You will however be able to continue receiving other services that your vehicle is eligible for.
Q8. Where will be CSQ and Driver Excellence training be held? And how long is the course?
The training classes will be held at Grab@Tamp. CSQ training will take about 8 hours, while the Driver Excellence training (no course fee) will take about 4 hours.
Driver Ratings
Q1. How is my Driver Rating calculated?
Your Driver Rating is calculated as the average of your recent 100 trip ratings in the past 12 months from passengers. Passengers rate their ride experience after each trip on a scale of 1 to 5 stars, and your overall rating is based on these scores. If you have received less than 100 ratings, the system will calculate the average based on all the ratings received in the last 12 months.
Others
Q1. What happens to my other incentives such as Earnings Bonus for Premium, Grab Streak Bonus etc. if my rating falls below 4.85?
You will continue to receive your incentives subject to meeting the bonus requirements, such as the number of rides, acceptance rate (AR), and cancellation rate (CR).
Q2. What will happen if I fail to retain my Premium / Exec access?
You will be able to continue receiving other services bookings that your vehicle is eligible for.
From 25 Mar 2024
From 25 Mar 2024
📢 Update on Earnings Bonus for Premium
📢 Update on Earnings Bonus for Premium
Terms & Conditions
Terms & Conditions
This earnings bonus runs from 25 March 2024 @ 00:00 hours till further notice (the "Campaign Period").
Applicable for rides completed on the following services only:
Premium
Premium | 6 seats
Premium : 4 seats
Premium : 6 seats
Standard AR / CR / DR requirements apply:
Acceptance Rating (AR) ≥ 90%
Cancellation Rating (CR) ≤ 10%
Driver Rating (DR) ≥ 4.60
All driver-partners who are suspected of gaming the system will be thoroughly investigated and Grab reserves the rights and discretion to take necessary actions in such instances.
Grab reserves the right to withdraw or amend and/or alter any part or the whole terms and conditions at any time without prior notification and you agree to be bound by those changes.
FAQs
FAQs
About Earnings Bonus for Premium
What is the Earnings Bonus for Premium?
This is a campaign intended to cushion the higher operating cost.
Who is eligible for the Earnings Bonus for Premium?
All Premium driver-partners are auto-enrolled in this campaign.
How can I track my ride progress and qualified trip count for the week?
You may track your rides progress and qualification criteria such as AR / DR / CR via the Grab Driver app under ‘Incentives’. However, please ignore the payout amount reflected.
Eligibility
Which services are eligible for this campaign?
Premium, Premium | 6 seats, Premium : 4 seats and Premium : 6 seats.
How will the week's eligible rides be counted?
Rides will be counted based on the eligible rides within the calendar week (Monday - Sunday).
Are My Destination rides eligible for the Earnings Bonus?
No, all My Destination rides are not eligible.
Are multi-destination rides eligible for the Earnings Bonus?
Yes, each Multi-Destination ride will count as 1 qualifying ride for the Earnings Bonus.
What is the difference between Acceptance Rating (AR), Cancellation Rating (CR), and Driver Rating (DR)?
Acceptance Rating (AR) is a rating to calculate the number of incoming jobs that a driver-partner accepts out of all the jobs that were assigned to the driver.
Cancellation Rating (CR) is the number of rides canceled out of the total number of accepted rides by the driver-partner.
Driving
Driving Rating (DR) is calculated from the most recent 100 ratings submitted by passengers on their ride experience.
All jobs are counted towards Cancellation Rating (CR)/Acceptance Rating (AR)/Driver Rating (DR) calculation regardless of Auto-accept status.
Do I need to be on Auto-Accept to qualify?
No, both Auto-Accept and Manual Accept jobs will be counted towards the incentives.
Payout
When will I be paid?
Payouts will now be processed and credited by every Wednesday. If Wednesday falls on a public holiday, it will be processed the next working day.
How is the payout calculated?
The Earnings Bonus is determined by the total number of rides completed and the eligible net earnings components within the calendar week. To calculate the actual payout amount, please use this formula: [Pick-up fare + Trip Fare + Change drop-off] * Earning Bonus % = Actual Payout Amount
Page updated
Google Sites
Report abuse