Terms & Conditions

01.Introduction and Acceptance of Terms

Welcome to Grab Travel ("Grab Travel," "we," "us," or "our"), a travel agency operating out of Business Center, 3rd Floor, Building A3, Business Park, Dubai, United Arab Emirates.

These Terms and Conditions ("Terms") govern your access to and use of our website www.grabtravel.ae (the "Website"), and your purchase or use of any travel-related products or services offered by Grab Travel, including but not limited to flight bookings, hotel accommodation, holiday packages, visa assistance, and other travel management services (collectively, the "Services").

By accessing our Website, making an enquiry, or booking any Service through Grab Travel — whether online, by phone, by WhatsApp, by email, or in person — you ("Customer," "Client," "you," or "your") confirm that you have read, understood, and agree to be bound by these Terms, together with our Privacy Policy, in accordance with the applicable laws of the United Arab Emirates, including Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services, which recognises the legal validity of electronic agreements and communications.

If you do not agree to these Terms, please do not use our Website or Services.

Where a booking is made by one individual on behalf of other travellers (e.g., family members, colleagues, or a group), that individual is deemed the "Lead Traveller" and is responsible for ensuring all travellers in the booking are aware of, and agree to, these Terms.

02.Definitions

• "Booking" means a confirmed reservation for flights, hotels, packages, transfers, or any other travel product arranged by Grab Travel on your behalf.
• "Supplier" or "Third-Party Provider" means any airline, hotel, tour operator, car rental company, insurance provider, ground handler, visa processing authority, or other independent entity that actually supplies the travel product or service.
• "Confirmation" means the booking confirmation, e-ticket, voucher, or itinerary issued by Grab Travel or a Supplier following successful payment.
• "Package" means a pre-arranged combination of at least two travel elements (e.g., flight and hotel) sold by Grab Travel for a single price.

03.Our Role as a Travel Intermediary

Grab Travel acts as a booking agent and travel intermediary between you and the airlines, hotels, tour operators, and other Suppliers whose products and services we help you arrange. Except where we act as the principal organiser of a Package, all bookings are subject to the specific terms, conditions, fare rules, cancellation policies, and liability limitations of the relevant Supplier, which form part of your contract with that Supplier and take precedence over any conflicting general expectation regarding that specific product.

We take reasonable care in selecting reputable Suppliers, but we do not control and are not responsible for the acts, omissions, delays, or default of any Supplier. Where Grab Travel packages multiple travel elements together and sells them as a single Package under its own name, Grab Travel accepts the responsibilities of a package organiser for that Package in accordance with applicable UAE consumer protection law.

04.Booking Process and Confirmation

4.1 Enquiries and bookings may be submitted via our Website, telephone, WhatsApp (+971 56 982 3088), email (enquiry@grabtravel.ae), or in person at our office.

4.2 A booking is only confirmed once Grab Travel has received full or the required partial payment and has issued a written confirmation (by email, WhatsApp, or through the Website). Verbal quotations, screenshots of fares, or provisional holds do not constitute a confirmed booking and are subject to availability and price change until confirmed in writing.

4.3 It is your responsibility to check all Confirmation details — including names (exactly as they appear on the relevant passport), dates, timings, routing, and hotel details — immediately upon receipt and to notify us promptly of any discrepancy. Airlines and hotels may charge substantial fees to correct errors reported after confirmation, particularly name misspellings.

4.4 Fares, room rates, and availability are dynamic and not guaranteed until full payment is received and Confirmation is issued, even where a quotation has previously been provided.

05.Pricing and Payment

5.1 All prices quoted by Grab Travel are in UAE Dirhams (AED) unless otherwise stated, and are subject to change without prior notice until a booking is confirmed and paid for in full, due to factors including currency fluctuation, fuel surcharges, Supplier price adjustments, and changes in government taxes or fees.

5.2 Quoted prices may exclude certain items unless expressly stated as included, such as visa fees, travel insurance, airport taxes not collected at the time of booking, baggage charges, seat selection, meals, tourism dirham fees, and other ancillary charges levied by Suppliers or government authorities.

5.3 Payment may be made via the methods made available by Grab Travel from time to time, which may include bank transfer, credit/debit card, or approved online payment gateways. Where a deposit is accepted, full payment must be received by the balance due date communicated at the time of booking, failing which Grab Travel reserves the right to treat the booking as cancelled and apply the applicable cancellation charges described in Section 6.

5.4 Card payments processed through our Website or third-party payment gateways are subject to the applicable gateway's own terms and security protocols. Grab Travel does not store full card details.

5.5 Grab Travel reserves the right to charge a reasonable service or handling fee for arranging bookings, amendments, refunds, and visa processing, which will be disclosed to you before the fee is charged wherever practicable.

06.Amendments, Cancellations, and Refunds

6.1 Amendments. Requests to change a confirmed booking (dates, names, routing, room type, etc.) are subject to the relevant Supplier's rules and availability, and may incur amendment fees charged by the Supplier in addition to any Grab Travel service fee.

6.2 Cancellations by the Customer. Cancellation requests must be submitted in writing (email or WhatsApp). Refund eligibility and any cancellation charges are governed by the fare rules, rate conditions, or contract terms of the specific airline, hotel, or Supplier applicable to your booking at the time of purchase — these range from fully refundable to entirely non-refundable, and Grab Travel has no authority to override them. Where applicable, Grab Travel's own service fees are non-refundable once a booking has been confirmed and processed.

6.3 Cancellations or Changes by Suppliers. Where an airline, hotel, or other Supplier cancels, reschedules, or materially changes a service (e.g., flight cancellation or schedule change), Grab Travel will make reasonable efforts to notify you promptly and assist in seeking any refund, re-booking, or compensation to which you may be entitled directly from that Supplier under its own conditions of carriage or applicable law. Grab Travel is not liable for compensating you beyond what the responsible Supplier provides.

6.4 Refund Processing. Where a refund is due, Grab Travel will submit the request to the relevant Supplier on your behalf. Refund timelines are determined solely by the Supplier and may take several weeks; Grab Travel is not responsible for delays caused by Suppliers, banks, or payment processors, but will make reasonable efforts to follow up on your behalf.

6.5 No-Shows. Failure to check in for a flight, arrive at a hotel, or use any pre-booked service without prior cancellation ("no-show") will typically forfeit the full value of that booking under most Supplier terms, with no refund available.

07.Travel Documents, Visas, and Entry Requirements

7.1 It is the Customer's sole responsibility to ensure that all travellers hold a valid passport (with the minimum validity required by the destination country, typically six months beyond the travel dates), any required visas, transit permits, and to comply with all health, immigration, customs, and other entry requirements of the destination, transit, and return countries.

7.2 Where Grab Travel offers visa assistance or processing services, we act only as a facilitator in submitting the application to the relevant embassy, consulate, or government authority. Grab Travel does not guarantee visa approval, processing times, or entry permission, as these decisions rest entirely with the relevant government authority. Visa fees, once submitted to the authority, are generally non-refundable regardless of the outcome.

7.3 Requirements vary by nationality and by traveller, and can change without notice. We recommend all Customers independently verify current entry and transit requirements with the relevant embassy or official government sources before travel. Grab Travel accepts no liability for denied boarding, denied entry, deportation, or any loss arising from a Customer's failure to hold correct travel documentation.

08.Health, Safety, and Travel Insurance

8.1 We strongly recommend that all Customers purchase comprehensive travel insurance covering, at a minimum, medical emergencies, trip cancellation/interruption, baggage loss, and repatriation, at the time of booking.

8.2 Customers are responsible for informing themselves of any recommended or required vaccinations, health precautions, or medical fitness-to-fly requirements for their destination and mode of travel, and for disclosing any relevant medical conditions to the relevant airline or Supplier where required.

8.3 Grab Travel is not a medical or insurance provider and accepts no liability for medical costs, evacuation costs, or losses that appropriate travel insurance would otherwise have covered.

09.Flights, Hotels, and Other Third-Party Suppliers

9.1 Flights. All flight bookings are subject to the applicable airline's conditions of carriage, baggage policy, and fare rules. Schedule changes, delays, cancellations, overbooking, and denied boarding are matters governed by the operating airline and, where applicable, international conventions (e.g., the Montreal Convention) and the laws of the airline's jurisdiction.

9.2 Hotels. Room descriptions, star ratings, images, and amenities are provided by the hotel or a third-party content aggregator and are believed accurate but not guaranteed by Grab Travel. Check-in/check-out times, resort fees, city taxes payable locally, and property-specific policies are set by the hotel.

9.3 Packages and Tours. Itineraries are indicative and may be adjusted by the operating Supplier due to local conditions, weather, safety, or operational reasons, with substitutions of comparable standard made where reasonably possible.

9.4 Grab Travel is not liable for the independent acts, omissions, insolvency, negligence, or contractual defaults of any airline, hotel, ground operator, or other Supplier, except to the extent such liability cannot be excluded under mandatory UAE law.

10.Force Majeure

Grab Travel shall not be liable for any failure or delay in performing its obligations, nor for any loss, damage, cost, or additional expense you incur, arising from circumstances beyond our reasonable control ("Force Majeure"), including but not limited to natural disasters, extreme weather, pandemic or epidemic, war, terrorism, civil unrest, government action or travel restriction, airspace closure, strikes, or airline/airport disruption. Where a Force Majeure event affects your travel, Grab Travel will provide reasonable assistance in liaising with the relevant Supplier, but any refund, credit, or compensation will be subject to that Supplier's own policies.

11.Limitation of Liability

11.1 To the fullest extent permitted under the laws of the United Arab Emirates, Grab Travel's liability to you in connection with any booking is limited to the value of the service fee retained by Grab Travel for arranging that specific booking, save where liability arises from Grab Travel's own proven gross negligence, wilful misconduct, or fraud, or where liability cannot lawfully be excluded or limited.

11.2 Grab Travel shall not be liable for any indirect, incidental, or consequential loss, including loss of enjoyment, loss of profit, or loss of opportunity, arising from a booking or from use of the Website.

11.3 Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under the UAE Civil Transactions Law (Federal Law No. 5 of 1985), the Federal Law No. 15 of 2020 on Consumer Protection, or any other mandatory provision of UAE law.

12.Customer Obligations and Conduct

You agree to:

• Provide accurate, complete, and up-to-date information when making a booking, including passenger names exactly as they appear on travel documents;
• Arrive at check-in points, airports, and departure points with sufficient time as advised by the relevant Supplier;
• Behave in a lawful and respectful manner during travel; Grab Travel and its Suppliers reserve the right to refuse service to any person whose conduct is deemed disruptive, unlawful, or unsafe;
• Bear responsibility for any loss or additional cost arising from your own failure to comply with these Terms, Supplier conditions, or applicable laws and entry requirements.

13.Website Use and Intellectual Property

13.1 All content on the Website — including text, graphics, logos, the Grab Travel name and slogan "Your Journey, Our Passion," images, and software — is the property of Grab Travel or its licensors and is protected under UAE and international intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from any part of the Website without our prior written consent.

13.2 You agree not to use the Website for any unlawful purpose, to transmit malicious code, to attempt unauthorised access to our systems, or to engage in any activity prohibited under Federal Decree-Law No. 34 of 2021 on Combatting Rumours and Cybercrimes or other applicable UAE cybercrime legislation.

13.3 We aim to keep information on the Website accurate and current but do not guarantee that all content, pricing, or availability displayed is error-free at all times; any material error will be corrected as soon as reasonably identified, and Grab Travel reserves the right to correct pricing errors even after a booking request, subject to notifying you before final confirmation.

14.Privacy and Data Protection

Grab Travel collects and processes personal data (such as your name, contact details, passport information, and payment details) solely to provide and manage the Services, in accordance with Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data and its Executive Regulations. Details of how we collect, use, store, and protect your personal data — including your rights of access, correction, and deletion — are set out in our separate Privacy Policy, which forms part of these Terms. By using our Services, you consent to the processing of your personal data as described in that Privacy Policy, including sharing necessary details with airlines, hotels, visa authorities, and payment processors solely for the purpose of fulfilling your booking.

15.Complaints and Dispute Resolution

15.1 If you are dissatisfied with any aspect of our Services, please contact us as soon as possible via email at enquiry@grabtravel.ae or WhatsApp at +971 56 982 3088, so that we may investigate and seek to resolve the matter promptly.

15.2 Complaints relating specifically to the in-destination conduct of a Supplier (e.g., hotel service, flight delay) should also be raised with that Supplier directly at the time, as they are best placed to remedy the issue immediately; Grab Travel will assist in escalating such complaints where appropriate.

15.3 Where a dispute cannot be resolved amicably, either party may pursue the matter through the competent courts as set out in Section 16 below.

16.Governing Law and Jurisdiction

These Terms, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai. The parties agree to submit to the exclusive jurisdiction of the competent courts of Dubai, United Arab Emirates, without prejudice to any mandatory consumer-protection venue rights available to you under applicable law.

17.General Provisions

17.1 Severability. If any provision of these Terms is held invalid or unenforceable by a competent court, the remaining provisions shall continue in full force and effect.

17.2 Entire Agreement. These Terms, together with the applicable Supplier terms and our Privacy Policy, constitute the entire agreement between you and Grab Travel regarding the Services, superseding any prior understanding relating to the same subject matter.

17.3 No Waiver. Failure by Grab Travel to enforce any provision of these Terms shall not constitute a waiver of that provision or any other provision.

17.4 Assignment. You may not assign or transfer your rights or obligations under a booking without our prior written consent; Grab Travel may engage subcontractors or agents to help fulfil the Services.

18.Changes to These Terms

Grab Travel may update or amend these Terms from time to time to reflect changes in our Services, business practices, or applicable law. The updated Terms will be posted on this page with a revised "Last Updated" date and will apply prospectively to bookings made after the update. We encourage you to review these Terms periodically.

19.Contact Us

If you have any questions about these Terms and Conditions, please contact us: