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This study purpose is to investigate the determinants of consumer switchover intention with the mediating role of forgiveness. Brand love, agreeableness, and service failure severity are proposed as factors that influencing switchover intention. Brand love context apply theory of planned behavior factors such as attitude, subjective norm, propensity to anthropomorphize, and affordability. Additionally, this study examines the influence of involvement with the brand on the proposed relationship. A survey (N = 265) is used to test the research framework in context ride-hailing service industry with the help of purposive and snowball sample. Confirmatory factor analysis and multi-group analysis in structural equation modeling techniques assessed the proposed model. Results show that the proposed model gives valuable insight to switchover intention, where forgiveness mediates the relationship between brand love, agreeableness, service failure severity and switchover intention. Attitude and propensity to anthropomorphize are the factors that significant influences on brand love. Brand love and service failure severity have significant impacts on forgiveness. On the other hand, brand love, agreeableness, and service failure severity have significant impacts on switchover intention when mediated by forgiveness.