This paper aims to examine more deeply the role of the customer forgiveness and service recovery variables on the relationship between service failure and loyalty. This research uses a go-car service on a gojek as the object of research. Go-car service was chosen because it is one of the services in Go-jek that has received a lot of criticism from its users. The respondents in this research were Go-Car service users who had experienced service failures when using the service. The determination of the number of samples in this research used a purposive sampling technique with a sample of 200 respondents. The method of collecting data is using a questionnaire, the data is analyzed using PLS-SEM.