What happens if my operator cancels?

Operators commit to the trips they accept. Occasionally something changes. Here is what to expect.

If your chauffeur changes

Before your trip, you see your assigned chauffeur's name, photo and plate in your trip details.

If the operator needs to assign someone else:

1. The operator makes the change in the app.
2. The new chauffeur is verified before they can be assigned.
3. You are told, and your trip details show the new chauffeur's name and photo.

You do not need to do anything. A change of chauffeur is not a reason for a refund, as long as the new chauffeur is verified and shown in the app.

Always check the name, photo and plate match who arrives. If they do not, do not get in. A chauffeur who is not shown in your trip details should never collect you. From 1 hour before the start to 1 hour after it, you can refuse a car, boat, aircraft or crew that does not match the app, for a full refund. A case opens so Pickup can hear the operator's side. See If the wrong car or chauffeur arrives.

If your captain or crew change

On a boat, yacht or private jet, crew are shown by role, not by name. If the operator changes the crew, you are told in the app, for example "Your captain has changed". You do not need to do anything. A change of crew is not a reason for a refund.

If your operator cancels

1. You are told in the app.
2. We try to rebook you with another verified operator of a comparable standard, at no extra cost to you.
3. If that is not possible, or you do not want the new booking, you get a full refund. None of your payment goes to the operator before the trip. See the Cancellation and Refund Policy.

Cancellations by operators are recorded and affect their standing on Pickup.

If the operator cancels because you broke the rules, your own cancellation option applies. If it cancels because of a prohibited item, only the road levy comes back. Either way a case opens, and the operator's money is held until Pickup checks.

Safety and weather

Captains and aircraft operators can delay or cancel for safety reasons, including weather. This is their decision to make. If weather or a regulator stops the trip, you get a refund of the total price, less a fair amount for any part already delivered. See the Cancellation and Refund Policy.

If your chauffeur does not arrive

Check Your trip, step by step in your trip details, then message your operator. If you get no response, report a no show from the trip within 24 hours of the booked start. It comes straight to Pickup. Do not cancel the booking yourself.