If your chauffeur is late or has not arrived

Traffic in Lagos can be unpredictable. From 1 hour before your trip starts, you can follow your chauffeur's progress in the app.

If your chauffeur is running late

1. Open the trip in Trips to see the live status and the chauffeur's location.
2. Message the chauffeur in the app for an updated arrival time.
3. If the delay causes a problem, such as a missed meeting, start a request in Profile > Help > Your cases. The operator has 24 hours to reply, and then you can ask Pickup to step in. See How to raise a dispute.

If your chauffeur has not arrived

If the chauffeur or crew does not turn up after the booked start, report it in the app straight away. A no show by the operator comes straight to Pickup, without the 24 hour wait. Report it within 24 hours of the booked start.

Open the trip, tap Report a problem and choose My chauffeur didn't show up. Or open Profile > Help, choose your trip under YOUR TRIP and tap My chauffeur is late or not here. Include your booking reference if you chat with support.

What happens next

When an operator fails to turn up, we try to rebook you with another verified operator of comparable standard at no extra cost. If that is not possible, or you do not accept it, you receive a full refund once we have confirmed the no show. This is set out in the Guest Terms and the Cancellation and Refund Policy.

Never get into an unbooked car

If someone arrives who is not the chauffeur named in the app, do not get in. Check the name, photo and plate against your booking. See If the wrong car or chauffeur arrives.