How to report a problem with your trip

Not every problem is a safety issue. If your trip did not match what you booked, let us know so we can put it right with your operator.

Common problems

• Your chauffeur arrived late or not at all.
• The vehicle, vessel or aircraft was different from the listing.
• Features listed, such as Wi-Fi or refreshments, were missing.
• Your trip ended earlier than booked.
• Your chauffeur was changed without notice in the app.

Your operator can change your chauffeur, but the new chauffeur must be verified and you are told in the app. See What happens if my operator cancels?

During the trip

1. On the live trip, tap More, then Report a problem. Or message your operator from your trip. Many issues can be fixed on the spot.
2. Choose what went wrong, tell us what happened and add time stamped photos.
3. Tap Send report.

Report within 1 hour of the trip ending and the payment stays on hold while we look into it. For a service issue, the operator has 24 hours to put it right, and then you can ask Pickup to step in.

Some things come straight to Pickup, without waiting for the operator: a safety issue, an injury or an accident (call 112 first in an emergency), a chauffeur who did not turn up, a car, boat, aircraft or crew that does not match the app, and suspected fraud.

After the trip

Report it within 72 hours of the trip ending. If the operator did not turn up at all, report it within 24 hours of the booked start.

1. Open the trip in Trips.
2. Tap Report a problem with this trip, or go to Profile > Help > Your cases > Start a request.
3. Give a clear description, and add photos or screenshots where they help.
4. Tell us what outcome you are looking for: a partial refund, a full refund, or just letting the operator know.

You can also rate the trip honestly with Leave a review. See How ratings and reviews work.

What happens next

An open case holds the whole payout for that booking until it is decided. We ask you and the operator for evidence within 72 hours, and look at the booking record. Where a trip was materially not as described, you may get a partial or full refund, paid by Pickup without waiting for the operator. See the Cancellation and Refund Policy. If you cannot agree an outcome, it becomes a dispute. See How to raise a dispute.

If anything felt unsafe, report it as a safety issue instead. See How to report a safety issue.