3 min read
Updated 2 November 2026
For guestsIf something on your trip felt unsafe, tell us. Reports help us act on operators, chauffeurs and crew who fall short of Pickup's standards.
If anyone is in immediate danger, call 112 first. See What to do in an emergency.
What to report
- Dangerous or reckless driving, or a chauffeur who appears impaired.
- A chauffeur who does not match the name and photo shown in the app, or a vessel, aircraft or crew that does not match your booking.
- Harassment, threats or discrimination.
- A vehicle, vessel or aircraft that seems unsafe, such as missing seatbelts or life jackets.
- A boat departing or staying out after daylight hours.
- Anyone offering armed security or a police escort. Pickup does not offer either.
How to report during a trip
- On the live trip, tap Safety, then Report a safety issue to Pickup.
- Choose what happened and tell us more.
- Tap Send to Pickup safety.
Urgent issues on a live trip are put first. This goes straight to Pickup safety, never through the operator. You can also tap Share live trip so someone you trust can follow your location.
How to report after a trip
- Go to Profile > Safety > Report a safety issue, or open Profile > Help, tap Still need help?, then Pickup safety.
- Choose what happened and tell us more.
- Add dates, times and any detail that helps. You can also email support@pickupcharter.com.
You can also rate the trip honestly with Leave a review. See How ratings and reviews work.
What happens next
We review your report with the booking record and the operator's account. Reports are concluded within 7 days, and you can follow yours in Profile > Safety > Your safety reports. Depending on what we find, we may suspend a chauffeur, crew member or listing while we investigate. We will not share your personal details with the operator beyond what is needed. See the Privacy Policy.
