Reporting discrimination

Everyone on Pickup must be treated fairly. Operators, chauffeurs, crew and guests must not discriminate on grounds such as ethnicity, religion, sex, disability, place of origin or other protected characteristics, as set out in our Nondiscrimination Policy.

What counts

Examples include refusing a booking, cancelling or treating a traveller differently because of a protected characteristic, or refusing an assistance animal that was notified in advance.

Some decisions are lawful and are not discrimination, such as declining to exceed a vehicle's certified capacity, aviation safety rules, or a captain refusing to sail in unsafe conditions.

Chauffeur preferences

There is no option on Pickup to choose a chauffeur's gender. You can ask the operator by message, and an operator may accommodate a request where it can. Pickup is neutral on this and does not record it. Chauffeurs and crew must never be treated less favourably for not being chosen.

How to report it

1. Go to Profile > Safety > Reporting discrimination and tap Report discrimination.
2. Choose the category that fits.
3. Tell us what happened, when, and who was involved. Include any messages or screenshots.

If you feel unsafe, move to a safe place and call 112 first.

What happens next

Your report goes to Pickup safety, never to the operator first. We aim to act straight away where needed and to conclude the investigation within 7 days. The other person is heard before any permanent action. Consequences can include a warning, suspension or removal from Pickup, under Account Suspension and Removal.

We do not tolerate retaliation against anyone who reports discrimination in good faith.