How ratings and reviews work

After every trip you can review your experience, and the operator can review you. Reviews help other guests choose well and help operators keep standards high.

Leaving a review

1. Open the completed trip in Trips.
2. Tap Leave a review, then Start review.
3. Rate the trip overall, then the details.
4. Add compliments for the team if you like. They go to the operator with your review.
5. Write a public review, add any private notes, and tap Submit review.

You have 14 days after the trip ends to leave a review, and you can edit or withdraw it within 48 hours of submitting it. You can also review an operator that cancelled or did not turn up.

What you rate

You rate the trip overall, then details that depend on the service:

• Cars: punctuality, chauffeur, car, cleanliness and value
• Boats: crew, boat, safety, cleanliness and value
• Jets: crew, aircraft, on time, cabin and value

Chauffeurs and crew are not rated separately.

You and the operator review each other

Reviews go both ways. Your review of the operator and the operator's review of you stay private until both are in, or until the 14 day window closes. Then both come out at the same moment. You can read the operator's review of you on the trip and post a reply. Operators can see the rating and reviews other operators gave you. We do this on the basis of our legitimate interest in keeping Pickup safe and reliable. See Do operators review guests?

How reviews are used

• Your rating and review appear on the listing and the operator's profile, with your first name and initial.
• Operators can post one public reply.
• Ratings count towards Charter Elite, the recognition tier for operators who sustain compliance, ratings, response and clean dispute records. The criteria are published in the Charter Elite Standards, and status is checked four times a year on the last 12 months.

Review guidelines

• Describe what happened on your trip.
• Keep it honest and respectful.
• Do not include phone numbers, plate numbers or anything that identifies someone.
• Do not use a review to raise a safety issue or a dispute. Report those from the trip or in Profile > Help so they can be dealt with properly.

Reviews that break these guidelines may be removed. The full rules are in the Reviews and Ratings Policy.

Reporting a review

If a review is abusive, fake or includes personal details, report it. See How to report a message, review or user.