What if my operator is not responding?

Operators are independent businesses and respond at different speeds. Each conversation in Messages shows how quickly the operator usually replies.

A booking request has not been confirmed

When you send a request, the operator has 12 hours from your request, or until 2 hours before the scheduled start if that is sooner, to accept. The deadline is shown in the app when you send the request, and on the trip.

• None of your payment goes to the operator while you wait.
• If the operator declines or does not respond in time, the request lapses and you get a full refund automatically.
• You can tap Withdraw request on the trip, and search for another listing. See Instant confirmation vs Request to book.

A message has not been answered

1. Check the usual reply time in Messages.
2. If it has passed, send a short follow up.
3. If your trip is close, open Profile > Help, choose your trip under YOUR TRIP and tap The operator isn't replying.

On the day of your trip

If your chauffeur has not appeared and Your trip, step by step has not moved on:

1. Message your operator from your trip.
2. If there is no reply, report a no show from the trip straight away.

Urgent issues on a live trip are put first. If you are ever unsafe, call 112 first.

If the trip does not go ahead

If an operator fails to turn up, report it within 24 hours of the booked start. We try to rebook you at no extra cost, or refund you in full. See What happens if my operator cancels?

Your review helps other guests choose. See How ratings and reviews work.

The full rules are in the Cancellation and Refund Policy.