Managing bookings and trips
Accept requests, assign chauffeurs and crew, handle substitutions and extensions, and run each trip.
22 articlesUpdated 2 November 2026
All 22 articles
Booking statuses explainedWhat each Pickup booking status means for operators, from Requested and Upcoming to Active, Completed and Cancelled, and what to do at each stage.
Accepting and declining requestsHow to review, accept or decline a Request to book on Pickup in the time you have to reply, and what to check before you say yes.Assigning a chauffeur or crewHow to assign a verified chauffeur, captain or flight crew to a confirmed Pickup booking, who can be assigned and why the right person must arrive.Changing the assigned chauffeur or crewHow to change the assigned chauffeur or crew on a Pickup booking, the substitution rules, how the guest is told and what to do with no replacement.Handling trip extensionsHow to accept or decline a guest's request for more time on an active Pickup trip, how extra time is priced, and when you should say no.Starting and completing a tripHow a Pickup trip starts on its own at the booked time, how to deliver it safely and complete it, with before and after photos and reviews.Reporting and blocking guestsHow Pickup operators and crew report a guest's message, review or behaviour, block a guest, and what the trust and safety team does with a report.Safety during tripsThe safety tools on every Pickup trip, from verified crew to live location and check-ins, and what operators should do first in an emergency.Can I send a different vehicle, vessel or aircraft?How to offer a replacement car, boat or aircraft in the app, what the replacement must meet, and the guest's right to say no and get a full refund.What should I do if a vehicle breaks down during a trip?Step by step: keep everyone safe, tell the guest and Pickup, send a replacement through the app, or cancel for a recognised reason.What do I do after an accident or incident during a trip?What to do after an accident or incident on a trip: call 112, report in the app straight away and within 24 hours, notify your insurer and keep evidence.What happens if a guest is late?How waiting works when a guest is late, how extra time is charged properly in the app, and when a late guest becomes a no show.How long can one chauffeur drive in a day?The limits on continuous and daily driving for chauffeurs, and how to plan full day bookings and extensions with breaks.What should I do if a guest offers to pay me directly?How to respond when a guest offers cash, a transfer or a direct booking, why every payment must go through Pickup, and how to report repeated requests.What can I do about an intoxicated or disruptive guest?How chauffeurs and crew should handle a guest who is drunk, abusive or unsafe, when they may refuse or end a trip, and how to report it.What if a guest wants to bring their own armed security detail?How to handle a guest who travels with lawfully assigned, on duty security personnel, such as a police detail, and your right to decide whether to carry them.Can a guest ask for a male or female chauffeur?How to handle a guest request for a chauffeur or crew member of a particular gender, and how to protect your crew from unfair treatment.Do I have to carry a guest with an assistance animal?Your duty to carry assistance animals, how they differ from pets and comfort animals, and what to do on boats and aircraft where extra rules apply.What should I do if a guest leaves something behind?How to handle items guests leave in your car, boat or aircraft: check promptly, log it in the app, keep it safe for 30 days and arrange the return through the app.How do corporate bookings and event support work?What changes when a company books a trip or an event on Pickup: invoicing, multiple travellers, and dedicated event support.How should I respond when a guest raises a problem?The operator first process for service issues: reply within 24 hours, what happens if the guest escalates, and how an open case holds your payout.Can my chauffeur or crew accept tips?The rules on tips: no in app tipping, crew must never ask, unsolicited cash tips may be accepted, and tips never affect ratings or bookings.
Accepting and declining requestsHow to review, accept or decline a Request to book on Pickup in the time you have to reply, and what to check before you say yes.Assigning a chauffeur or crewHow to assign a verified chauffeur, captain or flight crew to a confirmed Pickup booking, who can be assigned and why the right person must arrive.Changing the assigned chauffeur or crewHow to change the assigned chauffeur or crew on a Pickup booking, the substitution rules, how the guest is told and what to do with no replacement.Handling trip extensionsHow to accept or decline a guest's request for more time on an active Pickup trip, how extra time is priced, and when you should say no.Starting and completing a tripHow a Pickup trip starts on its own at the booked time, how to deliver it safely and complete it, with before and after photos and reviews.Reporting and blocking guestsHow Pickup operators and crew report a guest's message, review or behaviour, block a guest, and what the trust and safety team does with a report.Safety during tripsThe safety tools on every Pickup trip, from verified crew to live location and check-ins, and what operators should do first in an emergency.Can I send a different vehicle, vessel or aircraft?How to offer a replacement car, boat or aircraft in the app, what the replacement must meet, and the guest's right to say no and get a full refund.What should I do if a vehicle breaks down during a trip?Step by step: keep everyone safe, tell the guest and Pickup, send a replacement through the app, or cancel for a recognised reason.What do I do after an accident or incident during a trip?What to do after an accident or incident on a trip: call 112, report in the app straight away and within 24 hours, notify your insurer and keep evidence.What happens if a guest is late?How waiting works when a guest is late, how extra time is charged properly in the app, and when a late guest becomes a no show.How long can one chauffeur drive in a day?The limits on continuous and daily driving for chauffeurs, and how to plan full day bookings and extensions with breaks.What should I do if a guest offers to pay me directly?How to respond when a guest offers cash, a transfer or a direct booking, why every payment must go through Pickup, and how to report repeated requests.What can I do about an intoxicated or disruptive guest?How chauffeurs and crew should handle a guest who is drunk, abusive or unsafe, when they may refuse or end a trip, and how to report it.What if a guest wants to bring their own armed security detail?How to handle a guest who travels with lawfully assigned, on duty security personnel, such as a police detail, and your right to decide whether to carry them.Can a guest ask for a male or female chauffeur?How to handle a guest request for a chauffeur or crew member of a particular gender, and how to protect your crew from unfair treatment.Do I have to carry a guest with an assistance animal?Your duty to carry assistance animals, how they differ from pets and comfort animals, and what to do on boats and aircraft where extra rules apply.What should I do if a guest leaves something behind?How to handle items guests leave in your car, boat or aircraft: check promptly, log it in the app, keep it safe for 30 days and arrange the return through the app.How do corporate bookings and event support work?What changes when a company books a trip or an event on Pickup: invoicing, multiple travellers, and dedicated event support.How should I respond when a guest raises a problem?The operator first process for service issues: reply within 24 hours, what happens if the guest escalates, and how an open case holds your payout.Can my chauffeur or crew accept tips?The rules on tips: no in app tipping, crew must never ask, unsolicited cash tips may be accepted, and tips never affect ratings or bookings.Still need help?
In the app, open Profile > Help. Our AI assistant answers first. Tap Talk to a person to reach the team, or email support@pickupcharter.com with your booking reference. In an emergency, call 112 first.
