Reporting and blocking guests

Your chauffeurs and crew deserve the same respect you give guests. If a guest's messages, review or behaviour break the Community Standards, report it.

Emergency? Call 112 first.

Report a message

1. Open Messages and go to the conversation.
2. Tap the details at the top, then Report or block.
3. Choose a reason, answer the follow up, add detail and send.

A report goes to Pickup. It is not shared with the guest, and it doesn't block them. Chauffeurs and crew can report from their own login.

Report a review

1. Open Menu, then Reviews.
2. At the foot of the list, tap See a review that breaks the rules? Report it.
3. Choose a reason, and the review if asked.

You can also tap Reply publicly (once) to post one public response. We do not remove a review because you disagree with it. See the Reviews and Ratings Policy.

Report a guest

Open the booking and tap the help icon at the top, then choose what is happening. For damage, follow Reporting guest caused damage. For behaviour during a trip, see Guest conduct and rule breaks. You can also open the guest's profile from a booking and report them there.

Rate a guest

Reviews on Pickup go both ways. After a completed trip, open the booking and rate the guest, with an optional note. Your rating stays private until the guest reviews you too, or the 14 day window closes. Other operators can see a guest's rating and what operators say. You can edit it for 48 hours.

Block a guest

1. Open the guest's profile from a booking.
2. Tap More, then Report or block, then Block.
3. Confirm.

A blocked guest can no longer see your listings or profile, or message you about a new trip. Menu, then Blocked guests lists who you have blocked. Blocking does not cancel a confirmed booking. If you no longer want to deliver a trip, contact operator support first: cancelling yourself has consequences under the Operator Agreement.

What Pickup does with a report

Our trust and safety team reviews the report against the messages, the booking record and both accounts. Safety reports come first, with an answer within 24 hours. Others get an answer within 72 hours. Where the standards were broken, outcomes include removing content, a warning, restrictions, suspension or removal of the guest from Pickup. We tell you the outcome where privacy law allows. Your cases under Help shows where each report stands.