Guest conduct and rule breaks

Most trips run smoothly. When they do not, stay calm, keep everyone safe and record what happened.

If a guest breaks a rule

1. Remind the guest of the rule politely. Your chauffeur or crew should do this in person.
2. If the behaviour continues, message the guest in the app so there is a record.
3. Note the time and take photos of any mess or damage once it is safe.
4. Tell Pickup through the booking's help icon.

If safety is at risk

Safety comes first. Your chauffeur, captain or pilot in command may stop, return to base or refuse to continue where the law or safety requires it.

• Emergency? Call 112.
• Then report it from the booking's help icon, or under Menu, then Safety, then Report a safety issue.
• Do not use force, and do not ask security personnel to act beyond their unarmed role.

Things never to do

• Do not ask the guest for cash or payment outside the app.
• Do not threaten reviews or charges.
• Do not leave a guest stranded somewhere unsafe.

What happens next

Pickup reviews the report, the evidence and the guest's account of events. Outcomes depend on the facts and are handled under Dispute Resolution. If there is damage, see Reporting guest caused damage.

You can also rate the guest after the trip, or use Report or block in the conversation. A report goes to Pickup, not the guest. See Reporting and blocking guests.