Managing incidents
Emergencies, safety reports, problems with a trip, disputes and lost items, plus how to report or block someone on Pickup.
16 articlesUpdated 2 November 2026
All 16 articles
What to do in an emergencyCall 112 first. Then get safe, share your trip and tell Pickup through the app. What the safety features do during a trip.
How to report a safety issueHow to report unsafe driving, conduct or conditions during or after a trip, and what happens next. Call 112 first in danger.How to find something you left behindLeft something in a car, boat or aircraft? Report it from the trip and we send it straight to the operator.How to raise a disputeStart with your operator for service issues, escalate to Pickup after 24 hours, and come straight to us for safety, no shows and fraud.How to report a problem with your tripYour trip did not match the booking? Report it during the trip or within 72 hours after, with photos, so it can be put right.How to report a message, review or userReport abusive messages, fake reviews or worrying behaviour on Pickup. What happens after you report, and how we handle it in confidence.How to block someone on PickupBlock an operator on Pickup. What blocking does, how it affects bookings, and how to unblock them.If your chauffeur is late or has not arrivedWhat to do if your chauffeur or crew is running late or has not turned up, and how rebooking and full refunds work when they do not arrive.If the wrong car or chauffeur arrivesBefore you get in, check the chauffeur and vehicle match your booking. What to do if they do not, and your right to cancel with a full refund.If the car breaks down during your tripWhat happens if your car, boat or aircraft has a mechanical problem during a trip, how the operator should respond and refunds.If there is an accident during your tripWhat to do after a road, water or air accident, how to make an insurance claim against the operator and what records Pickup can share.Emergency contacts and calling 112In an emergency, call 112. Save up to 3 emergency contacts, alert them from a live trip, and share your trip with people you trust.How to make a complaintNot happy with a trip, a payment or Pickup itself? How to complain, how quickly we aim to respond and where to go if you are still unhappy.Reporting discriminationNo one on Pickup may be treated unfairly because of who they are. How to report discrimination by an operator, chauffeur, crew or guest.How to report a listingSeen a listing that looks wrong, misleading or unsafe? How to report it, what we check and what happens to the listing.What to do if you are asked to pay outside PickupChauffeurs and crew must never ask you to pay in cash or by transfer. Why you should refuse, how to report it and what you keep by paying in the app.
How to report a safety issueHow to report unsafe driving, conduct or conditions during or after a trip, and what happens next. Call 112 first in danger.How to find something you left behindLeft something in a car, boat or aircraft? Report it from the trip and we send it straight to the operator.How to raise a disputeStart with your operator for service issues, escalate to Pickup after 24 hours, and come straight to us for safety, no shows and fraud.How to report a problem with your tripYour trip did not match the booking? Report it during the trip or within 72 hours after, with photos, so it can be put right.How to report a message, review or userReport abusive messages, fake reviews or worrying behaviour on Pickup. What happens after you report, and how we handle it in confidence.How to block someone on PickupBlock an operator on Pickup. What blocking does, how it affects bookings, and how to unblock them.If your chauffeur is late or has not arrivedWhat to do if your chauffeur or crew is running late or has not turned up, and how rebooking and full refunds work when they do not arrive.If the wrong car or chauffeur arrivesBefore you get in, check the chauffeur and vehicle match your booking. What to do if they do not, and your right to cancel with a full refund.If the car breaks down during your tripWhat happens if your car, boat or aircraft has a mechanical problem during a trip, how the operator should respond and refunds.If there is an accident during your tripWhat to do after a road, water or air accident, how to make an insurance claim against the operator and what records Pickup can share.Emergency contacts and calling 112In an emergency, call 112. Save up to 3 emergency contacts, alert them from a live trip, and share your trip with people you trust.How to make a complaintNot happy with a trip, a payment or Pickup itself? How to complain, how quickly we aim to respond and where to go if you are still unhappy.Reporting discriminationNo one on Pickup may be treated unfairly because of who they are. How to report discrimination by an operator, chauffeur, crew or guest.How to report a listingSeen a listing that looks wrong, misleading or unsafe? How to report it, what we check and what happens to the listing.What to do if you are asked to pay outside PickupChauffeurs and crew must never ask you to pay in cash or by transfer. Why you should refuse, how to report it and what you keep by paying in the app.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.
