2 min read
Updated 2 November 2026
For guestsYour trip shows the chauffeur's name and photo and the car and plate. Check them before you get in.
If the chauffeur is not the person in the app
Do not get in. Stay where you are and report it straight away. An identity mismatch is a safety matter, and it goes straight to our trust and safety team. If you feel unsafe, move to a safe place and call 112 first.
Operators can change the chauffeur, but only in the app, and the new chauffeur must be verified. You are told and see the new chauffeur's name and photo. A chauffeur who has not been assigned in the app should not collect you.
If the vehicle is different
If the car, boat or aircraft is materially different from your booking, the operator must tell you in the app before the trip. If you do not accept the change, you can cancel with a full refund, as set out in the Guest Terms.
If you discover the difference only at pickup:
- Take a photo of the vehicle and its details.
- Decide whether to travel. You do not have to accept a car, boat, aircraft or crew that does not match the app.
- Open the trip, tap Report a problem and choose Wrong car or chauffeur, or the boat or aircraft option. Tell us what was different and add your photos.
- To refuse it, tap Cancel for a full refund. You can do this from 1 hour before the start to 1 hour after it.
What happens next
You get a full refund, and a case opens so Pickup can hear the operator's side. If you travelled and report it later, we review the trip record with the operator. You may be eligible for a refund under the Cancellation and Refund Policy, and the operator may face action under its terms.
