How to report a message, review or user

Every message and review on Pickup must meet our Community Standards. If something crosses the line, report it. Reports are confidential: we do not tell the person you report who made the report.

If anyone is in immediate danger, call 112 first. See What to do in an emergency.

What to report

• Abuse, threats, harassment or hate, in a message, a review or in person.
• Sexual, violent or otherwise offensive content.
• A request to pay outside the app, or to move the conversation off Pickup.
• Spam, scams or links that ask for your sign in codes or card details.
• A review that is fake, includes personal details, or was left by someone who did not travel.
• An operator, chauffeur, captain or crew member whose conduct or identity worries you.

Report a message

1. Open Messages and go to the conversation.
2. Press and hold the message, then tap Report. Or tap the information icon at the top of the conversation to open Details, and choose Report or block.
3. Choose a reason and add any detail.
4. Tap Submit.

The report goes to our trust and safety team. We do not share it with the person you report.

Report a review

1. Open the listing and find the review.
2. Tap Report review.
3. Choose a reason, add detail and submit it.

Operators can also post one public reply to a review. See the Reviews and Ratings Policy.

Report an operator, chauffeur or crew member

1. Open the operator's profile and tap Report and their name. For your chauffeur, open your trip pack and tap Report or block and their name.
2. Choose a reason and tell us what happened.
3. Tap Submit.

For anything that happened on a trip and felt unsafe, see How to report a safety issue.

You can also email us

Email support@pickupcharter.com with the booking reference, the name shown in the app and screenshots. Use the in app route where you can, so the evidence stays with the booking.

What Pickup does with a report

1. We look at it. A member of our trust and safety team reviews the report against the messages, the booking record and the accounts of both sides. Reports about safety during an active trip come first. The time depends on what the report involves and how much we need to check.
2. We act where the standards were broken. Depending on how serious it is and any history, we may remove the message or review, warn the person, restrict what they can do, suspend them while we investigate, or remove them from Pickup. For operators and their chauffeurs and crew, this can include suspending a listing.
3. We tell you the outcome where we can, in Profile > Privacy and your data > Your reports. Privacy law may stop us sharing details about action taken against another person.
4. We involve the authorities where the law requires it, or where someone may be at risk. See Law Enforcement Requests.

Anyone who reports in good faith is protected from retaliation under the Community Standards.

How we keep messages and reviews clean

We hide contact details in messages and reviews, and screen them for abusive language and requests to pay outside the app. Content that fails the screen may be held for review or blocked before it is posted. Reviews are published under the Reviews and Ratings Policy.