Charter Elite

Charter Elite recognises operators who consistently deliver exceptional service, reliability and professionalism across the Pickup network. It is earned, not bought.

What is assessed

Status is reviewed against published standards, measured over the last 12 months:

• Rating. 4.8 or above from at least 15 reviews.
• Trips. At least 20 completed trips for cars, 10 for boats and 5 for aircraft.
• Completion. 98% of accepted bookings completed.
• Acceptance. 90% of requests accepted.
• Response. 95% of requests answered in time, with a typical reply of 2 hours or less.
• Cancellation. A rate under 2%.
• Safety. No upheld safety complaint.
• Documents. No suspension for an expired document.
• Insurance (cars). Comprehensive commercial insurance in date on every car.
• Disputes. No upheld disputes.
• Standing. Not suspended or under review.

The full list is in the Charter Elite Standards, and any change is announced 30 days before it applies.

Checking your status

1. Open Menu, then Performance and Charter Elite.
2. Tap the Charter Elite card.
3. See your status, how many standards you meet, and where you stand on each.
4. Check the date of your next review.

If you missed a standard, the app shows which one.

What it can bring

Charter Elite operators get a badge on their profile and listings, more prominence in search, and other benefits. Benefits are described in the Charter Elite Standards and may change. Status does not guarantee bookings.

Keeping it

Reviews happen on the first business day of January, April, July and October. New status starts 7 days later, and you need 6 months on Pickup before your first review. If a standard slips during a quarter, the app shows At risk so you can recover before the next review. Status is lost at a review if a standard is not met. It is removed straight away if your cancellation rate goes above 10%, or you have 2 no shows in 90 days, and can be removed for a serious upheld safety complaint. You can earn it back at any later review. To challenge a decision, tap Challenge this decision within 14 days of the notice.

How to get there

1. Keep every document current. See Keeping documents current.
2. Avoid cancelling confirmed trips. See Cancelling as an operator.
3. Respond to requests promptly.
4. Keep photos honest and vehicles presented to standard. See Photo standards.
5. Deliver every trip as booked.

Read the Operator Standards.