I am a Traveller
Help Centre for Travellers
37 articles
Payments & refunds
Need a receipt or wondering how long a refund takes?
- What payment methods do you accept?You can pay online via major credit cards, PayPal, or Apple/Google Pay. Cash is not accepted for initial bookings.
- How will I get a receipt for my payment?Ask the driver for a receipt after the ride. For the online payment record, download the PDF attachment from your confirmation email or view it in the app.
- When am I entitled to a payment refund?You are entitled to a refund if you cancel 24 hours or more before your transfer pickup time. No compensation is offered if you cancel less than 24 hours before…
- How long will it take for me to receive the amount of a refunded payment?Refunds are usually processed the same day after cancellation or eligible changes. Once processed, you’ll receive an email. Your bank or card provider may take 3–5 business days to credit…
- What is your policy on tips and gratuity?If you would like to show your appreciation for our drivers, you may do so by tipping them in cash.
I would like to book a transfer
Everything that you may need to book a transfer with us
- How can I book a transfer with Welcome?Select destination, enter pickup/drop-off details, time and passenger count, provide contact info and complete payment.
- How can I book a return transfer with Welcome?Reserve it during your initial pickup booking via the app/web, ask your driver to submit the request, use the Book transfer button on your Trip page after booking, or make…
- How can I get a quote for a Welcome transfer?Curious about the transfer prices of your potential destination? Have a look!
- What types of luggage should I account for in my booking? What if I'm carrying something bulky?Include both checked and carry-on luggage in your count. If you're travelling with bulky items, count each one as 1 checked piece of luggage and mention the bulky item details…
- How can I use a Welcome Pickups coupon (Flex or other)?Apply coupon at payment on site under "I have a coupon" or app via "Apply a Coupon" in summary. Discount auto-applies; extra fees if fare exceeds value; card needed.
- Do you provide baby booster seats?Request a baby seat while completing your booking in the designated section and specifying the seat type you need. An additional charge will be automatically added..
- Do you transfer pets?We usually don't transfer pets, but we can exceptionally try to accommodate such a request. Contact us at least 4 days before your pickup to request a pet-friendly transfer. Provide…
- Do your drivers speak English?Our local drivers will pleasantly surprise you with their English
- I want to book a Pickup from a port; What pieces of information should I input?To book from a port, enter your ship's name and origin in the "Ferry number" field. Drivers use this to monitor your ferry for delays.
- We are a group of passengers arriving on different flights; What time should we choose for our pickup?When booking for multiple flights, enter the details of the last arriving flight. Select a pickup time that allows the entire group to gather before meeting the driver.
- How can I use my Wallet Credit?Log into your account and book a ride as normal. The credit applies automatically at payment.
I already have a transfer
Already booked a transfer? Have a look at the most common questions
- The driver reached out to me via the Driver/Traveler chat. What should I do?Drivers message you to clarify details, discuss requests, or help you find them. Reply directly through the email link or app notification you receive.
- How can I reach out to my driver via the Driver/Traveler chat?Message your driver through the chat on welcomepickups.com or the app. Alternatively, call or WhatsApp them using the number in your driver assignment email.
- Why did I receive an email notification asking me to correct a detail of my transfer?Welcome checks details (phone, email, duplicates, address, airport, flight no., time). If we detect errors, we'll email you to confirm and correct the information.
- How can I correct the errors in my booking?Click "Click here to fix" in the error notification email to access your booking page. Confirm if the information is correct or select "Add correct information" to update the details…
- How do I access my Welcome Pickups booking?Access via confirmation email's "Manage your Booking," site at welcomepickups.com > "My booking," or Traveler App: download, sign in via Profile, select access to view trips.
- I haven't received a booking confirmation email; What should I do?Check your spam/junk folders for the confirmation email. If still not found, visit the login link to access your booking using the email or phone number provided during booking.
- How long will my driver wait for me?What if my flight / ship is delayed? What if my flight / ship arrives early? Extra Waiting Time
- Will I know my driver's details before my pickup?You'll receive a confirmation email when booking and another with driver details once assigned. You'll also get a text when your driver arrives at the pickup location.
- What if I can't find my driver?Check your requested pickup time, then contact your driver. If no response after 10 minutes, take screenshots and photos, use alternative transport, and contact Support.
- How will I find my driver?Check your confirmation email for driver details & meeting point location. Download the app to track your driver's exact location before pickup.
- I lost an item in your vehicle. What should I do? (Lost and Found)Contact your driver immediately or use the chat to report the lost item with date & description. If found, provide a shipping address and cover shipping costs.
- What happens if my connecting flight is delayed?Contact Support with proof of delay (airline email or screenshot). We'll rebook for your new arrival time or provide a flex coupon for cancellation.
- I would like to submit a complaint. How should I proceed?Submit via chat bubble: select "Are you a traveler," relevant option; detail issue, booking no., docs. Support assists now or in 5 business days if escalated.
- How can I book a return transfer with Welcome?Reserve it during your initial pickup booking via the app/web, ask your driver to submit the request, use the Book transfer button on your Trip page after booking, or make…
- I would like to have my GDPR data removed. What should I do?Access your booking, go to Profile > Account and data, then select Delete your account. Your data will be deleted immediately or 60 days after your last transfer.
- How to contact Welcome Pickups support via the phoneA list of our direct phone lines for extreme or urgent cases
- Merging of Duplicate AccountsIf duplicate accounts are detected, click the merge prompt in your profile, trips page, or email notification. Select your primary account and verify identity via email or SMS to merge.
Changes & cancellations
Would you like to change your pickup time or location? We have you covered, have a look at these articles!
- How can I cancel my Welcome transfer?Cancel via site/app: go to Trip, select transfer, "Cancel this transfer," choose 100% coupon or 80% refund (if 24+ hrs prior), and confirm. No compensation is offered if you cancel…
- How can I make changes to my booked transfer?To make changes to a booked transfer, access your booking via the Welcome Pickups website or mobile app, select the trip, click "Edit this transfer," make the desired changes, and…
- I made a double booking by mistake; What should I do?If you make a double booking with the same transfer details, the Welcome Support team will email you a notification to cancel the extra booking. You can also cancel it…
- Can I add another passenger to my booked transfer at the last minute?You can modify passengers and luggage before pickup depending on location. If changes cannot be made online, message your driver or contact Support for options such as vehicle upgrades.