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?To book a return transfer, you can reserve it during your initial pickup booking via the app or web, ask your driver to submit the request, use the Book transfer…
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 by selecting the option 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?Arriving via Ferry? Here's what you need to let us know!
We are a group of passengers arriving on different flights; What time should we choose for our pickup?A quick clarification in regards to multiple arrivals
How can I use my Wallet Credit?
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?Explanation on what to do in case your driver reaches out to you via the Driver/Traveler chat
How can I reach out to my driver via the Driver/Traveler chat?Steps on how to reach your driver via the Driver/Traveler chat
Why did I receive an email notification asking me to correct a detail of my transfer?We may ask you for details pertaining to the successful operation of your transfer
How can I correct the errors in my booking?Follow these easy steps to fix any errors that you may have
How do I access my Welcome Pickups booking?Having trouble locating your booking? Follow these instructions.
I haven't received a booking confirmation email; What should I do?No booking confirmation? No problem. Check some common reasons in this article on why you may not have received it
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?We do our best to ensure you arrive at your pickup location fully knowing where and who your driver is!
What if I can't find my driver?Cant or could not find your driver at the pickup up time? Read this article
How will I find my driver?Not sure who your driver is or where you are meant to be meeting him? Look no further than this article
I lost an item in your vehicle. What should I do? (Lost and Found)Did you forget something in the car? No problem, we will help get it back to you!
What happens if my connecting flight is delayed?What happens if you first leg of a flight causes you to miss you pick-up time?
I would like to submit a complaint. How should I proceed?Weren't happy with an aspect of your transfer? Let us know so that we may improve!
How can I book a return transfer with Welcome?Trying to book a return transfer back to the airport or port? Here is how!
I would like to have my GDPR data removed, what should i do?Keeping you safe is our priority! Check these steps.
How to contact Welcome Pickups support via the phoneA list of our direct phone lines for extreme or urgent cases
Merging of Duplicate Accounts
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.