I already have a transfer
Already booked a transfer? Have a look at the most common questions
17 articles
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.