Name: Welcome Pickups
Address: Seven Stars House, 1 Wheler Road, Coventry
Rating: 4.85

“I booked an order to be picked up at Charles de Gaulle airport on April 13, 2023. I received a confirmation that said April 14, the day after I arrived. I tried to contact Welcome Pickups several times. I tried sending an email but it came back that it was automated and could not be sent. I tried calling the customer service number but nobody answered and nobody called me back when I left a message. I even tried to call the number in Paris which turned out to be a dead number.”

Helpful Report

Posted 1 year ago

Hello Joy, we are sorry to hear of the experience you had, please reach out to our team at hello@welcomepickups.com providing them the transfer number and they will be more than happy to assist you. Thank you for reaching out.

Posted 1 year ago

“This company is only working on scams, don't believe it and lose your money, it's a complete lie”

Helpful Report

Posted 1 year ago

Hi Tayfun! It's truly disheartening to hear of your poor experience with Welcome. Please know that is far from the norm and we truly apologize for what happened. Please contact us at hello@welcomepickups.com regarding the above issue you faced stating your transfer ID number and our Complaint Team will get back to you as soon as possible to assist you further. We thank you for taking the time to leave a review and bringing the above to our attention.

Posted 1 year ago

“Short version: Welcome Pickups contracts to various car companies and does not verify they can fulfill the reservation (specifically a car seat) requiring the customer to alert them, they fail to make another booking, cancel the ride leaving you stranded in a strange place, forcing you to take a taxi with no proper safety equipment for your infant. Long Version: We used welcome pickups for our trip to Rome that required 4 rides, and the last one left us stranded in New York. We needed to transfer between Laguardia and JFK for our connecting flights, and this worked fine on the way to Rome, we made it to JFK in time and got on our flight to Rome. However the return trip was a different story. We had booked the pickup a week in advance and were notified of our driver and information several days in advance. The afternoon before our flight, a car company messaged me directly on WhatsApp asking if we have a car seat for tomorrow's ride because they don't provide any...once I confirmed they were contracted by Welcome Pickups I told them no we do not, that is precisely why we booked welcome pickups, why would you accept a contract you cannot fulfill? I contacted Welcome Pickups support, was told they would investigate and received a call back from a different person about an hour later. They recognized the issue and said they require all contractors be able to meet their minimum requirements....yet they don't seem to do anything to verify this. In addition the contracted car company said they notified Welcome Pickups in advance that they cannot provide a car seat, but they did nothing. Welcome pickups support said they would get us a different car company reserved and not to worry. The next morning we still had not had a driver assigned so I called again and was told we would have an email with the information in about an hour. It seems to me the issue was resolved; they just needed to send us updated driver information. We boarded our international flight to JFK thinking all was addressed. Once we land I notice I have an email simply saying your ride is cancelled there are no drivers available, sorry, here is your refund and a $20 coupon. So here we are in a airport we're not accustomed to, that no longer has shuttles to Laguardia, with no private cars w/ car seats available, and had to take a NY Taxi just holding on to our infant praying we didn't get into an accident. ”

Helpful Report

Posted 2 years ago

Dear Bobby, Thank you for taking the time to leave a review and to bring this most important issue to our attention. It's truly disheartening to hear of your poor experience. This is not in line with the core values of Welcome Pickups since the safety and comfort of our customers and their family is of a top priority to us at Welcome. Please be assured that this does not reflect our service standards and therefore we have followed up the situation internally. Upon investigation of your case we found the email that you sent to us regarding the issue once the company reached out to you and rest assured that a member of our Customer Care team will email you and is eager to discuss this with you further. We would highly appreciate it if you could take some time and discuss this with our representative to further share your thoughts and feedback. We apologise once again for this poor experience and as previously mentioned one of our representatives will follow up with shortly. Looking forward to discussing the case in detail.

Posted 2 years ago

“I don’t mind paying a little more but when you gouge for any extras. But if you have a problem try to contact someone. Had a trip booked for 2 people added 4 more for a 29 minute drive. The price went from about $50 Canadian for two to an extra $115 more that’s a problem. Than try to get in contact with someone, good luck Would I use the again NO I do not blame the drivers”

Helpful Report

Posted 2 years ago

Hi there! It's truly disheartening to hear of your poor experience with Welcome. Please know that is far from the norm and we truly apologize for what happened. Please contact us at hello@welcomepickups.com regarding the above issue you faced stating your transfer ID number and our Complaint Team will get back to you as soon as possible to assist you further. We thank you for taking the time to leave a review and bringing the above to our attention.

Posted 2 years ago

“Dishonest, played dumb about the price. Ripped us off! Wasn't very friendly.”

Helpful Report

Posted 2 years ago

Hi there! Sorry to hear of your poor experience with Welcome. Please know that is far from the norm and we truly apologize for what happened. Please contact us at hello@welcomepickups.com regarding the above issue you faced stating your transfer ID number and our Complaint Team will get back to you as soon as possible to assist you further. We thank you for taking the time to leave a review and bringing the above to our attention.

Posted 2 years ago

“Be warned: do NOT use a company called "Welcome Pickups" for anything. Their website says "customer support 24/7" and "Cancel up to 24 hours before and get a refund". BOTH STATEMENTS ARE LIES. I wanted to cancel days before a booking, my options were either a coupon for the full amount paid, usable on future bookings, or an actual refund, LESS 20%! After finding that out and wanting to contact their alleged 24/7 customer support, I could find no links no links on their site. I finally found a phone number, where I was told to call back during their office hours!”

Helpful Report

Posted 2 years ago

Hi there! It's truly disheartening to hear of your poor experience with Welcome. Please know that is far from the norm and we truly apologize for what happened. Please contact us at hello@welcomepickups.com regarding the above issue you faced stating your transfer ID number and our Complaint Team will get back to you as soon as possible to assist you further. We thank you for taking the time to leave a review and bringing the above to our attention.

Posted 2 years ago

“The driver never came. From our Hotel to the Prague airport. The driver did not answer my calls. W-1876759-2”

Helpful Report

Posted 2 years ago

Hi there! We are aware that our Customer Care team has been in touch with you to extend our sincere apologies and clarify the events you brought to our attention. Our Complaint Team will reach out to you as soon as possible to assist you further with the issue you faced. Thank you for taking the time to leave a review and for bringing the above to our attention.

Posted 2 years ago

“The driver didn’t show up and 20% of the payment was kept because I have cancelled within 24 hours from the scheduled time. No telephone number was available to enquire. Then I cancelled the way back transfer as well and 20% was kept even if It was it three days before!!! This is a fraud !!”

Helpful Report

Posted 2 years ago

It's truly disheartening to hear of your poor experience. Please know that is far from the norm and we truly apologize. Please contact us at hello@welcomepickups.com regarding the above issue you faced stating your transfer ID number and our Complaint Team will get back to you as soon as possible to assist you further. We thank you for taking the time to leave a review and bringing the above to our attention.

Posted 2 years ago

“We had two bookings which had been paid for 4 adults and 4 cases and in both cases the cars which arrived could only fit 2 cases. On the first pick up, they had to do reo trips and then overcharged us for the 2nd. The next trip the driver told us via severL messages that his car could fit 4 cases, again it was untrue. He took us to find a taxi to drive 2 passengers and 2 cases and he took the other 2 passengers and cases. On arrival the taxi Meyer was 6.50euro and we were charged 10euro. Not good service at all.”

Helpful Report

Posted 2 years ago

It's truly disheartening to hear of your poor experience. Please know that is far from the norm and we truly apologize. Please contact us at hello@welcomepickups.com regarding the above issue you faced stating your transfer ID number and our Complaint Team will get back to you as soon as possible to assist you further. We thank you for taking the time to leave a review and bringing the above to our attention

Posted 2 years ago

“Dear Viktor, your transfer has been canceled due to driver availability. Please check your email for more details regarding your refund. They send me this after arrival at midnight”

Helpful Report

Posted 2 years ago

Dear Viktor, Thank you for bringing this issue as It's truly disheartening to hear about to the sudden cancellation of your transfer. Please be advised that is far from the norm and we truly apologize. Kindly contact us at hello@welcomepickups.com regarding the above issue you faced stating your transfer ID number and our Complaint Team will get back to you as soon as possible to assist you further.

Posted 2 years ago

“Terrible, there are no words to describe it, it could have been a nightmare. After full payment in advance of 125 euros, and sending the driver's details. At 22:40 they send a message that the taxi booked for 04:00 in the morning is canceled and they apologize...they apologize and whhhoh what fun. If we hadn't seen the message sent 5.5 hours before collection? What a disrespect to customers”

Helpful Report

Posted 2 years ago

Hi there! It's truly disheartening to hear of your poor experience with us. Please know that is far from the norm and we truly apologize. Please contact us at hello@welcomepickups.com regarding the above issue you faced stating your transfer ID number and our Complaint Team will get back to you as soon as possible to assist you further. We thank you for taking the time to leave a review and bringing the above to our attention.

Posted 2 years ago

“Free Cancellation isn't free. They charge a huge fee for cancellation even it is outside the 24 hours window. I don't mind if they state that clearly before I submit the payment, but terms and condition is hiding at another the link, and on the booking page is only showing "free cancellation"”

Helpful Report

Posted 2 years ago

Hello Dana, thank you for reaching out, we apologize for the inconvenience. Our complaint officer has reached out to you via email regarding your concerns and is eager to assist you.

Posted 2 years ago

“Beware! I did not get picked up by my driver in Cairo. I would not recommend this service at all. I called, and spoke to my driver Ahmed, when I was going through customs at Cairo airport, telling him I had landed. He said he thought I would be about 30 minutes. I was quicker than that so when he wasn’t there I thought he was thinking I was delayed in customs. I called him about 5 times but his phone was turned off. I walked up and down looking for my name for about 45 minutes, constantly fending off taxi drivers who wanted my fare. After almost an hour of waiting and texts and calls to Ahmed, then finally telling him I would be leaving. I had no response. As a 70 year old (slightly less adventurous traveler these days) arriving on Cairo at night on my own I had hoped for some kind of security arriving in such a big city for the first time. I was very upset. Do not recommend. I also tried to use the refund service for Welcome Pickups but their automated service for cumbersome for me just trying to use wifi in hotels. And because I’d expected to be picked up I hadn’t read their info on how to get reimbursed. Lost my money. Didn’t get picked up. Had to pay another fare. Updated review. I did contact Welcome Pick Ups. They were very responsive, gave me a refund, offered some additional compensation ( if I gave them my banking details, I wasn't going do that) and a decent voucher for further use. I was pleased with their response but not sure I would consider using them again.”

Helpful Report

Posted 2 years ago

Hello Janice, thank you for leaving a review, we are sorry to hear of the experience you faced in Cairo, we do apologize and hope that you will reach out to our team at hello@welcomepickups.com , our complaint officer will be more than happy to look into what happened with your ride and assist you further.

Posted 2 years ago

“We prepaid one week ago our transfer from the hotel to the Heathrow airport. 2 hours before our departure they cancelled the ride cause of no available drivers! We had to find a last minute cab and to catch our flight fully stressed !!! We were lucky we had extra money for the cab ( we wait for our money back the next 7 days …) Don’t trust them !!!”

Helpful Report

Posted 2 years ago

It's truly disheartening to hear of your poor experience. Please know that is far from the norm and we truly apologize. Please reach out to us at hello@welcomepickups.com with your transfer number in order for us to look into the matter, we would like to assist you the best way possible. Thank you.

Posted 2 years ago

“We had a poor experience in Mexico City. Booked in advance, and confirmation mail said to connect via mail/phone on pick up point. Nothing was updated, and even after arrival, the app showed driver not assigned. It was impossible to get in touch with this company~mails do not get response, chats are not live and are having pre configured answers and toll number does not go through. Also realised they were 6x expensive than an uber and we finally got an uber with ease. Even airport taxis seem more convenient. I will avoid Welcome Pickups in future. Infact trying to figure how to get a refund for something that was not account me.”

Helpful Report

Posted 2 years ago

Thank you for taking the time to leave a review, We are aware that our Customer Care team has already been in touch with you regarding the concerns that you have brought to our attention and are actively assisting you and investigating the matter. We apologize for the experience you describe and our team will reach out to you for further assistance.

Posted 2 years ago

“AVOID this company at ALL COSTS! AVOID this company at ALL COSTS. They cannot be trusted. I booked a minivan to take us from central London to Heathrow at 5.30am on Friday 16th December. I paid £145 for the service. At 4.30am on the 16th, I received a call from the driver telling me he was outside. I told him we’d be down in 20 mins. When we went downstairs he wasn’t there. I called him again and I found out he was at a completely different address about a five minute drive from us. When he arrived he was driving a Mercedes sedan. Not a minivan like I ordered and paid for. On further investigation, not only was the address AND his type of vehicle wrong, but also the name on the booking. He realised he wasn’t actually for me (despite having my contact number) and headed back to collect his actual passenger, who must have wondered where he was. I tried calling the number of the driver I had been emailed with the booking confirmation, but he never answered. He responded with a “?” text. I text him back telling him I’d been given his name and number as our driver, but he never replied. At 4.55am another car stopped. He’d been given a DIFFERENT address down the road from our house, but he spotted us on the street (in -3 degrees) with suitcases and wondered if we were his pick-up. He had my name and phone number, but wasn’t driving a minivan either. Rather a Kia hatchback. We had booked a minivan, because we had 5 suitcases and two carry on. Somehow the driver managed to get two suitcases in the front seat and one in the boot. The other two suitcases and carry-on bags had to be put in the back seat on our laps. The driver told us when he accepted the job from Welcome he was never asked if he drove a minivan. He said that Welcome Pick-ups are terrible to deal with and the bookings are always wrong. We finally got to Heathrow, but it was an hours drive – by which time we were in agony from having heavy suitcases on our laps. I wrote to Welcome to find out what had happened. Remarkably, for a car service company, they offer NO OUT OF OFFICE HOURS phone support. I messaged them and they said they would get back to me within 24 hours. I still haven’t heard from them, despite chasing them twice. I would avoid this company at ALL COSTS. They are swindlers who farm out jobs to other car companies, but take no responsibility if anything goes wrong. I have asked for my money back due to the poor service, the fact we didn’t get the correct vehicle and the stress of having to deal with a ridiculous situation. I have yet to hear ANYTHING from the company. Definitely do not use this company.”

Helpful Report

Posted 2 years ago

Dear Peter, we truly apologize for the experience that you had with your transfer, rest assured however that we have forwarded the matter to our Complaint Officer who will contact you in order to assist you the best way possible. Thank you for taking the time to leave a review.

Posted 2 years ago

“Welcome pickups is a scam. Our trip was delayed by a day. I tried to make a change, but the website sent me on a loop. Even though I cancelled the transfer more than 24 hours prior to the schedulesd pickup they took 20% off the refund. Stay away from this scam of a company!!!”

Helpful Report

Posted 2 years ago

We are aware that our Customer Care team has been in touch with you to extend our sincere apologies and clarify the events you brought to our attention. Our Complaint Officer is currently out of office but will reach out to you as soon as possible to assist you further with the issue you faced. Thank you for taking the time to leave a review and for bringing the above to our attention

Posted 2 years ago

“Absolutely shocking service booked and paid 4 months in advance for transfers in Miami to be told 2 hours before our transfer to fort Lauderdale cruise port they couldn’t fulfill our booking so we had to pay out another £140 for a taxi which we hadn’t budgeted for and then they also cancelled our transfer from Fort Lauderdale back to Miami airport which again cost another £120 which we hadn’t budgeted for . Shocking service absolutely ruined our cruise because of the worry they wouldn’t turn up and they didn’t. Oh and they gave us a $5 voucher to use on our next booking what an insult I would never use this company again and certainly wouldn’t recommend them either .”

Helpful Report

Posted 2 years ago

We are exceptionally disappointed to receive the feedback you have shared following your experience with us. Please let me assure you our team set out to deliver experiences for every customer which are both welcoming and personalized in delivery, however it would seem we have not been able to do this in this instance. Please accept our apologies for this. Please kindly check your email as we have received your complaint and a member of our Customer Care team has emailed you and is eager to discuss this with you further.

Posted 2 years ago

“Be aware: they let you cancel the order, but don't tell that they don't give money back. So you are left without money and taxi! Scam!”

Helpful Report

Posted 2 years ago

It's truly disheartening to hear of your poor experience. Could you please get in contact with our customer service department at hello@welcomepickups.com and provide them with a transfer id so that we can have a more in depth look into what happened with your transfer.

Posted 2 years ago

“I booked a pick up in Valencia Spain and because my flight arrives at 11:55 pm your system would t allow me to pick a pick up the next MORIng at 1am, told me the day was wrong over and over. After 4 tries to change it, I cancelled. You kept 20% of my Money for a that??? Also- you charged $25 to drive 1 kilometer!!! Do nOT use the company! Super shady!!!”

Helpful Report

Posted 2 years ago

It's truly disheartening to hear of your poor experience. Please know that is far from the norm, and we will be working closely with other departments internally to ensure it remains that way. If it is possible, we would kindly ask you to get in touch with our customer support department to provide us with a transfer ID so that we can have a more in-depth look at what exactly happened with your transfer.

Posted 2 years ago

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Easy

Welcome Pickups Reviews