I booked several Welcome Pickups in advance of our trip to Paris, Belgium and London to make things easier on our family. The site asks for your airline and train information. They even have messages pop up in their app that read: "The driver will be monitoring your arrival time, in order to pick you up at the correct time, regardless of any delays." This is NOT true. We were stranded on a train (operational failure) and had to wait two hours for another train to come near us so that all passengers could be transferred. I reached out to the driver and he was nice but said he could not wait. I tried reaching out to Welcome Pickups, but they have no customer service line or way to communicate. The driver told me that they don't monitor the status of trains, etc and that I would have to schedule a new pickup despite the fact that I had already paid in advance. We were not met with a driver that day. We had to scramble for a taxi and since we were traveling for 2 + weeks with 4 people, we had multiple bags and had to pay for two separate taxis. It was a very frustrating experience. The company finally reached out and said they would give me a coupon for a future booking equivalent to the transfer they didn't provide. NO THANK YOU-wont take anymore chances with this company. It's a shame too because there were a few good drivers that did their job. But, those were in situations where there were no delays outside of our control.