Welcome Pickups Reviews

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

4.9 Rating 6,393 Reviews

97 %

of reviewers recommend Welcome Pickups

Company Reviews

Metrics

Info

4.9

Based on 6,393 reviews

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

About Welcome Pickups:

The easiest, friendliest and most personalized travel experience you will ever have | Think of us as your friend on the ground

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Welcome Pickups 5 star review on 24th February 2018

Triono

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“When we arrived at Ciampino airport we were meet with a text to tell us that our driver was not going to come and that we had to find our own way to the hotel which was over an hour by taxi. On the return trip I tried for 3 days to contact Welcome Pickups by phone and text so that they could confirm that there would be someone to take us to the airport in time to be sure of catching our plane. As I was unable to get a response from Welcome Pickups I had to make other arrangements to be sure of catching my flight. While I was at the airport preparing to board my plane I got a message from Welcome Pickups to tell me that a driver was at the hotel to take me to the airport, Welcome Pickups then had the cheek to charge me for taking me to the airport. Welcome Pickups are very dis-organised sending lots of emails contradicting each other and not listening or understanding the customer. Use this company at your peril. Peyter Cochrane”

Helpful Report

Posted 6 years ago

Dear Peter, I am sorry to hear about your experience while making your bookings for Rome. This is not the service we aim to provide at Welcome Pickups. A member of our Customer Care team has contacted you and is eager to discuss this with you further. We hope you take the time to respond to our Customer Care team to resolve this with you and share with them any details regarding your experience further. We look forward to hearing from you. Thank you.

Posted 6 years ago

“The driver didn't turn up and the trip was cancelled 12 min before and was a hour drive to the airport, I needed to order a uber that was €70. And I didn't get my money back from this company! DON'T USE THIS COMPANY I've added photo so you can see I ordered for 7:30 and the driver cancelled at 7:18 and the booking was made 3 days before, what a joke of a company.”

Helpful Report

Posted 6 years ago

Dear Mihai, I am sorry to hear about the experience you had while travelling to the Airport. The service you received is not the high standard that we provide at Welcome Pickups. A member of our Customer Care team has emailed you and is eager to discuss this with you further. We hope you take the time to respond to our Customer Care team to resolve this with you and share with them any details regarding your experience further. We look forward to hearing from you. Thank you.

Posted 6 years ago

“Not in English”

Helpful Report

Posted 6 years ago

Dear Traveller, One of our Customer Care team is eager to speak to you further in regards to understanding the experience you had. If you would like to message us at Welcome Pickups and one of our team will get back to you as soon as possible, orders@welcomepickups.com is our contact email. We look forward to hearing from you further. Thank you.

Posted 6 years ago

“I was informed at the time of booking that I would receive a mail four days before telling me the name of my driver and all of his details, this didn't happen so the day before travelling I asked why. I was flying to Madrid via Dusseldorf and whilst sitting on the plane in Germany at 11.56 four minutes before take off I recieved a txt cancelling my pickup as my driver had become unavailable and a replacement couldn't be found. To say I was furious is an understatement. I used a line taxi which was actually 5 euros cheaper. I have heard of other people who were let down in Madrid that weekend. Would never trust this company again. Disgusted.”

Helpful Report

Posted 6 years ago

Dear Kevin, I am sorry to hear about your experience while travelling to Madrid. We can appreciate your frustration at this time and one of our Customer Care Department has contacted you directly as they are eager to discuss the matter further with you. We apologise again for the inconvenience. Thank you.

Posted 6 years ago

“Booked rides for arrival and departure. Arrival OK. For depart to airport, the driver couldn’t find me altho Iwas standing at the curb with luggage in front of designated hotel. Biggest concern was being charged $45 each ride when the taxi meter read $11. Ouch. Felt victimized for not knowing the city distances. Now I do extensive research and use another company.”

Helpful Report

Posted 6 years ago

Dear Traveller, We are sorry you experienced issues on your departure journey. One of our Customer Care team is eager to speak to you further in regards to the experience you had. If you would like to message us at Welcome Pickups and one of our team will get back to you as soon as possible, orders@welcomepickups.com is our contact email. We look forward to hearing from you further. Thank you.

Posted 6 years ago

“****No notification that they were unable to fulfil pickup. Let down at last minute for airport transfer**** I booked a pickup for 7:30am from the city centre of Granada to the airport. The evening before I received a confirmation email with details of the driver. When I text the driver that night he said he could not fulfil the pick up and that Welcome Pickups would be Assignment someone else. The next morning at 7:00a.m. I had received no communication from Welcome pickups. Because I was concerned that a driver may not have been assigned, I phoned the help desk. Only at that point customer services admit that they could not fulfil the collection (bear in mind they knew the night before, but did not contact me!) I received a refund, but was left well and truly in the lurch, scrabbling round in a panic to get a taxi so I did not miss my flight. It is disgusting. The only reason I booked with them was for peace of mind and reliability. I will NEVER use them again!”

Helpful Report

Posted 6 years ago

Dear Nicola, I am sorry to hear about the issues you had with your pickup. Thank you very much for taking the time to further discuss with our Customer Care team and we apologize for the service received. I am confident that you will receive the Welcome experience upon your next trip. Once again we apologise for any inconvenience caused. Thank you.

Posted 6 years ago

“They won’t give me a refund for cancelling my pickup due to THEM being booked full on the day of the pick up I needed. The company’s page says before you press cancel trip, says you’ll receive a full refund - but after talking with customer care, that refund image is shown to everyone even if not true. Terrible company. They wanted to give me a discount of $5 but what is $5 to a company that ROBBED ME OF $80???”

Helpful Report

Posted 6 years ago

Dear Johannah, Our Customer Care team has contacted you directly in regards to any misunderstanding with your previous booking. We apologise for any confusion this experience has caused. We appreciate the time you have taken to discuss this with us further. Thank you.

Posted 6 years ago

“Quite bad Close to lost my plane because taxi did not arrived No call no advise Too much risky for me”

Helpful Report

Posted 6 years ago

Hello there, thank you for your review, can we ask you to get in touch with our customer care team so we can work something out? This is actually against our policies and we would like to make it to you. Thank you. We apologize for the inconvenience and the stress this may have caused.

Posted 6 years ago

“Was left stranded at Malaga airport when I rang they said they had emailed me to cancel pick up and refunded money - not true as refund was only done 30 minutes after I called . Got taxi outside airport for same price. Not impressed on customer service, guy on phone didn’t even apologise , will not be using again”

Helpful Report

Posted 6 years ago

Thank you for your review. Despite our best efforts to accommodate your transfer, we were unable to find a suitable replacement and for this, we apologize. You must have been confused and frustrated. We also apologize for the attitude of our customer support team member you had on the phone. Thank you again, We wish you all the best,

Posted 6 years ago

“Flight was delayed, so missed connecting flight to Prague. Because it was within 3 hours of booked time, company would not reschedule or refund my 30 euros. This is poor service. Beware.”

Helpful Report

Posted 6 years ago

Hello there. We are sorry to hear about the delay but we would like to let you know that we actually reschedule pickups in those cases. Would you like to send us a private response with your contact details so we can look into this and offer a solution? Thank you very much

Posted 6 years ago

“We had problems with car size and luggage and they would not send another vehicle for us. We spoke to Alex and sent in pictures and confirmed information still no response. We were literally stranded. Would not recommend this service. Customer service very poor.”

Helpful Report

Posted 6 years ago

Hello there. Thank you for your feedback. We do have to apologize for not the incident. It appears the photos you send to our customer support agent were too big and we were unable to see them properly. Unfortunately, we were unable to reach you afterward and have been trying since, without success. We would love if you could tell us when and how we can reach you via a private reply so we can find a suitable solution in reparation for your troubles. Thank you

Posted 6 years ago

“I have used Welcome pick ups on several occasions with no issues or problems until my last trip. Upon arrival to the destination the driver arrived late and then expected me to make my way out of the airport to his vehicle. On our return transfer the driver again did not arrive on time and I was only notified of the delay 15 minutes before I had to leave to catch my flight. Customer services were not supportive at all and told me to arrange alternative transport! To say I was unhappy is an understatement, finding a taxi was impossible at such short notice for a family. I contacted customer services again and they apparently found a new driver who would arrive on time.. he was nowhere to be seen. When the driver eventually arrived (30 minutes later than the stated time) it was not the new driver but the original allocated driver who was running late. The customer service was very poor and misleading, I was given inaccurate information throughout our discussions and they even hung up the call at one point. I was told I would receive a call back following my trip to see what went wrong but I am yet to receive this. Disappointing customer service and due to this I will not be using this service or recommending to friends/ family or business associates.”

Helpful Report

Posted 6 years ago

Hello there, Thank you for reaching out and for your trust. We must apologize for the stressful situation this must have been for you. There was indeed a mishap concerning your transfer. When it was evident that your original driver wasn't unable to reach you on time, a second driver was dispatched but it was only afterward that it appears that the second driver was too far away to arrive on time. After all our attempts to minimize the delay, your original driver eventually arrived. The customer support team has been investigating your case to properly understand what happened as we recognize that this is not what Welcome is all about. We have made several attempts to reach out to you today without success and even left a voice message. Rest assure that we will continue trying to reach you to find a suitable reparation to the incident. Thank you again, Best,

Posted 6 years ago

“We were informed the drivers car seat for our baby was broken once we walked to the car and loaded our bags in. He told us to hold him in the back and when we contacted the main company about our concerns, safety didn’t seem to be a priority for them.”

Helpful Report

Posted 6 years ago

Thank you for leaving your review. We want to apologize for the poor driving skills of our Welcomer as well as for the broken car seat. Unfortunately, due to high demand, it was the only car seat left the day of your transfer and it was impossible for us to provide another one. Whenever this happens, we give the customer the option to cancel the transfer for a full refund. In your case, we refunded your transfer partially as the transfer did occur. Please accept our apologies again. We do hope the solution suits you. If we can be of any help, please let us know. Thank you again,

Posted 6 years ago

“Tried to book return pick up to Prague airport having received texts from this company to make this booking. Having not received confirmation of our booking we assumed the transaction had not been processed ,and having tried to contact the company without success, we made a further booking which was confirmed. After our pick up and on route to the airport we received a call from a second driver that he was waiting for us. We told him that we were already on route which he accepted. At this time we sent notification to Welcome informing them of the situation. Upon return to UK we discovered that we had been charged twice for the same journey, both with the same reference. Any attempt at contact with customer services has been ignored. I suggest it unwise to use this company, has anyone else had similar experience...”

Helpful Report

Posted 6 years ago

Thank you for leaving your feedback, we want to apologize for the delay in our response as we had to conduct a thorough investigation of what happened and provide you with the best solution as our customer care representative told you over the phone. We hope you will still give us a second chance in the near future, should you ever travel to one of our destinations again! Best,

Posted 6 years ago

“Contratei o serviço de transfer aeroporto-hotel-aeroporto em Madri. Aeroporto-hotel para o dia 28/01 Hotel-aeroporto para o dia 01/02 Somente a segunda viagem aconteceu. A primeira foi cancelada menos de 24 horas antes, sem reembolso do valor pago.”

Helpful Report

Posted 6 years ago

Carina, Thank you for taking the time to leave a review. As you were in Madrid at the time, you probably have noticed that there was almost a month of taxi strike in the Spanish capital, which prevented us to operate. However, your booking had been processed through our partner Mozio, who has yet to process your refund. I recommend you contact them directly through their customer support service and they will be happy to proceed with your refund. We apologize for the inconvenience and hope you will receive your refund shortly.

Posted 6 years ago

“the driver never show up”

Helpful Report

Posted 6 years ago

“Our flight was delayed and the driver became completely unavailable, although he confirmed he'd pick us up despite the delay. There was no number to call (the driver simply rejected my calls), so I had no support whatsoever from the company - they're only available via email. It was extremely stressful as it was very late by that stage. On top of that they're twice the price of a regular taxi off the street in Lisbon and you have to prepay. At least they refunded my payment, so that was the only positive.”

Helpful Report

Posted 6 years ago

“Cancelled on us for a Hong Kong pickup at the last minute,had been on cruise ship with no internet to get their email message and they didn’t eve; attempt to call so we sat waiting for them for ages. Cab was much cheaper anyway..”

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Posted 6 years ago

“Did you really read my comments about the unreliable service that you provided????? R u willing to post THAT for potential clients.? I highly doubt it. I would love to see it posted. The 5 star was for the DRIVER NOT for your services!!!!!!!!!!!!!!!!!!! I repeat for the driver NOT for your service!!! Wake up....be a reliable and responsible service to clients who put their trust in YOU!!!! I did and was I ever let down, big time!!!!!!!! I am never putting myself in YOUR hands ever again!!! IT was NEITHER a good way to start my holiday NOR a good way to end it. Thanks a lot for the huge disappointment from beginning to end. Oh yes. I have learned my lesson. I think my next letter will be to VIATOR. You do not deserve to be trusted. Besides it was cheaper to use a taxi (39 euros from hotel to Orly airport whereas you were charging 55euros.) Figure that one out) than your unreliable company. Most totally unsatisfied Most unacceptable...I just saw that clients are referred to as delivery/item.No wonder you have such a hard time with real time people. C S”

Helpful Report

Posted 6 years ago

“My wife and daughter arrived tonight in Budapest and no driver was there, 10 calls to him and no answer, utterly discusted with your service. You say you have 24/7 contact, where’s the number??? Let’s see if you can manage to show for the return to the airport ! DO NOT BOOK THROUGH THIS USELESS COMPANY!”

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Posted 6 years ago

Welcome Pickups is rated 4.9 based on 6,393 reviews