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

“I booked a transfer for 3 people online and was given a price and paid by credit card. I was then emailed to say that the car could not take 3 people and I would have to pay for an extra car at even more money than the original price. There is nothing on the website to say this. The help page then informs you that you will have 20% taken off your refund - nothing on the booking page to alert you to this robbery. Dreadful company - use someone else.”

Helpful Report

Posted 4 years ago

Dear customer Thank you for your feedback. This is an unfortunate event created by the capacity restrictions on vehicles imposed by the goverment in each city. As you can understand, each destination has different rules, this is why we always notify our customers according the destinations policies at the soonest opportunity. Please rest assured that all the actions taken from our side are according to our Terms and Conditions that you signed before booking. However, since we completely understand these unfortunate circumstances, we offered you a full refund of the amount paid for the transfer in the form of a Flex Coupon, valid for any transfer that you book with us until October 1st of 2021, at any of Welcome Pickups’ destinations worldwide. Still, we are sorry to hear that your experience was not up to our standards, so feel free to contact us directly and discuss this matter, as our goal is to make sure every customer receives the best possible service. We wish you all the best

Posted 4 years ago

“Cancelled 5 months in advance, and they are not providing a 100% refund. Taking 20% for providing 0 service. Dishonest, and once travel picks up again, we will never use them!”

Helpful Report

Posted 5 years ago

Dear Traveller We are sorry to hear that you’re disappointed with your experience with Welcome Pickups. We understand that the current situation is affecting travel plans and trips may be cancelled last minute. This is why we have introduced the flexible cancellation, an alternative way to cancel your booking and retain 100% of your trip’s value. When cancelling a transfer: Choose the “Cancel and get a coupon” option Receive a coupon code for the full value of your booking via email and Use it to book a transfer with Welcome Pickups at a later date and at any of our destinations. Coupon codes are transferable so you can also pass them on to your family or friends as a gift. We are doing everything we can to support our travellers during this time and we thank you for your patience and understanding. The Welcome Pickups Team

Posted 5 years ago

“Confirming other peoples comments about not offering 100% refund, when I cancelled 5 months in advance. In the future, when travel picks up again, I will not be using Welcome Pickups, and recommend others avoid as well. We should not be doing business with companies that are dishonest and falsely advertise about 100% money back guarantee if you cancel in advance, only to change policies to their benefit as the global situation changes. It affects everyone, and if you book a service, and no services are rendered, and you cancel in advance, there should be a 100% refund. Also, 2 weeks later and still waiting for a refund of 80%.”

Helpful Report

Posted 5 years ago

Dear Greta We are sorry to hear that you’re disappointed with your experience with Welcome Pickups. We understand that the current situation is affecting travel plans and trips may be cancelled last minute. This is why we have introduced the flexible cancellation, an alternative way to cancel your booking and retain 100% of your trip’s value. When cancelling a transfer: Choose the “Cancel and get a coupon” option Receive a coupon code for the full value of your booking via email and Use it to book a transfer with Welcome Pickups at a later date and at any of our destinations. Coupon codes are transferable so you can also pass them on to your family or friends as a gift. We are doing everything we can to support our travellers during this time and we thank you for your patience and understanding. The Welcome Pickups Team

Posted 5 years ago

“I'd used this company a couple times in Munich. The driver was there and it went off fine. The second trip was a disaster. They couldn't find a driver for the return to the airport. Notified me at the pick up time. Then they would not offer me a refund citing their T&C's. I could have a coupon for lose 20%. I took the 20% loss and will be moving on from them. Really, they cancelled and then wouldn't refund me?”

Helpful Report

Posted 5 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 personalised in delivery, however it would seem we have not been able to do this in this instance. Please accept my apologies for this. Your comments are being appropriately reviewed Our customers should rest assured that we strive to provide consistency in our service and a great customer experience that is far from what you have outlined.

Posted 5 years ago

“Another unhappy customer about this merchant charging 20% for cancellation. Unfortunately, our trip was cancelled due to pandemic. Cancellation policy on Tripadvisor site indicated full refund (this does not mean to me a future credit). Not wanting to be ripped off in Athens again, I had booked transportation with Welcome Pickups. Well, my bad experience dealing with Athens transport bit me again. We gave lots of notice and am sure the company was out very little for our cancellation. I will definitely not use them again and will not trust Tripadvisor either. Buyer beware.”

Helpful Report

Posted 5 years ago

Dear Traveler, We are sorry to hear that you’re disappointed with your experience with Welcome Pickups. We understand that the current situation is affecting travel plans and trips may be cancelled last minute. This is why we have introduced the flexible cancellation, an alternative way to cancel your booking and retain 100% of your trip’s value. When cancelling a transfer: Choose the “Cancel and get a coupon” option Receive a coupon code for the full value of your booking via email and Use it to book a transfer with Welcome Pickups at a later date and at any of our destinations. Coupon codes are transferable so you can also pass them on to your family or friends as a gift. We are doing everything we can to support our travellers during this time and we thank you for your patience and understanding. If you could provide us with a screenshot of the Tripadvisor refund policy by sending it to hello@welcomepickups.com , our team will review this further. The Welcome Pickups Team

Posted 5 years ago

“Echoing other people's experience with trying to get a refund from this company. Here's what else they do - after keeping 20% of your money during a global pandemic which is bad enough, they sit on it for an additional 14 days. FYI: No matter what they tell you, credit card refunds do not take 14 days. These people are liars and crooks and idiots as they sink whatever reputation they had by taking advantage of people during a pandemic.”

Helpful Report

Posted 5 years ago

We are sorry to learn you were disappointed with your experience. Certainly we value the loyalty and trust of our customers and strive to deliver the best possible experience whenever we can, however We have not met yours or our high standard in this instance. Your comments have also been shared with necessary departments to allow us to review issues which you highlight in your review.

Posted 5 years ago

“We scheduled two sightseeing excursions with welcome pickups, Corfu and Heraklion while cruising with Holland America. Our airlines cancelled our flight and Holland cancelled our cruise because of COVID 19. All of the other travel companies that we used Viator, Get Your Guide, etc have waived cancellation fees. This company has not done so and are charging 20% to cancel. My tours cost 380€ and are more than a month away. Being charged 76€ as an administrative because of a world pandemic shows what this company is, a rip off. Offering full refunds to use in the future, which we will never use, would be a total loss. I know I will never use Welcome Pickups in the future. My advise to people who read this is stay away and use a respectable tour company.”

Helpful Report

Posted 5 years ago

Dear John We are sorry to hear that you’re disappointed with your experience with Welcome Pickups. We understand that the current situation is affecting travel plans and trips may be cancelled last minute. This is why we have introduced the flexible cancellation, an alternative way to cancel your booking and retain 100% of your trip’s value. When cancelling a booking: Choose the “Cancel and get a coupon” option Receive a coupon code for the full value of your booking via email and Use it to book a transfer with Welcome Pickups at a later date and at any of our destinations. Coupon codes are transferable so you can also pass them on to your family or friends as a gift. We are doing everything we can to support our travellers during this time and we thank you for your patience and understanding. The Welcome Pickups Team

Posted 5 years ago

“Purchased welcome pickups prepaid for 6 transfers in Spain four in Mid April 2020 and one in early July. Our scheduled events have been cancelled due to Corona virus. Cancelled our transfers and they are keeping 20%. I do not want there voucher as I did not pay with a voucher. I understand the terms and conditions but we are dealing with a global pandemic, this is not the normal situation of a customer cancelling a transfer. They have incurred no expense. They were a good company to deal with however this taking advantage of customers in the situation we are all in speaks volumes about this organisation. Do not use this company.”

Helpful Report

Posted 5 years ago

Dear Rodney, We are sorry to hear that you’re disappointed with your experience with Welcome Pickups. We understand that the current situation is affecting travel plans and trips. This is why we have introduced the flexible cancellation, which is an alternative way to cancel your booking and retain 100% of your trip’s value. Please be informed that the 20% fee retained from a fully cancelled booking is to cover all cost's that are set when a booking is made and canceled - this includes but is not limited to the transactional fee, the refund fee and the customer support fee. We are doing everything we can to support our travellers during this time and we thank you for your patience and understanding. The Welcome Pickups Team

Posted 5 years ago

“Had to cancel do to virus. Wanted to issue voucher to be used in one year which I would not use. Then I demanded a refund since no services were performed and the deducted 20 per cent. So unfair!!! Do not use these people...”

Helpful Report

Posted 5 years ago

Dear Cynthia, We are sorry to hear that you’re disappointed with your experience with Welcome Pickups. We understand that the current situation is affecting travel plans and trips may be canceled last minute. This is why we have introduced the flexible voucher, which is an alternative way to cancel your booking and retain 100% of your trip’s value. The vouchers are transferable so you can also pass them on to your family or friends as a gift. We are doing everything we can to support our travelers during this time and we are sorry we did not meet your expectations. We sincerely hope you'll consider using our services again in the future, to see just how dedicated we are to making a positive change. The Welcome Pickups Team

Posted 5 years ago

“Due to COVID-19, my trip has been cancelled since it is deemed no longer safe to travel. I was traveling with my 65 year old mother who suffers from asthma as well as other health issues. Welcome Pick ups did not care and would not issue me a FULL refund for circumstances out of my control. TERRIBLE CUSTOMER SERVICE. Don't expect any compassion from them during world wide pandemic.”

Helpful Report

Posted 5 years ago

Dear Lauren, We always appreciate customers who take the time to give us their feedback and we are really sorry that you are dissatisfied. We pride ourselves on our service and the high-quality standards we maintain and would like to make things right. However, as well as the serious impact on health, the spread of coronavirus, or covid-19, is affecting travel plans, major events, and the businesses that ensure these things. It is perfectly understandable that the majority of travelers decided to cancel and actually had to cancel their plans. This is a huge inconvenience for all of us. Unfortunately, in this unintentional situation, not every business is able to satisfy refund requests. Nonetheless, it is very important to ensure that every business is being fair in their assessment and the satisfactory solution is always in place. Indeed, Welcome Pickups provides refunds under certain criteria to our customers, but in order for the traveler to avoid any loss, we are offering a discount coupon of the total amount that was paid for any future transfer at any of Welcome Pickups destinations worldwide. It is also worth to mention that the coupon's validity is one year, but the traveler can choose any future date for the pick-up. This is the least that we can do in light of this unfortunate event. We strive for your satisfaction and we want to ensure a gratifying experience for all of our customers. Once again please accept our sincere apology for the inconvenience caused and we highly appreciate your understanding. Welcome Pickups team

Posted 5 years ago

“Booked my first experience with Welcome pickups via their website. Selected my pickup point and drop point. Made the payment online. And then I was also assigned a driver. No issues until there. 30 mins before my pick up , i call the driver who says he isn't going to pick me up because the fee charged is too low. I call the helpdesk who put the blame on the driver. If your algorithm has an incorrect pricing model, please get it fixed. Don't the blame the driver and then let the customer figure out how to solve the problem. At the end of it, just decided to cancel the booking which they were very happy to cancel given the goof up they did. Never again recommending Welcome to anyone.”

Helpful Report

Posted 5 years ago

Hello Tausif, It is perfectly understandable that you are upset about what has happened. Please let us assure you our team set out to deliver experiences for every customer which are both welcoming and personalised in delivery, however it would seem we have not been able to do this in this instance. Unfortunately, at that time we indeed faced a technical difficulties, that was the reason our representative was able to proceed with the cancellation and refunded the amount you paid in full. We have already reported the case to the relevant department and all necessary actions had been taken to avoid such an issue in the future. Once again, we would like to apologise for the situation and we do hope you will give us another opportunity to Welcome you, at which time we will spare no effort in providing you with the seamless experience you deserve.

Posted 5 years ago

“Horrible experience Booked service in advanced. When I landed at the airport in Madrid, after being traveling for almost 15 hours with my 1.5 yo son, I had an email from Welcome Pickups that they had made a refund for the service with no reason or explanation of why they cancelled the service. I tried to call their “customer service” number just to get an answering machine asking me to leave a voicemail. There was no way to contact them to solve the problem. At the end, I took a cab right at the airport (car seat for my son included) which was so much cheaper. I WOULD NOT RECOMMEND WELCOME PICKUPS AT ALL!!!”

Helpful Report

Posted 5 years ago

Good day, Sounds like you had a stressful situation and we definitely would like to investigate this case further. What you have described is not the kind of service that we pride ourselves on, so one of our representatives will be in touch with you in order to discuss your experience. We appreciate the time you took to share your experience.

Posted 5 years ago

“COMPLETELY USELESS!!!! I phoned 3 times to confirm after I had already paid and on the last call, after I was promised an email with driver information only for them to tell me 40 minutes before I needed for the collection that there was no driver!! as I was given no time I could not arrange another collection. I will never use this company again.”

Helpful Report

Posted 5 years ago

Hello, We are sorry to hear about your experience and how it did not meet your expectations. We thank you for taking the time to write to us. 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. We would highly appreciate it if you could take some time and discuss this with our representative to further share your thoughts! Welcome Pickups team

Posted 5 years ago

“First and laSt experience with thos service was very bad. Basically the taxi transfer which had to bring me to train at night, did not only show up, but no ome even notified me properly. I had to look for alternative not to lose my train. The only notification i received was email, who checks email at 3:00 am ???? And why the hell no call or sms was not possible to send? Also the prices are double overcharged for taxis!!! Stay away and use your local carrier company.”

Helpful Report

Posted 5 years ago

Dear David, We are sorry to hear about your experience. This is not in line with the core values of Welcome Pickups. Please be assured that this does not reflect our service standards, we have followed up the situation internally. Best,

Posted 5 years ago

“terrible have had a on going issue since september 2019 due to welcome pick ups not picking us up have sent a number of letters recorded delivery to the coventry branch stated on web site and welcome pick ups not responding although i know that they have been signed for. DISGUSTING !!!!”

Helpful Report

Posted 5 years ago

“Utterly useless. I had to give one star just to give a review, otherwise it would be a big fat ZERO! Driver refused to pick us up at booked and paid for time. Put the phone down on us when questioned why? Thankfully Uber were there in moments and far more professional. Our best advice is to avoid this company, it is a scam. Use Uber or a horse & cart, they’re both infinitely better and faster. Oh, and ‘we are reaching out to you’ emails after failed service and sitting on our money for weeks, sadly isn’t a service. Appalling.”

Helpful Report

Posted 5 years ago

Dear Martin, 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 my apologies for this. Your comments are being appropriately reviewed. Our customers should rest assured that we strive to provide consistency in our service and a great customer experience that is far from what you have outlined. A member of our Customer Care team has reached out to you and we thank you for taking the time to speak to them directly.

Posted 5 years ago

“Worst experience. We ordered a pick up to the airport and our driver didn't show up. We tried calling him several times, but he didn't pick up his phone. We then called the Hotline and told them about the situation. They tried calling the driver, but with no luck either. Apart from that they weren't helpful at all and not solution oriented. I would expect them to find a solution to our problem, but the person on the phone even asked us what we should do now and offered us a full discount. Well that's the least you could do, but still we need to get to the airport somehow and the metro hadn't yet been running at that time. In the end we walked to the airport since it wasn't too far away and luckily were able to catch our flight, but still it was a lot of stress and hassle and so annoying.”

Helpful Report

Posted 5 years ago

Dear Traveller, We are sorry to learn you were disappointed with your experience Certainly we value the loyalty and trust of our customers and strive to deliver the best possible experience whenever we can, however We have not met yours or our high standard in this instance. Your comments have also been shared with the necessary departments to allow us to review issues that you highlight in your review. A member of our Customer Care team would like to get in touch with you and discuss this with you further. We hope you take the time and email our Customer Care team to resolve this with you and share with them any details about your experience. Our email address is orders@welcomepickups.com. We hope to hear from you soon.

Posted 5 years ago

“NOT SO WELCOME. On arrival at Malaga airport all had gone well until we looked for the taxi drivers board with our name on. After 30 minutes of searching somebody told us it was an American company with an USA phone number. So made the call and was informed that no driver was available I would have get a taxi off the rank and they would refund me the payment I had made to them. The Taxi on the rank was £21.25 above my booking fee with Wecome. While in Spain I sent a email to complain. Was told somebody would call me .As I didn’t get a satisfactory answer another gentleman called Edward rang and told me if I sent him a copy of the receipt for the 55 Euro they would pay that amount in compensation for the problems I had .So agreed. Four weeks later no payment so to add to the previous 20emails I sent another. Got a reply from the head of department saying she would sort it. Week later received £21.25. Not what I had been promised. This was only the difference in their cost and the extra I had to pay. Not really compensation. I SEE ON THE SITE VERY SIMILAR EXPERIENCES OF NO SHOW TAXIS AND THE SAME RESPONSE. IS IT REALY WORTH THE RISK OF START YOUR HOLIDAY ALL STRESSED OUT AND DELAYED BY ONE HOUR. Seems to me they either do a very good job or don’t show up at all.”

Helpful Report

Posted 5 years ago

Dear Brian, We are sorry to hear about your experience. This is not in line with the core values of Welcome Pickups. Certainly we value the loyalty and trust of our customers and strive to deliver the best possible experience whenever we can, however, we have not met yours or our high standard in this instance. Your comments have been also been shared with the necessary departments to allow us to review issues that you highlight in your review. A member of our Customer Care team has reached out to you and we thank you for taking the time to speak to them directly. Hope to hear from you soon. Thank you.

Posted 5 years ago

“Arranged pickup Seville Santa Justa train station. I stood at the curb at the designated location for 30 minutes in plain view. Driver never identified himself, never approached me to ask if I was his ride, even though he was sitting in his car 20 feet away from me. Customer service would not refund my 24 euro charge. I took standard cab to hotel and it cost 7 euros. Horrible service. Definitely do NOT recommend.”

Helpful Report

Posted 5 years ago

Dear Richards, We are sorry to learn you were disappointed with your experience. Certainly we value the loyalty and trust of our customers and strive to deliver the best possible experience whenever we can, however, We have not met yours or our high standard in this instance. Your comments have been also been shared with the necessary departments to allow us to review issues that you highlight in your review. A member of our Customer Care team has emailed 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! Hope to hear from you soon. Thank you

Posted 5 years ago

“Appalling service and untrained customer service who wants to believe they are right in their assertions. I booked a taxi to get to the airport early in the morning with my wife and my 2 yr old baby, never got any confirmation and was also expensive and then 5mins before the taxi was supposed to arrive, they sent a text to cancel. No apologies, just a straightforward message to cancel the booking. I had to scramble around to make contingency plans at 3.30 am in a foreign land. They eventually called and tried to justify their actions and their refund as well takes 6-10 business days. Pathetic company and would advise anyone to totally avoid them and look elsewhere as these guys are a huge letdown. Wish I could give them -5 star.”

Helpful Report

Posted 5 years ago

Dear Traveller We are sorry to hear about your experience with Welcome Pickups. Certainly we value the loyalty and trust of our customers and strive to deliver the best possible experience whenever we can, however, We have not met yours or our high standard in this instance. A member of our Customer Care team would like to get in touch with you and discuss this with you further. We hope you take the time and email our Customer Care team to resolve this with you and share with them any details about your experience. Our email address is orders@welcomepickups.com. We hope to hear from you soon.

Posted 5 years ago

Welcome Pickups is rated 4.9 based on 6,393 reviews