Name: Welcome Pickups
Address: Seven Stars House, 1 Wheler Road, Coventry
Rating: 4.82

“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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 years ago

“The driver left the meeting point without a warning, refused to wait, the company refuses to refund. They are the worst.”

Helpful Report

Posted 3 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. Your feedback however is valued and rest assured that we will follow up with the relevant departments regarding the situations you describe, please accept our apologies for any inconvenience.

Posted 3 years ago

“SHAMBOLIC company, please rethink using them. I pre-booked a taxi, they were very inflexible about rebooking and forced me to cancel it, then refused to refund me. This isn't how you treat customers. On top of this, I had several encounters with their drivers insisting on looking at the phones at the wheel - not cool to text and drive. Overall - not a good company”

Helpful Report

Posted 3 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. 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 3 years ago

“For anyone thinking of using @WelcomePickups, they cancelled my pickup while I was flying after sending confirmation and taking payment, left me stranded at 0030 in the airport and are now refusing to give me my money back.”

Helpful Report

Posted 3 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. 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 3 years ago

“Our driver was Herath Pathirannehelage Ananda and he was SUPER rude. Let me start by sharing that he arrived early (which is a good thing). We were supposed to be picked up at 12:30. He arrived at 12:07. He called us that he was outside. We started to say our goodbyes to friends and he got mad because we did not get in the car at the snap of his fingers. While in the car we got super nauseous from his reckless driving and some sort of while balls he has spread out throughout the car to kill bad smells. Those while balls are toxic to people and are used for rodens not to eat stored items. They are so toxic that it irritated our eyes and made us sick. In addition, he drives like a maniac. He was speeding all the way to the airport, cut many drivers off and seem angry when other drivers were slow. He obviously has road rage but tried to contain it because we were there but it was very obvious. Overall, our experience with this driver was HORRIBLE AND SCARY! I would not use this service again just because I never want to be in a car with him ever again. However, our driver from the airport to the hotel was wonderful. If anyone gets a notification that their driver will be Herath Pathirannehelage Ananda, please cancel or ask for someone else. Good luck!”

Helpful Report

Posted 3 years ago

Dear Traveler We are sorry to hear about your experience. This is not in line with the core values of Welcome Pickups. The safety and comfort of our customers and their family is of a top priority to us at Welcome. 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 3 years ago

“Cancelled our pickup from Malaga airport, after receiving correct personal details, time, place -and full payment . Reason being «wrong flight number». Flight number was correct, the airline had only been operating for a few months. They only informed if the cancallation when we we were already in the air. We had to find local taxi, of course without se ure seats for our small children..! Now they insist on keeping 20% of our money, or give vouchers for a car we will never trust!!!! PleaseSTAY AWAY from these scammers.”

Helpful Report

Posted 3 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, to extend our sincere apologies and clarify the events you brought to our attention. Your feedback is valued and rest assured that we have followed up with the relevant departments regarding the situations you describe. Could you please get into contact with our customer service department And provide them with a transfer id so that we can have a more in depth Look into what happened with your transfer.

Posted 3 years ago

“Very unhelpful overall in getting picked from the airport. If you have flight delays, good luck getting picked up; we never did. Our driver had multiple pickups after us and no one else was available. We notified them of our delay and were told this. We also inadvertently had our itinerary in reverse and tried to correct this 9-10 hours in advance but were told we couldn’t even though their website says only “a certain amount of time” is needed to modify reservations but they claimed it was 24 hours, even though that timeframe is only listed for cancellations, not modifications. Their customer service people were not helpful and didn’t seem to care. The only person who sort of tried to help us was the driver, but he had multiple pick ups and was the only person apparently we could use. Overall this company seems to want to take your money without providing any services if they think they can do it. If you’re flying into Rome, just go to the taxi stand. It’s a lot cheaper and was quick for us.”

Helpful Report

Posted 3 years ago

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!

Posted 3 years ago

“The driver was not present at Orly airport and it was impossible to reach him. I paid 64 euros for that and I am not sure they give back my money....”

Helpful Report

Posted 3 years ago

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!

Posted 3 years ago

“Do not use this service. It is a complete Con. I was recommended to use it via my Airbnb. The interface of the app is good and Looks professional and I decided to use them. They charged me 135 euro for a car as I had 4 passengers and a lot of bags. A small old car turned up with a friend to take our bags. Then I checked the Uber price and it would be 45 euro for an executive XL car to my destination. When I queried they said they charge more for tax, waiting time and parking. This cannot cost 90 euro. They then accused me of knowing the cost before I booked them therefore the blame lies with me. Do your research. This is not a professional legitimate company. They are cheating tourists who might not know the actual price taxis in the location and providing sub-standard cars. For the record they offered me a 20 euro voucher which I didn’t accept as I do not want to use their service again. I asked for a refund of the delta of a top Uber service which was 90 euro and they declined. It is very easy to get taxis and Ubers at airports - there is no need to use this criminal company.”

Helpful Report

Posted 3 years ago

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!

Posted 3 years ago

“Driver never turn up on time 40 min late had to take another taxi”

Helpful Report

Posted 3 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. Could you please get into contact with our customer service department And provide them with a transfer id so that we can have a more in depth Look into what happened with your transfer.

Posted 3 years ago

“Horrible service. I booked a week in advance and they quickly charged the funds from my credit card. One day before the departure date they cancelled the trip, did not call to let me know, and said they would refund the money in the future. I was left with no money (because they charge in advance) and not enough time to book a new transfer service. I had never been so mistreated by any company, it was really horrible.”

Helpful Report

Posted 3 years ago

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. We are aware that our Customer Care team has already been in touch with you, to extend our sincere apologies and clarify the events you brought to our attention. This is not the service that we aim to provide at Welcome, please contact our Support Team we would like an opportunity to make things right.

Posted 3 years ago

“Never again!!! Waiting in Paris airport ad midnight for 1 hour, hearing lots of excuses!”

Helpful Report

Posted 3 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. 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 3 years ago

“DO NOT use this company!! If your airplane is late, they will not pick you up and will keep your money. On the website it says that they will monitor your flight and make arrangements to pick you up. This statement is FALSE! We were 1 1/2 hour late from Athens, which is out of our control, and we were told by the company that we needed to rebook the transfer to our hotel and pay again. This is outrageous!! We tried to make arrangements with the local driver to no avail. No one wanted to help. Once we arrived in Santorini we cancelled 10 days before the return drop off to the airport and they charged us another 20%. A total rip off of a company. They do not provide customer service and could care lees if you are late to the airport. We will never use this company!! Beware, today it is very difficult to arrive at any airport on time due to the limits if personnel and airplanes in all of the airlines. Do not fall victim to this company, they are not reliable. Your safest route is to use a local transport when you arrive at your destination. Prices were less expensive for a luxury vehicle (Mercedes) in the Santorini airport, and this service will just be a waste of your money!”

Helpful Report

Posted 3 years ago

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. Could you please get into 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 3 years ago

“I think this “service” is a scam to take your money with no real help to get a refund. The web site says that the driver will monitor your flight status but it was clear that mine did not. Once on the plane, which was delayed by only ten minutes, I had no way of knowing that the actual flight time was going to delay my arrival by over an hour. I can understand that the driver wants to get on with his work by not waiting more than an hour, but I had no way to call or send a message once I was in the air. Don’t ever book with this company because the airlines are subject to so many delays that travelers cannot guarantee their arrival time even within an hour and your ability to reach customer service to request a refund is next to impossible.”

Helpful Report

Posted 3 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. 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 3 years ago

“We were first time travelers to Athens. We decided to book Welcome Transfer due to the reviews. Don’t be fooled! On their website they have if you book not to worry about delays the drivers are up to date. Our transfer from Athens to our location was 42 euros jus like many other companies. Our flight delay twice due to technical difficulties on relaying this to the company we were being charged an additional 17euros totaling 59 euros. We checked other companies it was the same cost of 42 euros. We were communicating with the customer service who was rude and disrespectful. So we were enquiring why the additional charges. We asked if we got a refund and was told they would minus 20% fee and refund the balance. This was still cheaper than their cost and because of their crappy customer service we decided to cancel 10 minutes after corresponding to the customer service. Two days later an email come in and we were refunded 20%. If you are a regular traveler we do hope you do not book their service because any mishaps would lead to a dreadful start to your vacation”

Helpful Report

Posted 3 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 delivery, however, it would seem we have not been able to do this in this instance. Please accept our apologies for this. Could you please get into contact with our customer service department And provide them with a transfer id so that we can have a more in-depth Look into what happened with your transfer.

Posted 3 years ago

“I had a message the day before with the name of the driver, a photo of him, that he would be in Arrivals with my name, the car make and registration number. Nobody in arrivals. Had a message to walk to terminal 2, second floor, gate c, 10 minute walk. We arrive at this point and still no driver. After 15 minutes waiting, we were told to look for a blue car, given registration. Found the taxi, driver could not speak English - this is advertised - he drove like a mad man, in the rain, over cobbles and tram lines. Dangerous and weaving in and out of lanes at speed. Not impressed. Don’t bother!”

Helpful Report

Posted 3 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. Could you please get into contact with our customer service department And provide them with a transfer id so that we can have a more in depth Look into what happened with your transfer.

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Own Driver
On-time Delivery	Greater than 84%
Customer Service
Communication Channels	Email, Telephone, Live Chat

Welcome Pickups Reviews

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