How to Reach Förare Before, During and After Your Trip

Email is the right channel for anything that isn't urgent — changing a booking days out, a question about what's covered, adding a receipt detail for a company. It gives you a written record of the exchange and doesn't need an instant reply to be useful.

Once you're within hours of pickup, a phone call reaches a person faster than an email queue — for a late change, a wrong address you've just noticed, or anything that needs sorting before the driver sets off, call rather than email. If your driver is already assigned, their own number — sent to you before pickup — is the fastest route for anything specific to that ride, like running a few minutes late yourself.

Contact support with your booking reference as soon as you can, describing what happened. See the guide on complaints and what happens next for how that process runs — acknowledgement within a couple of working days and a decision within two weeks, with an independent body you can escalate to if you're not satisfied with the outcome.

• Your booking reference, from the confirmation email — this is the fastest way for us to find your trip
• The date and route of the booking in question, if you can't locate the reference immediately
• A clear, specific description of what you need — a change, a question, a problem — rather than a general message we then have to follow up on

Once the trip is done, the right channel is usually email again, since the urgency of travel day has passed — a question about your receipt, a lost item, or feedback on how it went can all wait for a considered written reply rather than needing an instant phone answer. Keep your booking reference handy even after the trip; it's the quickest way for us to pull up the exact details of a completed ride if you need to refer back to it weeks later.