Help Centre
Important Updates
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- Supporting you through peak
- AI Hackathon Week: Exploring the Future of Smarter Travel
- Partner Payments – New Payment Schedule
- Smarter Post-Booking: Flight Tracking Takes the Lead
- Building an Accessible Future: Our Commitment to Inclusive Travel
- A Smoother Ride: Introducing Our New Unified Checkout Experience
- See all 15 articles
Partner Agreement Terms
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- Rides - Partner Operating Document - Version 2 October 2024 [ENGLISH]
- Rides - Partner Operating Document - Version 1 - October 2023 [ENGLISH]
- Rides - Partner Operating Document - Version 1 - October 2023 [SPANISH TRANSLATION]
- Rides - Partner Operating Document - Version 1 - October 2023 [FRENCH TRANSLATION]
- Rides - Partner Operating Document - Version 1 - October 2023 [ITALIAN TRANSLATION]
- Rides - Partner Operating Document - Version 1 - October 2023 [PORTUGUESE TRANSLATION]
- See all 24 articles
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- Rides - General T&Cs - Version 2 October 2024 [ENGLISH]
- General T&Cs - Version 1 - October 2023 [ENGLISH]
- General T&Cs - Version 1 - October 2023 [SPANISH TRANSLATION]
- General T&Cs - Version 1 - October 2023 [FRENCH TRANSLATION]
- General T&Cs - Version 1 - October 2023 [ITALIAN TRANSLATION]
- General T&Cs - Version 1 - October 2023 [PORTUGUESE TRANSLATION]
- See all 24 articles
Partner Tools
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- Self-Serve Tools: Distance Rates
- Self-Serve Tools: Fixed route rates
- How Can I Add Pickup Instructions?
- I do not receive anymore Confirmation/Amendment/Cancellation Emails, What should I do?
- How to translate your Partner Portal and Help Center to your preferred language.
- Vehicle management: Vehicles, Lead times, Passenger and Suitcase capacity management
- See all 22 articles
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- Where can drivers find the Booking.com Driver App after setup? (Save to home screen)
- How can drivers use the Driver APP in their own language?
- My driver does not see assigned rides in the App
- Having trouble receiving activation SMS?
- How to correctly use the Booking.com Driver App to help us defend you in the event of a Customer reporting a Pick-Up complaint
- How drivers can use the Booking.com Driver App to report a Customer No Show
- See all 12 articles
Account Management
Pre-Journey
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- What should we do if the booking cannot be accepted in the way it came through to us because the rate is wrong?
- What should we do if the Meet & Greet charge is missing for a pick-up at the airport?
- What should we do if a booking is missing a flight number?
- What should I do if the pick-up or drop-off address is unclear?
- We have received 2 or more identical bookings. What should we do?
During the Journey
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- What Is Pick-Up Companion Reassurance Messaging?
- What is the pick-up process?
- Flight Delays: What do I do for airport pickups, if the flight is substantially delayed and we can no longer fulfill the ride?
- What should I do if the number of passengers does not match with the type of vehicle the customer booked?
- What do we do if a driver has met a customer and there are more passengers/luggage than expected?
- What do we do if the waiting time has elapsed but the driver can stay at the airport for longer?
Post-Journey
Preferred Partner Programme
Platform-to-Business Regulation
Finance & Payments
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- I want to update my Company's Legal Name
- I want to update my bank details
- What financial documents do we provide to our pre-book partners?
- What are our payment timelines?
- Why do I receive the End Selling Price Report in the customer payment currency?
- I did not get the payment, what to do?
- See all 10 articles
EU Directive on Administrative Cooperation (DAC7)