Ensuring a safe and comfortable experience for drivers is our priority. If you encounter any passenger misconduct or a dangerous situation, here’s what you can do.
Reporting Passenger Misconduct
For general complaints, follow these steps:
- Open the app and go to ☰ > Help > Help Centre
- Start a new conversation via Chat > Trip Issues > Inappropriate Passenger Behaviour
- Provide as many details as possible
- Our team will review your report and take appropriate action against the passenger.
Blocking a Passenger
If you’ve had an unpleasant experience and don’t want to receive ride requests from a specific passenger again, you can block them:
- Open the app and tap the wallet icon at the bottom menu
- In the Earnings section, find the trip associated with the passenger you want to block
- Tap the trip and select Block Passenger
Handling Dangerous Situations
For severe cases, such as being a victim of a crime while driving with FREENOW, call 999 for urgent assistance and report to our Specialist Team via the FREENOW app:
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- Open the app and go to the Help section
- Start a new conversation via Chat > Report an Incident
- Choose the option that best fits your situation and share all relevant details
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We fully cooperate with the police and law enforcement by providing the necessary evidence and reporting any criminal activity.