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 the case and take appropriate action against the passenger
Blocking a Passenger
If you’ve had an unpleasant experience and don’t want to receive trip requests from a specific passenger again, you can block them:
- Open the app and tap the wallet icon at the bottom of the 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 112 or 999 for urgent assistance and report to our Specialist Team:
- 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
We fully cooperate with the police and law enforcement by providing the necessary evidence and reporting any criminal activity.