1. What is a Driver No-Show (DNS)?
Driver No-Show (DNS) is defined as a Driver not being at the pickup location by the scheduled pickup time.
As per Welcome’s policies, a Driver No-Show occurs when the Driver is not at the pickup location at the scheduled pickup time as evidenced by the geolocation and the pressing of the “I am at the pickup location” Drivers’ App button and the transfer results in a cancellation.
2. For what reasons can a Driver No-Show happen?
A Driver No-Show can happen for the following reasons:
The driver didn't go to the pickup location at all as he forgot about the transfer or overslept.
The driver is late due to bad scheduling (accepting 2 transfers too close to each other) and the customer is not willing to wait.
The transfer had a flight delay and the driver didn't go to the pickup location at the new delayed arrival time.
The driver is late due to heavy traffic or an accident on the road and the customer is not willing to wait.
The driver has removed the transfer less than 1h to the operating time.
The driver claims to have been at the pickup location on time but didn't use the driver app at all or used the driver app incorrectly (no GPS pins, GPS pins show that driver was not on time, GPS pins show that driver was not at the correct pickup location or GPS pins show that driver didn't wait the full complimentary waiting time).
3. How can a Driver No-Show be avoided in the future?
Make sure to properly check your schedule on a regular basis in order not to miss any transfers.
Make sure to properly organize your schedule and availability in order to avoid having 2 transfers that are too close to each other (keeping traffic in mind).
Make sure to track the traffic situation in advance (e.g: via Google maps or GPS with live traffic updates) in order to avoid lateness.
Make sure to properly track the flight for any delays and re-arrange your schedule accordingly if needed (by posting in the Whatsapp group and reassigning to another driver, see this article on how to do this).
Make sure to 100% correctly use the driver app so the Support team can prove your whereabouts at any given time to the customer.
4. What are the reasonable compensation/fees that Welcome will apply for a confirmed Driver No show incident?
In case of a confirmed driver no show, the Support team will issue the following:
A red flag will be issued.
The Driver is not getting paid for the transfer.
The Support team will issue a reasonable compensation/fee of the full 150% of the driver cut the driver was supposed to receive (This process is not in place yet but will be introduced in the near future).
IMPORTANT NOTES:
If the driver is late for the pickup, the Dispatcher needs to contact and notify the Traveler (via call, text/Whatsapp,) as much in advance as possible in order to make sure that the customer is aware of the delay.
If the Driver is not at the pickup location at the scheduled pickup time, and their delay is due to a force majeure incident (i.e. strike, demonstration, natural disaster,etc.), the Dispatcher can request to review the red flag that was issued by sending a message with proof of the incident to the Support team via the Dispatcher Tool.
For operational issues like car accident, tire blowout, or sick driver, the company is responsible to find and send a replacement driver immediately.