A. How do we verify the performance quality of a specific driver?
Welcome Pickups pays much attention to having a high-quality driver fleet in each destination.
The driver performance quality is monitored in the following ways:
Via the driver leaderboard/group metrics (review score, acceptance rate, reliability rate, extra rides/experiences).
Via the flagging system
B. What is the flagging system and how does it work?
The flagging system works as a reminder to the drivers that high quality is one of Welcome Pickups' highest priorities. When an incident happens, whether that is with a transfer and/or a sightseeing ride, the support team will look into the case and decide to issue a flag based on the severity of the incident.
C. What are the different types of flags that can be issued?
1. Black flags: This flag is issued for the most severe type of incidents (zero-tolerance)
The Support team can issue a Black flag for the following reasons:
Personalized, sarcastic, ironic, and disrespectful comments towards Welcome employees or fellow Welcome drivers.
Comments on a person’s nationality, race, sex, sexual orientation, religious beliefs, political views, appearance.
Exhibiting any kind of violent behavior toward ANY person.
Operating a Welcome transfer while under the influence of alcohol or narcotic substances, or smoking while driving.
Privately offering and booking a service with a Welcome Traveler, when that service is offered by Welcome, without booking it via Welcome and its tools.
Directly asking Welcome Travelers for additional fees outside of Welcome processes.
Using names, images, logos, and distinctive features representing our Company and its products/services, WELCOME, WELCOME PICKUPS other than for the sole purpose of executing transfers provided by the Company.
If a driver receives a black flag from Welcome regarding an incident, it will subsequently mean the termination of that driver's relationship with Welcome Pickups.
2. Red flags: This flag is issued for a major incident that happened with a transfer.
The Support team can issue a Red flag 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 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).
The driver arrived with a delay of more than 15 minutes but the transfer was operated.
The driver didn't bring a baby seat (or the correct type of baby seat) for the transfer.
The driver has sent a non-welcome driver for a transfer without consulting Welcome and/or the traveler.
The driver has removed a transfer less than 16 hours to its operating time, without reassigning it to another Welcome Pickups driver.
In the case of a red flag and based on the type of incident, the driver will receive a Reasonable Compensation / Fee. If the driver keeps on receiving red flags, Welcome Pickups can terminate the contract between the two parties.
REASONABLE COMPENSATION/ FEES ADJUSTMENT FOR RED FLAGS
“Not providing a Baby Seat” - The driver didn't bring a baby seat (or the correct type of baby seat) for the transfer. If this happens, 50% of the driver’s cut for this transfer will be deducted from the driver’s future payment, and the driver’s account will also be suspended for 3 days.
“Excessive driver lateness” - The driver arrived with a delay of more than 15 minutes but the transfer was operated. If this occurs, 50% of the driver’s cut for this transfer will be deducted from the driver’s future payment.
“Driver No-Show” - The traveler left after not being able to find the driver at the meeting point at the pickup time or no driver was ever-present. If this happens, 150% of the potential driver’s cut for this transfer will be deducted from the driver’s future payment.
If a transfer is removed less than 1h to the operating time the removal will be treated like a DNS (please view Driver No-Show (DNS) Policy for more information).“Late Removal that leads to Cancellation” - Removing a transfer will result in reasonable compensation / fee based on how much time in advance was the transfer removed before the scheduled pickup time (please view Driver Transfer Removal Policy for more details).
In the above cases, the Company shall send a relevant notice via the Application and/ or via email to the Driver, specifying the reasons for the compensation due, and the Driver retains the right to submit written disputes within seven (7) calendar days from such notification to the Drivers’ Support team via the Application and/ or via email.
If the Driver does not submit written disputes in accordance with this paragraph, the Company shall be entitled to set off the amount against any fees payable to the Driver from other Transfers at the date of the next scheduled payment in accordance with Section 6. Charges and Pricing Policy of the General Terms and Conditions.
If the Driver submits written disputes in accordance with this paragraph and such disputes have not yet been reviewed and answered by the Company, the Company may proceed with a temporary withholding of the amount from disputed fees payable to the Driver from other Transfers at the date of the next scheduled payment in accordance with Section 6. Charges and Pricing Policy of the General Terms and Conditions, until the review process has been completed.
If the disputes are deemed valid by the Company, the withheld amount shall be returned to the Driver at the date of the next scheduled payment in accordance with Section 6.
In the following articles, more info can be found on how to avoid the above incidents from happening:
3. Yellow Flags: This flag is issued for a major incident that happened with a transfer.
The Support team can issue a Yellow flag for the following reasons:
The driver was driving dangerously and/or at a high speed
The driver didn't provide an invoice to the customer at the end of the ride.
The driver's car was dirty, smelly, or in poor technical condition (no working A/C, damaged interior or exterior,...)
If a driver receives a yellow flag, they will need to be retrained by Welcome. If there are many yellow flags from a driver, this can lead to the termination of the contract between the two parties.
In the following articles, more info can be found on how to avoid the above incidents from happening: