Complimentary Waiting Time
The following Waiting time Policy applies only for Sightseeing Rides.
Complimentary Waiting Time Policy
Airport Pickup: 60 minutes
Hotel or other pickup: 30 minutes
Port/Train station Pickups: 30 minutes
Traveler No Show
The assigned Driver must report a possible TNS (by following the process found here) at the following times:
For airport Pickups by 45 minutes of a Traveller’s delay to appear at the pickup location after the scheduled pickup time
For Port, Train Station, Bus Station Pickups by 15 minutes of a Traveller’s delay to appear at the pickup location after the scheduled pickup time
For Hotel and other Pickups by 5 minutes of a Traveller’s delay to appear at the pickup location after the scheduled pickup time
After reporting a possible TNS, the Driver must try to contact the Traveler (via call and/or text and/or email) in an effort to locate them. These efforts must be carried out until the end of the Traveler’s complimentary waiting time.
By the end of the Traveler’s complimentary waiting time:
If the Traveler has not been reached (has not replied), the Driver has the option to "terminate the ride" and leave. On this occasion, the transfer is marked as a “TNS” and the Driver’s Compensation is 100%.
If the Traveler has been reached and they have communicated that they will be at the pickup location by the end of the complimentary waiting time, the driver must wait accordingly. If the customer fails to appear by the end of the complimentary waiting time, the Driver must make one final effort to reach out the traveller, and depending on the outcome, either press the "terminate the ride" button (Driver compensation: 100%), or follow Welcome’s Extra Waiting Time Policy accordingly.
If the Traveler has been reached and they have asked for extra waiting time, the Driver follow Welcome’s Extra Waiting Time Policy accordingly.