This is a policy document, a detailed step by step guide of the TNS process can be found here.
Traveler No-Show (TNS) is defined as a Traveler not being at the pickup location by the end of the complimentary waiting time, or the extra waiting time if that has been agreed between the Traveler, the assigned Driver and Welcome as per the Extra Waiting Time Policy.
The pickup location is defined as the place where the Traveler has asked to be picked up from during their booking. Welcome notifies the Traveler via their booking confirmation email of the exact place where their Driver will be waiting for them (i.e. Arrivals hall, Departure hall, etc.).
If the Traveler fails to appear at the pickup location by the end of their complementary waiting time, or the end of their extra waiting time, or if an “Extra Waiting Time” request has not been able to be accommodated by the driver, the transfer is marked as a TNS. The Driver’s compensation is 100% and no amount is refunded to the Traveler. If an extra waiting time was agreed with the Traveler as per the Extra Waiting Time Policy, the Traveler must pay the extra waiting fee as well.
If the Traveler is not at the pickup location at the scheduled pickup time, the assigned Driver must try to contact them via text/Whatsapp and phone call if the pickup is from an Airport, Port, Train Station or Bus Station.
The assigned Driver must report a possible TNS at the following times:
For airport Pickups by 45 minutes of a Traveler’s delay to appear at the pickup location after the scheduled pickup time (the Driver must wait an additional 15 minutes to complete the 1-hour waiting period)
For Port, Train Station, Bus Station Pickups by 15 minutes of a Traveler’s delay to appear at the pickup location after the scheduled pickup time (the Driver must wait an additional 15 minutes to complete the 30 minutes waiting period)
For Sightseeing Rides and other Pickups by 5 minutes of a Traveler’s delay to appear at the pickup location after the scheduled pickup time (the Driver must wait an additional 10 minutes to complete the 15 minutes waiting period)
After reporting a possible TNS, the Driver must try to contact the Traveler (via call and/or the app chat 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 traveler, 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.
A Traveler has 24 hours to dispute a TNS by contacting Welcome’s Customer Support. In the occasion of a Traveler-disputed TNS, if the Driver was at the pickup location between the scheduled pick up time and the end of the complimentary waiting time (or extra waiting time if applicable) as evidenced by geolocation and by the timely pressing of the “I am at the pickup location” drivers’ app button, there is sufficient evidence to assume the Driver was at the pickup location as per Welcome policies. If there is sufficient evidence to assume that both the Traveler and Driver were at the pickup location but failed to meet each other and the transfer was not operated, the Traveler will be refunded 80% of the transfer price and the Driver 20%.