1. What to do if you can’t operate a transfer in your schedule
First, try to find another Welcome Driver via the official WhatsApp group of the destination.
Then, reassign the transfer using the Remove & Assign feature in your Driver App by following the guidelines here.
See daily reassignment limits here.
2. What if you can’t find another Welcome driver
Some exceptional cases (e.g. flight delay conflicts) are handled as per this policy.
3. Consequences for transfer removals without replacement
In case you have not reached the maximum number of reassignments that day, but despite that, you still remove a transfer from your schedule, the following rules apply.
Time Until Transfer Pickup | Reasonable Compensation / Fee | Flag |
More than 16 hours | 5% of DC | - |
6-16 hours | 20% of DC | 1 Red Flag |
4-6 hours | 50% of DC | 1 Red Flag |
2-4 hours | 75% of DC | 1 Red Flag |
1-2 hours | 100% of DC | 1 Red Flag |
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).
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.
4. Important notes
For any removal within 8 hours of pickup due to another Welcome transfer conflict or a force majeure event (e.g., strike, accident, natural disaster), you must:
Send a message to Support via the Driver App
Explain the situation and provide any required proof (photos, receipts, etc.)