1. First Steps in an Emergency
If something urgent comes up:
Post the transfer in your destination’s WhatsApp group.
Use the Remove & Suggest feature in the Driver App to send it to an available Welcome Driver.
Full instructions are available here.
❗ Avoid removing transfers without replacement — it impacts your metrics and may result in flags and monetary penalties. See full removal policy and reassignment limits.
2. When You Can’t Find Another Welcome Driver
If you can’t find another Welcome driver to operate your transfer and one of the below exceptional cases applies, you can send a message to Support via the driver app, including a screenshot of your transfer posted in the WhatsApp group, and ask for the transfer to be removed:
There's a flight delay on the current transfer, and it has a conflict with an upcoming Welcome transfer. The transfer with the later pickup time can be removed.
There's a flight delay on the current transfer and the new pick-up time is outside of your working hours. This transfer can be removed.
The flight is delayed and it is conflicting with a scheduled Welcome S-ride. The transfer can be removed.
If you just sold an S-Ride to be operated in combination with your current transfer, which would conflict with your upcoming Welcome transfer, the upcoming transfer can be removed in order for the newly booked S-Ride to be operated.
You have mistakenly accepted a transfer that conflicts with another Welcome transfer or S-Ride and messaged us within 10 minutes of acceptance.
Sudden and unpredictable force majeure cases such as: car accident, flat tire, car damage. For these cases, it is mandatory to include the relevant evidence. Acceptable evidence is considered to be:
car service receipt/invoice or
photo/video including car’s licence plate only IF the problem can be easily spotted visually.
3. Technical Problems When Reassigning?
If you have trouble reassigning a transfer to a Welcome driver (e.g. his name doesn’t appear in the app when you search for him), you can send a message to Support via the driver app, including a screenshot or screen recording where the problem you’re facing is clearly visible.
If confirmed as a technical issue, Support will reassign it on your behalf.
If the issue is not technical (e.g., you’re trying to assign a minivan ride to a sedan driver), Support will not reassign it. You’ll need to find another suitable driver or remove it yourself.
4. Important Contact Rules
All requests to remove/reassign a transfer must only be sent in writing to Support via the chat in the app (or email).
Removal/Reassignment requests will NOT be handled via our Support’s Phone Line, and you will be redirected to send a message instead, in order to include the relevant evidence in your message.