In this article, we explain under what circumstances and how you should contact our Support team
A: For non-urgent matters, you should chat with us via the Welcomers app using the following steps
Tap on the Messages tab.
Select the Support tab.
Choose the option from the available Quick Actions.
Issue with Live Transfer
Issue with Flag
Issue with Review
Or choose the option Other Issues for any other assistance.
That way you can send a message to the Support team and start a conversation with them.
B. Call our Support Team ONLY for emergency cases
Welcome has released a number of features (Traveler No-Show Process, Modify a transfer after a traveler request), and updated processes (Driver Lateness, Luggage Car Capacity) in order to eliminate completely the need for drivers to call our support line.
Calling our support line is only needed in case of a true emergency (e.g. serious road accident or a force majeure incident), or in case there is a serious complaint from the traveler that needs to be handled immediately. Calling for unnecessary reasons may result in driver penalization.
For 99% of the cases, drivers should first try to resolve issues by visiting our help center, and if they cannot find a proper answer, reach out to us through the In-App chat feature.
If despite the above you need to place a call, please follow the steps below:
Tap on the Messages tab.
Select the Support tab.
Choose the option If there is an emergency (e.g. road accident) please tap here to call our support team.