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Driver Flags & policies (individual & company drivers)
Driver Flags & policies (individual & company drivers)

Flagging system and policies

John Poulis avatar
Written by John Poulis
Updated over 10 months ago

A. How do we ensure that a customer will receive a high quality ride from our drivers?

Welcome Pickups pays much attention to having a high-quality driver fleet in each destination. We ensure this quality by our flagging system which works as a reminder for drivers to always operate transfers in the utmost quality.

B. What is the flagging system and how does it work?

The flagging system works as a reminder to the drivers that high quality is one of Welcome Pickups' highest priorities. When an incident happens, whether that is with a transfer and/or a sightseeing ride, the support team will look into the case and decide to issue a flag based on the severity of the incident.

C. What are the different types of flags that can be issued?

1. Black flags: This flag is issued for the most severe type of incidents (zero-tolerance)

The Support team can issue a Black flag for the following reasons:

  • Personalized, sarcastic, ironic, and disrespectful comments towards Welcome employees or fellow Welcome drivers.

  • Comments on a person’s nationality, race, sex, sexual orientation, religious beliefs, political views, appearance.

  • Exhibiting any kind of violent behavior toward ANY person.

  • Operating a Welcome transfer while under the influence of alcohol or narcotic substances, or smoking while driving.

  • Privately offering and booking a service with a Welcome Traveler, when that service is offered by Welcome, without booking it via Welcome and its tools.

  • Directly asking Welcome Travelers for additional fees outside of Welcome processes.

  • Using names, images, logos, and distinctive features representing our Company and its products/services, WELCOME, WELCOME PICKUPS other than for the sole purpose of executing transfers provided by the Company.

If your company receives a black flag from Welcome regarding a company driver incident, it will subsequently mean the termination of that driver's relationship with Welcome Pickups, and will initiate a review of the contract.
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2. Red flags: This flag is issued for a major incident that happened with a transfer.

The Support team can issue a Red flag for the following reasons:

  • The driver didn't go to the pickup location at all as he forgot about the transfer or overslept.

  • The driver is late due to bad scheduling (accepting 2 transfers too close to each other) and the customer is not willing to wait.

  • The transfer has a flight delay and the driver didn't go to the pickup location at the new delayed arrival time.

  • The driver is late due to heavy traffic or an accident on the road and the customer is not willing to wait.

  • The driver claims to have been at the pickup location on time but didn't use the driver app at all or used the driver app incorrectly (no GPS pins, GPS pins show that driver was not on time, GPS pins show that driver was not at the correct pickup location or GPS pins show that driver didn't wait the full complimentary waiting time).

  • The driver removed a transfer under 3 hours before the pickup time without suggesting another driver.

  • The driver removed a transfer under 3 hours before the pickup time because he reached the limit of reassignments for that day and no other driver managed to accept it from the broadcast on time (see Strict Removal policy article that explains this process in detail).

  • The driver arrived with a delay of more than 15 minutes but the transfer was operated.

  • The driver didn't bring a baby seat (or the correct type of baby seat) for the transfer.

In the case of a red flag and based on the type of incident, the company will receive a monetary penalty. If the company drivers keep on receiving red flags Welcome Pickups can terminate the contract between the two parties.
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MONETARY PENALTIES

  • “Not providing a Baby Seat” - The driver didn't bring a baby seat (or the correct type of baby seat) for the transfer. If this happens, 50% of the driver’s cut for this transfer will be deducted from the driver’s future payment, and the driver’s account will also be suspended for 3 days.

  • “Excessive driver lateness” - The driver arrived with a delay of more than 15 minutes but the transfer was operated. If this occurs, 50% of the driver’s cut for this transfer will be deducted from the driver’s future payment.

  • “Driver No-Show” - The traveler left after not being able to find the driver at the meeting point at the pickup time or no driver was ever-present. If this happens, 50% of the potential driver’s cut for this transfer will be deducted from the driver’s future payment

Monetary penalties have started taking effect from April 25th, 2023. This affects all destinations.

Please note that in case you received a flag and you have any additional information related to it that you want to share with our team, you can send information to Customer support within 7 calendar days after a flag was issued and we’ll look into it.

In the following articles, more info can be found on how to avoid the above incidents from happening:

3. Yellow Flags: This flag is issued for a major incident that happened with a transfer.

The Support team can issue a Yellow flag for the following reasons:

  • The driver removed a transfer between 8 and 3 hours before the pickup time without suggesting another driver.

  • The driver removed a transfer between 8 and 3 hours before the pickup time because he reached the limit of reassignments for that day and no other driver managed to accept it from the broadcast on time (see Strict Removal policy article that explains this process in detail).

  • The driver didn't drop the customer off at the correct location.

  • The driver was less than 15 minutes late for the transfer but the transfer was operated.

  • The driver was driving dangerously and/or at a high speed

  • The driver didn't use the driver app at all for the transfer or the driver didn't use the driver app correctly.

  • The driver didn't hand out bottles of water to the travelers.

  • The driver didn't hold the Welcome board when meeting the customer.

  • The driver didn't have the sanitizing gel and hand wipes available in the car.

  • The driver didn't provide an invoice to the customer at the end of the ride.

  • The driver wrote a message in the WhatsApp group that is not related to the reassignment of a transfer.

  • The Driver contacted the Support Emergency line without having a real emergency (currently being with a customer and not being able to resolve an issue)

  • The driver's car was dirty, smelly, or in poor technical condition (no working A/C, damaged interior or exterior,...)

If the company drivers receive a yellow flag, they will need to be retrained by Welcome. If there are many yellow flags from company drivers, this can lead to the termination of the contract between the two parties.

In the following articles, more info can be found on how to avoid the above incidents from happening:

4. Purple Flags: This type of flag is issued when a driver becomes inactive and no longer accepts transfers from the application, more specifically, a purple flag will be issued once:

  • The reliability rate of the driver is 16 or less.

  • The acceptance rate of the driver is 8 or less.

  • No availability is declared in the Welcomer application for the next month.

In the following articles, more info can be found on how to avoid the above incidents from happening:

5. Grey Flags: This type of flag is issued when multiple violations of the same type occur and triggers a 10-day suspension.

A grey flag should be issued once:

  • A driver received a purple flag shortly after being retrained for an incident that led to the issuance of the same type of flag

  • 20% of a driver’s transfers have been reported by travelers and the reporting leads to the issuance of yellow flags

  • 5% or more of a driver’s most recent transfers were flagged with a red flag

In the following articles, more info can be found on how to avoid the above incidents from happening:

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