Welcome Pickups require all transfers to be performed by the driver and car that are assigned for that pickup.
In case you aren't able to operate a transfer due to a last-minute force majeure situation, you should look for another Welcome driver or dispatcher to take over the transfer via the WhatsApp group and reassign the transfer. In case you aren't able to find another Welcome driver who is available to operate it, you can exceptionally send a driver outside of Welcome (Non-welcome driver).
This process should only be used in the following emergency cases after checking that no other Welcome dispatcher can assist:
When you are experiencing technical car issues
When the flight of the transfer is delayed and it overlaps with one of your Welcome (and not personal) transfers
When the Support team has asked for your help in finding a non-welcome driver
Due to a last-minute health emergency of the driver himself or a member of his close family
Step 1: Reach out to the Traveler with the following message:
“Dear Traveler, this is your scheduled Welcome Driver. Unfortunately due to unforeseen circumstances I have needed to send another driver to complete your transfer.
The replacement driver’s details are as follows: [Driver Name], [Car details],
Attached is the following: [Please attach the Driver’s driving license, taxi license and car registration details.]
The Welcome Pickups support team has also been informed and all relevant driver details sent to them.
I apologize for any inconvenience caused and wish you a pleasant stay in our city”
Step 2: Inform the Support Team about the Non Welcomer (name & phone number) and that you have informed the traveler about it.
Repeated instances where you as a company fail to adhere to the outlined Non-Welcomer process will result in a Misalignment Warning.
Should you have any questions, please don’t hesitate to reach out to the Welcome Pickups team for more information.