Traveler Change Request Policy

When can a traveller request a change & how does it affect the driver

Alex Kostyuk avatar
Written by Alex Kostyuk
Updated over a week ago

There are three ways a Traveler can request changes in his/her booking:

  1. By using the Traveler App

  2. By contacting their driver (The driver can follow the process described here and implement any changes the traveler has asked)

  3. By contacting Welcome Pickups

Traveler Change Request Policy

Changes to the details of an upcoming transfer can be requested up to a certain time prior to the scheduled pickup time, depending on the destination, the time zone, time of day and whether Welcome's Customer Support is live.

When the Edit & Cancel cutoff times have been exceeded, the traveler will no longer be able to Edit their transfer or Cancel with a refund.

It is advised that Drivers keep an eye out for changes in their upcoming transfers. If the Driver can no longer accommodate an updated transfer (i.e. due to car-type capacity, schedule conflict, etc.) he should follow the process of looking for a replacement driver before removing the transfer (found here).

In some rare cases, an exception could be made (for example if the pickup time is changed to 15 minutes later) however these are evaluated on a case by case basis and the traveler will need to contact their assigned driver directly to check their availability.

In more severe and Urgent (last minute flight changes or large delays of over 12 hours) cases the traveler is advised to contact our Support team .

Price Change

Depending on the changes requested the transfer price might also change. On that occasion, the new transfer price will be communicated to the Traveler, and the new transfer details will be updated once there is payment confirmation.

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