A. How do we verify the performance quality of a specific driver?

Welcome Pickups pays much attention to having a high-quality driver fleet in each destination.

The driver performance quality is monitored in the following ways:

  • Via the driver leaderboard metrics (review score, acceptance rate, reliability rate, extra rides/experiences).

  • Via the flagging system

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

The flagging system is basically a quality control process that is applied by the Support team in order to measure and maintain the performance of the driver fleet at a high level.

When an incident with a transfer or sightseeing ride happens, the Support team will investigate the case thoroughly and will decide to issue a flag based on the severity of the incident.

C. What are the different types of flags a Welcome driver can receive?

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 towards 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 you receive one black flag from Welcome it will subsequently mean the termination of your relationship with the company.

2. Purple flags: This flag is issued when a driver scores very low on one of the leaderboard metrics.

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

  • The Driver has a Reliability Rate of 48 out of 60 or less.

  • The driver has an Acceptance rate of 24 out of 60 or less.

  • The driver has a Rating (Review score) of 4,49 or less over the last 60 reviews received

  • The driver has sent a non-welcome driver for a transfer without consulting Welcome and/or the traveler.

If you receive one purple flag this may lead to a long suspension period from the Welcome app. If you receive a second purple flag within the last 60 days, you may be offboarded from the Welcome app indefinitely.

In the following articles, more info can be found on how to improve the above metrics:

3. 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 removed a transfer at any given moment without suggesting another driver and the transfer ended up being canceled.

  • 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.

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

In the case of a red flag and based on your previous performance, you will receive a suspension period. If you receive a second red flag within the last 60 days, you may be offboarded from the Welcome app indefinitely.

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

4. 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 and issue)

If you receive one yellow flag, the penalty will be minor and connected to a retraining program from Welcome. If you keep on receiving a big number of yellow flags, that might lead to the termination of the relationship between the two parties.

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

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