1. What do I need to do when I can't operate a transfer I have in my schedule?
If a driver can't operate a transfer due to a specific reason, they need to look for another Welcome Driver who can operate that transfer via the official Whatsapp group of the destination.
Once the new Welcome Driver has been identified, the driver needs to reassign the transfer to that Welcome Driver.
The reassignment to another Welcome Driver can only be done in the following way: Removing a transfer from your schedule and Suggesting another driver via your Welcome App
2. What can I do if I can't find another Welcome driver to take the transfer?
For urgent transfers that cannot be operated due to a confirmed force majeure event, a non-Welcome driver may be sourced, following the process outlined in the article here.
If the driver removes a transfer without securing a replacement by another driver, the following rules apply:
A. In case the driver has not reached the maximum number of reassignments that day, but despite that, he still removes a transfer from their schedule 8 to 3 hours prior to the pickup time and the transfer ends up being successfully operated by another Welcome driver: The driver will receive one Yellow flag and their reliability rate will be affected.
B. In case the driver removes a transfer 3 hours or less prior to the pickup time and the transfer ends up being successfully operated by another Welcome driver: The driver will receive one Red flag and there will be a monetary penalization as explained below:
If the Driver’s cost (DC) for the removed transfer is up to 30 EUROS/USD/GBP, then 5 EUROS/USD/GBP will be deducted from the Driver’s next payment.
If the Driver’s cost (DC) for the removed transfer is greater than 30 EUROS/USD/GBP, then 10 EUROS/USD/GBP will be deducted from the Driver’s next payment.
C. In case the driver removes a transfer less than 24 hours before pickup time from their schedule and the transfer ends up being cancelled, the Support team will:
Issue a red flag
Deduct points from the reliability rate
Apply a monetary penalty equal to 100% of the Driver Cost
D. In case the driver removes a transfer at any given moment from their schedule without using the reassignment feature in the Driver App a fee will apply for every transfer removed. The fee will equal 5% of the Driver Cost (DC) of the transfer removed and will be deducted from the driver’s next payment & it applies only when a transfer is removed without reassignment.
📌 Example:
If a transfer has a Driver Cost (DC) of €30, the penalty will be €1.50 (5%).
Additional information:
- This 5% monetary penalty will never exceed the 5 EURO/USD/GBP value.
- In case of a Removal less than 3 hours prior to the operation time of the transfer, the existing monetary penalty of 5 or 10 EURO/USD/GBP deduction on Driver Cost will apply based on the paragraph 2B above.
- In case of a flight delay where 2 Welcome transfers overlap with each other, or if the transfer falls outside of the driver’s availability due to a flight delay, the driver can always call Support and request a Removal as per the flight delay policy. In that case, no penalty will be applied.
IMPORTANT NOTES:
If the driver reaches the maximum number of reassignments allowed for the day and yet removes the transfer, the penalization rules explained in the “Strict Removal Policy without penalties”
If the driver removes a transfer from their schedule 8 hours or less before the scheduled pickup time due to conflict with another previous or upcoming Welcome transfer or due to a force majeure incident (i.e. strike, demonstration, natural disaster, accident, etc.), they should contact Welcome’s Support by sending a message through the driver app in order to clarify the reason why they removed the transfer. Additional pieces of information and proof of the cited incident may be requested by Welcome’s Driver Operations team.