For a Driver to remove a transfer from their schedule 8 hours or less from the scheduled pickup time, they need to also have identified another Welcome Driver who can operate that transfer via the official Whatsapp group. Once the new driver has been identified, the driver needs to reassign the transfer to that driver. (How to article : Removing a transfer from your schedule and Suggesting another driver via your App )
If a 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 need to contact Welcome within the opening hours of Customer Live Support, and notifying of the transfer removal and the related reason. Additional pieces of information and proof of the cited incident may be requested by Welcome’s Driver Operations team.
If a transfer is removed by a Driver 3 hours or less before the scheduled pickup time and the Driver is not compliant with this policy or the removal is not due to a force majeure, there will be a monetary penalisation as follows:
- If the Driver’s profit for the removed transfer is up to 30 euros, 5 euros will be deducted from the Driver’s next payment, and that amount will be added to the affected transfer’s Driver fee, so that the Driver that accepts it at the last minute is paid extra.
- If the Driver’s profit for the removed transfer is greater than 30 euros, 10 euros will be deducted from the Driver’s next payment, and that amount will be added to the affected transfer’s Driver fee, so that the driver that accepts it at the last minute is paid extra.
When a monetary amount is deducted from a driver’s weekly payment, an email will be sent to them, listing the cases the above penalization policy has been applied to. If the Driver has any additional pieces of information related to these cases that they want to share with Welcome, they can reply to that email within 7 calendar days, and Welcome’s Drivers Support team will look into these.
Note: The driver should avoid at all cost removing transfers from their schedule, especially outside the working hours of our Customer Live Support team (See article: Opening hours Customer Live Support team ) in order to avoid operational issues. In case of last minute issues, seek help in the WhatsApp group and send the transfer to the available driver using the Remove & Assign feature in the Driver’s App.
Please note that sending a non-welcome driver to operate a Welcome transfer should only be used as a last resort solution and you will be expected to provide proof that you have exhausted all other possible solutions.