1. What to do if you can’t operate a transfer in your schedule
First, try to find another Welcome Driver via the official WhatsApp group of the destination.
Then, reassign the transfer using the Remove & Assign feature in your Driver App by following the guidelines here.
See daily reassignment limits here.
2. What if you can’t find another Welcome driver
Some exceptional cases (e.g. flight delay conflicts) are handled as per this policy.
3. Penalties for transfer removals without replacement
In case you have not reached the maximum number of reassignments that day, but despite that, you still remove a transfer from your schedule, the following rules apply.
If the transfer is removed:
a) 8 to 3 hours prior to the pickup time and the transfer ends up being operated by another Welcome driver, you will receive 1 Yellow flag and your reliability rate will be affected.
b) 3 hours or less prior to the pickup time, and the transfer ends up being operated by another Welcome driver, you will receive 1 Red flag and a monetary deduction from your next payment, and more specifically:
5 EUROS/USD/GBP if the Driver’s cost (DC) for the removed transfer is up to 30 EUROS/USD/GBP,.
10 EUROS/USD/GBP if the Driver’s cost (DC) for the removed transfer is greater than 30 EUROS/USD/GBP.
c) less than 24 hours before pickup time and the transfer ends up being cancelled, you will receive 1 red flag, your reliability rate will be reduced, and a monetary deduction equal to 100% of the Driver Cost will apply to your next payment.
d) any time without using the reassignment feature, 5% of the Driver Cost (DC) will be deducted from your next payment. The 5% monetary penalty will never exceed the 5 EURO/USD/GBP value. 📌 Example: If a transfer has a Driver Cost (DC) of €30, the penalty will be €1.50 (5%).
4. Important notes
The 5% penalty (Section D) does not apply if the removal occurs within 3 hours of pickup — in that case, the flat €5/€10 penalty (Section B) applies.
No penalty applies if the conflict is due to a flight delay causing overlap with another Welcome transfer, and Support is contacted with valid proof as per the policy here.
If you've reached your daily reassignment limit, refer to the “Strict Removal Policy without penalties” for next stepsFor any removal within 8 hours of pickup due to another Welcome transfer conflict or a force majeure event (e.g., strike, accident, natural disaster), you must:
-Send a message to Support via the Driver App
-Explain the situation and provide any required proof (photos, receipts, etc.)