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 driver.
The reassignment to another Welcome driver can be done in the following way: Removing a transfer from your schedule and Suggesting another driver via your App
2. What can I do if I can't find a replacement Welcome driver?
In case the transfer is urgent and the reason why you can't operate it is considered force majeure, you can try to look for a non-welcome driver as explained in the article here.
If you remove a transfer without finding a replacement 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 his schedule 8 to 3 hours from the pickup time and the transfer ends up getting saved and operated by another driver: You will receive one Yellow flag and your reliability rate will be affected.
B. In case the driver has not reached the maximum number of reassignments that day, but despite that, he still removes a transfer 3 hours or less from the pickup time and the transfer ends up getting saved and operated by another driver:
You will receive one Red flag and there will be a monetary penalization as explained below:
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.
If the Driver’s profit for the removed transfer is greater than 30 euros, 10 euros will be deducted from the removing Driver’s next payment.
C. In case the driver removes a transfer at any given moment from his schedule and the transfer ends up being canceled, the Support team will:
issue a red flag
issue a suspension period (only for individual drivers)
Issue a monetary penalty of 30 % of the driver cut that the driver was supposed to receive (only for Dispatcher company drivers) (This process is not in place yet but will be introduced in the near future).
E.g: if the original driver's cut was 50 euros, the driver will be fined 15 euros on his next payment.
deduct points of the reliability rate
If removed less than 3 hours before the pickup time, depending on the price of the transfer, you will receive a monetary penalization of 5 or 10 euros.
If you reached the limit for the number of reassignments allowed that day and you remove the transfer, the penalization rules explained in the following article are in place: Strict Removal Policy without penalties
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 can contact Welcome 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.