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 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 happened, 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 your company receives a black flag from Welcome for a company driver incident it will subsequently mean the termination of that driver's relationship with Welcome Pickups, and will initiate a review of the contract.

2. Purple flags: This flag is issued when the company acts without informing Welcome Pickups.

The Support team can issue a Purple flag in case the driver has sent a non-welcome driver (a driver properly trained and onboarded by the Welcome team) for a transfer without consulting Welcome and/or the traveler.

If the company receives more than one purple flags, this can lead to the termination of the contract with Welcome.

In the following articles, more info can be found on the Non-welcomer process

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 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.

In the case of a red flag and based on the type of incident, the company will receive a financial penalty. If the company drivers keep on receiving red flags Welcome Pickups can terminate the contract between the two parties.

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)

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

If the company drivers receive a yellow flag they will need to be retrained by Welcome. If there are many yellow flags from company drivers, this can lead to the termination of the contract between the two parties.

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

D. What are the monetary penalizations that Welcome will apply for the following incidents?

  • Driver no show: in case of a confirmed driver no show (there was no valid reason why the traveler was not picked up), the Support team will issue a monetary penalty of the full 100% of the driver cut the driver was supposed to receive. (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 50 euros on his next payment.

  • Baby seat incident: in case the driver didn't bring the baby seat or didn't bring the correct type of baby seat and the customer decides not to take the ride for that reason, the Support team will issue a monetary penalty of the full 100% of the driver cut the driver was supposed to receive.

    E.g: if the original driver's cut was 50 euros, the driver will be fined 50 euros on his next payment.

  • Removal of a transfer that results in a cancellation: in case the driver removes a transfer from his schedule without finding a replacement and the transfer ends up being canceled, the Support team will issue a monetary penalty of 30 % of the driver cut that the driver was supposed to receive.

    E.g: if the original driver's cut was 50 euros, the driver will be fined 15 euros on his next payment.

  • Removal of a transfer under 3 hours before the pickup time that doesn't result in a cancellation: in case the driver removes a transfer from his schedule without finding a replacement and the transfer ends up being saved by another driver, the Support team will issue a monetary penalty of 10 euro (in case the transfer's driver cut is more than 30 euro) or 5 euro (in case the transfer's driver cut is less than 30 euro).

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