1. For what kind of incidents does Welcome issue a penalization flag?
Welcome can issue a penalization flag for incidents where the driver didn't follow the correct process or didn't perform the service according to the quality standards Welcome has set up.
A full overview of the reasons why an individual driver can receive a penalization flag is explained here.
A full overview of the reasons why a dispatcher company or driver can receive a penalization flag is explained here.
2. How will the driver be informed about a new penalization flag?
When Welcome has issued a flag for a certain incident, the driver will receive a notification in the driver app.
He will also be able to see a full overview of all the different flags he has received in the following way:
Step 1: Tap on the "Account" tab:
Step 2: Tap on the arrow next to "Flags":
Step 3: Analyze the overview of the flags you received:
3. How can a driver dispute a flag in case he/she doesn't agree with it?
A driver can dispute a flag by sending a message through the driver app to the Support team. How the driver can send a message is explained here.
This message should contain:
A thorough explanation of the reason why the driver thinks the flag is not justified.
Proof that supports the argument of the driver as to why the flag is not justified.
Based on the above message, the Support team will do a re-evaluation of the flag and will inform the driver accordingly about the results of this re-evaluation.
The driver has 7 days after the issuing of the flag to dispute it. After the 7 days period passes, this will no longer be possible.
After the re-evaluation of the flag has been completed and the results have been shared with the driver, it is not possible to further dispute the flag as the decision is final.