Welcome Pickups

When and how should you contact the Welcome Pickups Support team

Contacting Welcome Pickups' Support team

Alex Kostyuk

Operations Team

I AM A DRIVER

Welcome Employees Trying to Contact You

When the driver removes a transfer after he reached the total number of reassignments allowed that day

Strict Removal Policy without penalties

An overview of the Covid related measures to keep in mind when operating a transfer

Covid related measures

Driver Complaints Handling Policy

How long is the waiting time depending on the pickup location and the flight/ship arrival time

Complimentary Waiting Time Policy

Extra Waiting Time Policy

How do we define a piece of luggage, steps to follow when a traveller shows up with more pieces of luggages than booked

Baggage Allowance Policy

When is the driver paid in case of traveller's cancelation

Traveler Cancellation Request Policy

When can a traveller request a change & how does it affect the driver

Traveler Change Request Policy

What is our Removal Policy and how does the penalization work?

Driver Transfer Removal Policy

Clarifications under which circumstances the “Remove & Suggest” feature should be used

Transfer Reassignment Guidelines

What steps to follow in case the traveler is not showing up

Traveler No-Show (TNS) Policy

The definition of a Driver No-Show, the reasons why a DNS can occur and how to avoid a DNS.

Driver No-Show (DNS) Policy

One occurence of these incidents will mean an immediate termination of our cooperation

Driver Zero Tolerance Policies

Guidelines to follow to ensure a smooth cooperation between Welcome and its Welcomers

WhatsApp Group Guidelines

About You

Amenities, USB charger, Wi-Fi, Baby seats

About your Vehicle

Welcome's guidelines & tips to make the ride more enjoyable

About the Ride

Flagging system and cases which can result in suspension/offboarding of a driver

Driver Flags & Offboarding Policy (for Individual drivers)

Driver Flags & Offboarding Policy (for Dispatch companies and drivers)

Handbook and Policies

How Welcome Pays you

How to see an overview of your pending payments, your past payments and operated transfer history

Overview of your Payments and Transfer History

Requirements and how to change the bank account and company invoicing details in your Welcomer app profile

How to Change your Bank Account & Invoicing Details in the Welcomer app

When do you receive the monthly invoice and what does it contain?

Information about the Welcome Invoices you Receive

Steps to follow in order to register for Payoneer payments (if applicable)

How to Setup Payoneer

Billing and Payments

How to block dispatcher company availability for new personal transfer requests

Setting up a blocked hours period in your Availability Schedule (Dispatcher companies)

How to register via our website in order to become a driver

The registration flow for new drivers

How to build your weekly shift and set up your availability

Creating your Availability Schedule & Weekly Shifts (Individual drivers)

How to Snooze your notifications so you don't lose any transfer requests received outside of your working schedule

Snoozing the Notifications from your Welcomer App

The requirements and how to change your car details in your profile

Updating your Vehicle's Details in the Welcomer app

How to change your phone number, language skills, and email address

Updating your Personal Details

Changing your Driver Picture

Changing the password to access your Welcome's member page and Driver's App

Changing your Password

What to do in case a personal transfer request comes in with no sound or push notification

Troubleshooting Steps in Case of Notification Issues on my Android Phone Device

How to accept our terms and conditions & download the contract

Accepting the Terms & Conditions and Downloading your Contract

Account, Car Details, Schedule or Availability

This policy explains how a driver can dispute a penalization flag that was issued after a customer complaint case

Flag Re-evaluation Policy

Description of the leaderboard metrics, how to improve them and what to do in case the metrics decrease

How Does the Driver Leaderboard Work?

How does the hailing of a transfer take into account the leaderboard position of a driver

Leaderboard - Hailing a transfer

Leaderboard Metrics - Rating

How does the Acceptance Rate metric work?

Leaderboard Metrics - Acceptance Rate

How does the Reliability Rate metric work?

Leaderboard Metrics - Reliability Rate

Leaderboard Metrics - Return Rides

Leaderboard Metrics - Experiences

Which transfer requests are there? How can I recognize a personal transfer request from a broadcast or a Welcome Experience request?

What Type of Transfer Requests Will I Receive?

Tips on how to improve your leaderboard position

How Do I Improve my Leaderboard Position?

How the Leaderboard works when assigning transfers

Why am I not Receiving Transfers that Some of my Colleagues Receive?

Below are the steps to follow in case of a bad review

Why Did my Review Rating Go Down?

Performance

In this article, we explain what to do in case a customer is intoxicated

Dealing with intoxicated customers

Newsfeed feature in the driver app

Why some transfers appear with associated errors and what the dispatcher user needs to do to resolve them

Transfers with auto-check errors (Dispatcher companies)

How to make sure the GPS function settings are correct in your phone in order to have 100% corrrect app usage.

GPS function in the Welcomer app

Step by step guide on how to use the driver app when operating a transfer

Driver app usage

How the Non-welcomer process works and when to use it

Non-welcomer process

How to add Guest Drivers and assign transfers to them

Hero Welcomers Help Center

Why some transfers appear with associated errors and what the individual driver needs to do to resolve them

Transfers with Autocheck Errors (Individual drivers)

How to use the Driver / Traveler Chat feature on the Welcomer App

Driver / Traveler Chat

How to modify the transfer details when a traveler asks you to do so

Travelers Asked for a Change in their Booking

What to do if the travelers contact you to cancel their booking

Travelers Contacted me to Cancel their Transfer and Asked if they will be Refunded

How to handle a airport pickup with a flight delay

The Flight of my Traveler is Delayed

What to do when you find out the flight of an upcoming transfer is cancelled

The Flight/Ship/ Train of my Upcoming Transfer is Cancelled

Full explanation of the Traveler No Show (TNS) process

I am at the Pickup Location and the Traveler is not Showing up

Travellers showed up with more pieces of luggage/passengers than I can safely and legally accommodate

I Have a Baggage/Passenger Capacity Issue

I have a Transfer and the traveler just informed me they have tested positive for Covid.

Covid Process

How to book a return transfer or a new transfer for a traveler?

I Want to Book a Return Transfer for my Traveler

Explains step by step how to book a Sightseeing Ride via the Welcomers app

I Want to Book a Sightseeing Ride for my Traveler

What to do when you are not able to operate your next transfer

I Have an Emergency and I Cannot Accommodate my Next Transfer

How to use the Remove & Suggest feature in your Welcomer App

How to Remove a Transfer from my Schedule and Suggest Another Driver via my App

What steps to take when you know you are going to be late for a pickup

I Am Going to Be Late for a Pickup

What to do if  the travellers request to be dropped off at different location

Travelers Asked for a Different Drop-off Location

What to do if the travelers ask for extra waiting time on top of the complimentary waiting time

Travelers Asked for Extra Waiting Time

What to do when a traveler asks for an extra stop

Travelers Asked for an Extra Stop

How to book a transfer for a customer that you have not had a transfer with before.

I Want to Book a Transfer for a New Customer

The travelers I just dropped off want to book a Welcome ride in another destination

I Want to Book a Welcome Transfer in a Destination I Cannot Operate

Description of the process to follow when finding an item that a traveller forgot in your car

What is the Company's Lost & Found process

The reasons why a transfer can disappear from your schedule

Why Did a Transfer Disappear from my Schedule?

The 3 different types of child and baby seats a traveler can book

What Child or Baby Seats Can a Traveler Book?

How to set up the dispatcher tool / Function of the different tabs

Dispatcher tool: Introduction

How to use the different functions of the Dispatcher tool

Dispatcher tool: Functions and Usage

Transfer Issues and Processes

What are Sightseeing Rides and what level of service is expected from our drivers

What is a Sightseeing Ride

Request to become a driver available for Sightseeing Rides

How to become available for Sightseeing Rides

A step by step guide on booking a Sightseeing Ride through the Welcomer App

How to book a Sightseeing Ride from your App

Training video where a Welcome Driver gives tips on how to convince travelers to book a Sightseeing Ride with you.

Tips on booking Sightseeing Rides - Video

What a sightseeing ride request looks like and how to accept it

How to accept a Sightseeing Ride

Complimentary Waiting Time Policy and TNS policies for Sightseeing Rides

Complimentary Waiting Time and Traveler No Show Policies

What is the Extra 10% incentive and how do i get paid.

Extra 10% - Sightseeing Rides

Description of the Sightseeing Rides flags, exceptions and related policies.

Driver Flags - Sightseeing Rides

Sightseeing Rides - Payments

A Welcome Driver explain how he does a Sightseeing Ride.

Sightseeing Rides Training Video

Detailed texts containing the necessary information about the sites and some recommendations to be shared with the travelers.

Amsterdam Guides

These are guides to help you operate Tours in Athens

Athens Guides

These are some guides with important information to help you operate Tours in Barcelona

Barcelona Guides

Detailed texts containing the necessary information about the sites and some useful recommendations to be shared with the travelers.

Berlin Guides

Budapest Guides

Crete Guides

Cyprus Guides

These are guides in pdf files with important information to help you do Welcome Tours and Day Trips.

Lisbon Guides

Here you can find Guides with historical information and fun facts about the Welcome Experiences available in Madrid.

Madrid Guides

Marrakech Guides

Milan Guides

Munich Guides

Detailed Texts containing the necessary information about the sites and some useful recommendations to be shared with travelers.

Paris Guides

Porto Guides

Prague Guides

These are some guides with important information to help you operate Tours in Rome.