I am a Driver
Help Center for Welcome Pickups drivers
93 articles
- Contacting Welcome Pickups' Support teamUse the in-app chat for most issues and questions. Only call Support in a true emergency such as a serious accident or force majeure.
- Driver Incentives Program: QuestsComplete a set of transfer objectives to unlock and claim high-value transfers as rewards. Join active quests from the Requests tab and track your progress directly in the app.
- Transfers Night Rate - Customers' Extra ChargeIf a delay pushes a pickup into night rate hours, the driver adjusts the transfer in the app and a payment link is sent to the customer.
- How to Set Your Availability for Shifts up to 12 HoursAvailability is capped at 12 hours per day and can be split across multiple slots. You can also opt in to receive urgent requests outside your set availability.
- Welcome Employees Trying to Contact You
- Driver Complaints Handling Policy
- Complimentary Waiting Time PolicyHow long is the waiting time depending on the pickup location and the flight/ship arrival time
- Extra Waiting Time PolicyDefinition and Applicable fees
- Baggage Allowance PolicyHow do we define a piece of luggage, steps to follow when a traveller shows up with more pieces of luggages than booked
- Traveler Cancellation Request PolicyWhen is the driver paid in case of traveller's cancelation
- Traveler Change Request PolicyWhen can a traveller request a change & how does it affect the driver
- Driver Transfer Removal Policy (Individual Drivers)Try to find another Welcome Driver to replace you. For Force Majeure cases, contact Support. Removals without reassignment face consequences.
- Transfer Reassignment GuidelinesClarifications under which circumstances the “Remove & Suggest” feature should be used
- Traveler No-Show (TNS) PolicyWhat steps to follow in case the traveler is not showing up
- Driver No-Show (DNS) Policy (Individual Drivers)A DNS occurs when the Driver is not at the pickup location and results in a Red Flag. If you are going to be late, always inform the Traveller. For…
- Driver Zero Tolerance PoliciesOne occurence of these incidents will mean an immediate termination of our cooperation
- WhatsApp Group GuidelinesGuidelines to follow to ensure a smooth cooperation between Welcome and its Welcomers
- About YouDress code for Welcome Pickups Transfer
- About your VehicleAmenities, USB charger, Wi-Fi, Baby seats
- About the RideWelcome's guidelines & tips to make the ride more enjoyable
- Driver Flags & Policies (Individual Drivers)Flagging system and cases which can result in suspension/offboarding of a driver
- Termination of Collaboration - Loss of access in the Welcome Pickups PlatformAll cases which can result in suspension/offboarding of a driver
- Managing Your Personal Data: A Guide to Download and Deletion Requests
- How Welcome Pays youDrivers are paid weekly or monthly depending on their destination. Minimum threshold of €100. Payments cover transfers operated two weeks prior, with any shortfall rolling over.
- Overview of your Payments and Transfer HistoryAccess your pending payments, past payouts, and full transfer history via the Welcomer app or desktop. Both views show a breakdown of amounts owed to and from you.
- How to Change your Bank Account & Invoicing Details in the Welcomer appUpdate your IBAN, VAT, and billing details directly in the Welcomer app. Changes require a bank statement as verification and are reviewed before approval.
- Information about the Welcome Invoices you receive and how to access themWelcome sends a monthly invoice covering its commission and fees for all transfers that month. This does not need to be paid but can be used for tax declarations.
- How to Setup PayoneerPayoneer is used to pay drivers in select non-European destinations to avoid high international banking fees. Register directly through the Welcomer app when notified by the operations team.
- Customer asks me for a receipt or an invoiceWelcome cannot issue receipts to travelers as it is not the service operator. Drivers must issue their own receipt for the full amount and use Welcome's monthly invoice to declare…
- Why do I receive a smaller amount for the same transfer than my colleague?Payment differences come down to VAT: EU drivers not registered on VIES and UK-based drivers are subject to VAT charges, which reduces the net amount received.
- The registration flow for new driversHow to register via our website in order to become a driver
- Creating your Availability Schedule & Weekly Shifts (Individual drivers)How to build your weekly shift and set up your availability
- Snoozing the Notifications from your Welcomer AppHow to Snooze your notifications so you don't lose any transfer requests received outside of your working schedule
- Updating your Vehicle's Details in the Welcomer appThe requirements and how to change your car details in your profile
- Updating your Personal DetailsHow to change your phone number, language skills, and email address
- Changing your Driver PictureHow to change your profile picture
- Changing your PasswordChanging the password to access your Welcome's member page and Driver's App
- Troubleshooting Steps in Case of Notification Issues on my Android Phone DeviceWhat to do in case a personal transfer request comes in with no sound or push notification
- Accepting the Terms & Conditions and Downloading your ContractHow to accept our terms and conditions & download the contract
- The Welcomer Video
- Login to the Welcomer appHow to set up the PIN and biometrics to access the Welcomer app
- How Does the Driver Leaderboard Work?Description of the leaderboard metrics, how to improve them and what to do in case the metrics decrease
- Flag Re-evaluation PolicyThis policy explains how a driver can dispute a penalization flag that was issued after a customer complaint case
- Leaderboard - Hailing a transferHow does the hailing of a transfer take into account the leaderboard position of a driver
- Leaderboard Metrics - RatingHow does the Rating metric work?
- Leaderboard Metrics - Acceptance RateHow does the Acceptance Rate metric work?
- Leaderboard Metrics - Reliability RateHow does the Reliability Rate metric work?
- Leaderboard Metrics - Return RidesHow does the Return Rides metric work?
- Leaderboard Metrics - ExperiencesHow does the Experience metric work?
- What Type of Transfer Requests Will I Receive?Which transfer requests are there? How can I recognize a personal transfer request from a broadcast or a Welcome Experience request?
- How Do I Improve my Leaderboard Position?Tips on how to improve your leaderboard position
- Why am I not Receiving Transfers that Some of my Colleagues Receive?How the Leaderboard works when assigning transfers
- Why Did my Review Rating Go Down?Below are the steps to follow in case of a bad review
- How do Groups for Drivers work?A FAQ section for how driver groups work
- Driver Groups Metrics - Extra rides
- Acceptance Quota
- GPS function in the Welcomer appHow to make sure the GPS function settings are correct in your phone in order to have 100% corrrect app usage.
- Driver app usageStep by step guide on how to use the driver app when operating a transfer
- Dealing with intoxicated customersIn this article, we explain what to do in case a customer is intoxicated
- Newsfeed feature in the driver appWhat is the Newsfeed? What does it show?
- Non-Welcomer processOnly use a Non-Welcomer in a last-minute emergency after exhausting all options. You must notify the traveler and Support with the driver's details.
- Hero Welcomers Help CenterHow to add Guest Drivers and assign transfers to them
- Transfers with Autocheck Errors (Individual drivers)Why some transfers appear with associated errors and what the individual driver needs to do to resolve them
- Driver / Traveler ChatHow to use the Driver / Traveler Chat feature on the Welcomer App
- Travelers Asked for a Change in their BookingHow to modify the transfer details when a traveler asks you to do so
- Travelers Contacted me to Cancel their Transfer and Asked if they will be RefundedWhat to do if the travelers contact you to cancel their booking
- The Flight of my Traveler is DelayedHow to handle a airport pickup with a flight delay
- The Flight/Ship/ Train of my Upcoming Transfer is CancelledWhat to do when you find out the flight of an upcoming transfer is cancelled
- I am at the Pickup Location and the Traveler is not Showing upFull explanation of the Traveler No Show (TNS) process
- I Have a Baggage/Passenger Capacity IssueTravellers showed up with more pieces of luggage/passengers than I can safely and legally accommodate
- I Want to Book a Sightseeing Ride for my TravelerExplains step by step how to book a Sightseeing Ride via the Welcomers app
- I Have an Emergency and I Cannot Accommodate my Next TransferWhat to do when you are not able to operate your next transfer
- How to Remove a Transfer from my Schedule and Suggest Another Driver or Company via my AppHow to use the Remove & Suggest feature in your Welcomer App
- I Am Going to Be Late for a PickupWhat steps to take when you know you are going to be late for a pickup
- Travelers Asked for a Different Drop-off LocationWhat to do if the travellers request to be dropped off at different location
- Travelers Asked for Extra Waiting TimeWhat to do if the travelers ask for extra waiting time on top of the complimentary waiting time
- Travelers Asked for an Extra StopWhat to do when a traveler asks for an extra stop
- I Want to Book a Transfer for a New CustomerHow to book a transfer for a customer that you have not had a transfer with before.
- I Want to Book a Welcome Transfer in a Destination I Cannot OperateThe travelers I just dropped off want to book a Welcome ride in another destination
- What is the Company's Lost & Found processDescription of the process to follow when finding an item that a traveller forgot in your car
- Why Did a Transfer Disappear from my Schedule?The reasons why a transfer can disappear from your schedule
- What Child or Baby Seats Can a Traveler Book?The 3 different types of child and baby seats a traveler can book
- I Want to Book a Return Transfer for my TravelerHow to book a return transfer or a new transfer for a traveler?
- What is a Sightseeing RideSightseeing Rides are private, customisable city tours operated by selected Welcome drivers. The experience is tailored to each traveler, with drivers acting as local guides and ambassadors.
- How to become available for Sightseeing RidesSubmit an application through the Welcomer app to be considered as a Sightseeing Ride driver. Acceptance depends on current demand in your destination.
- How to book a Sightseeing Ride from your AppBook a Sightseeing Ride for a traveler directly from the Welcomer app by selecting the tour, entering trip details, and choosing payment and driver assignment options.
- Tips on booking Sightseeing Rides - VideoTraining video where a Welcome Driver gives tips on how to convince travelers to book a Sightseeing Ride with you.
- How to Accept or Remove a Sightseeing RideLearn about Sightseeing Ride requests, how to accept them, and what to do if you need to remove one from your schedule.
- Complimentary Waiting Time and Traveler No Show PoliciesWaiting time allowances for Sightseeing Rides vary by pickup type. After the complimentary period, drivers can mark a TNS and leave with full compensation.
- Extra 10% - Sightseeing RidesEarn an extra 10% commission by booking a Sightseeing Ride through your app.
- Sightseeing Rides - PaymentsDrivers receive 75% of the total tour amount, paid weekly. Sightseeing Ride earnings appear separately from regular transfer payments in your account.
- Sightseeing Rides Training VideoA Welcome Driver explain how he does a Sightseeing Ride.
- Chauffeur Service Booking GuideBook hourly chauffeur rides for customers directly from the app by selecting the service, pickup details, and number of passengers, which determines the duration and price.