Handbook and Policies
Key guidelines and expectations
22 articles
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
Newsfeed feature in the driver appWhat is the Newsfeed? What does it show?
About your VehicleAmenities, USB charger, Wi-Fi, Baby seats
About the RideWelcome's guidelines & tips to make the ride more enjoyable
WhatsApp Group GuidelinesGuidelines to follow to ensure a smooth cooperation between Welcome and its Welcomers
What Child or Baby Seats Can a Traveler Book?The 3 different types of child and baby seats a traveler can book
Complimentary Waiting Time PolicyHow long is the waiting time depending on the pickup location and the flight/ship arrival time
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
Welcome Employees Trying to Contact You
About YouDress code for Welcome Pickups Transfer
Termination of Collaboration - Loss of access in the Welcome Pickups PlatformAll cases which can result in suspension/offboarding of a driver
Driver Flags & Policies (Individual Drivers)Flagging system and cases which can result in suspension/offboarding of a driver
Driver Zero Tolerance PoliciesOne occurence of these incidents will mean an immediate termination of our cooperation
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…
Traveler Change Request PolicyWhen can a traveller request a change & how does it affect the driver
Traveler Cancellation Request PolicyWhen is the driver paid in case of traveller's cancelation
Extra Waiting Time PolicyDefinition and Applicable fees
Driver Complaints Handling Policy
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.
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.
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.