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.