Transfer Issues and Processes
Resolve transfer issues and understand the steps and procedures for ride management.
23 articles
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
Why Did a Transfer Disappear from my Schedule?The reasons why a transfer can disappear from your schedule
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
Transfer Reassignment GuidelinesClarifications under which circumstances the “Remove & Suggest” feature should be used
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.
Strict Removal Policy without penaltiesWhen the driver removes a transfer after he reached the total number of reassignments allowed that day
What is the Company's Lost & Found processDescription of the process to follow when finding an item that a traveller forgot in your car
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.
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
Traveler No-Show (TNS) PolicyWhat steps to follow in case the traveler is not showing up
I Am Going to Be Late for a PickupWhat steps to take when you know you are going to be late for a pickup
I Have a Baggage/Passenger Capacity IssueTravellers showed up with more pieces of luggage/passengers than I can safely and legally accommodate
Dealing with intoxicated customersIn this article, we explain what to do in case a customer is intoxicated
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 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
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