I am a Driver
84 articles
Handbook and Policies
Key guidelines and expectations
- 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.
Transfer Issues and Processes
Resolve transfer issues and understand the steps and procedures for ride management.
Billing and Payment
Processing payments and refunds.
- 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.
Account, Car Details, Schedule or Availability
Manage your account, update vehicle details, and control when you’re available to drive.
- Managing Your Personal Data: A Guide to Download and Deletion Requests
- 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 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.
Performance
Everything you need to know about Driver Metrics
- 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?
- 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
- How Do I Improve my Leaderboard Position?Tips on how to improve your leaderboard position
- How do Groups for Drivers work?A FAQ section for how driver groups work
- Driver Groups Metrics - Extra rides
- Why Did my Review Rating Go Down?Below are the steps to follow in case of a bad review
- Why am I not Receiving Transfers that Some of my Colleagues Receive?How the Leaderboard works when assigning transfers
- 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?
- Leaderboard - Hailing a transferHow does the hailing of a transfer take into account the leaderboard position of a driver
- Acceptance Quota
- I Want to Book a Sightseeing Ride for my TravelerExplains step by step how to book a Sightseeing Ride via the Welcomers app
- 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
- 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 Return Transfer for my TravelerHow to book a return transfer or a new transfer for a traveler?