I am a Dispatcher (Driver Companies)
19 articles
Dispatcher tool: IntroductionSet up your account, then navigate transfers, drivers, vehicles, and revenue all from one place. Each tab gives you a clear overview of your company's operations.
Dispatcher tool: Functions and UsageAssign and reassign drivers, manage vehicles, and add new fleet members directly from the Dispatcher tool. Avoid rejecting transfers.
Dispatcher App: MarketplaceThe Marketplace shows available transfer requests you can claim and assign to your drivers. Requests don't expire and are open to all partners.
Adding a Driver to your Fleet (Company)Submit driver details and a short interview to our team is required before activation. Accuracy, responsiveness, and unique contact details are key to a smooth onboarding.
Availability SettingBlock availability at least 8 hours in advance for short periods, or 5 days ahead for longer ones. In force majeure situations, notify Live Ops immediately.
Setting up a blocked hours period in your Availability Schedule (Dispatcher companies)Block your availability for personal transfers in the platform by setting a start/end date, time, and reason. During blocked periods, the company won't receive personal transfer requests but will still…
Transfers with Autocheck Errors (Dispatcher companies)Auto-check errors must be resolved before pickup, or they get canceled 6 hours prior with no compensation. Dispatchers resolve them by either confirming the details are correct or contacting the…
How to Share a Transfer with another Driver or Company via the Dispatcher AppDispatchers can accept offered transfers and either operate them or share them with another driver/company. Before offering, contact the recipient to confirm availability. Τhe recipient then has a limited time…
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.
I Want to Book a Return Transfer for my TravelerBook a return or new transfer directly from the app by selecting the traveler, entering trip details, and choosing payment and assignment options.
Sightseeing Rides Dispatcher HandbookA practical guide to the app usage and service quality standards
App UsageDrivers must complete 4 app events per transfer: arriving, picking up, beginning, and ending the ride. This protects quality scores and dispute resolution.
Important MetricsWe measure quality through DRS, app usage, punctuality, car condition, and driver attitude. Minimum benchmarks apply for most of these
Misalignment WarningsLow DRS, poor app usage, or repeated flags can lead to misalignment warnings. Two warnings in a year puts your partnership at risk.
Disputing FlagsDispute flags directly from the Welcomer or Dispatcher app by contacting Support. Proof is required. Welcome Pickups GPS data and App Usage data are accepted as evidence.
Driver Flags & Policies (Company Drivers)Driver performance is monitored through a flagging system: Black Flags for zero-tolerance offenses, Red Flags for serious transfer incidents, and Yellow Flags for service quality issues. Dispatchers have 7 days…
Driver Transfer Removal Policy (Company Drivers)For transfer removal without a replacement financial penalties and Red Flags apply. Removals under 1 hour treated as a full DNS. Dispatchers have 7 days to dispute. Force majeure events…
Driver No-Show (DNS) Policy (Company Drivers)A DNS is confirmed when a driver fails to be at the pickup location on time, resulting in transfer cancellation & penalties. Drivers can avoid DNS incidents by managing schedules,…
Contacting the Welcome Pickups TeamContact Support via email & chat for questions or disputes, call only for emergencies. For other needs, contact the City Manager, Live Ops via WhatsApp, or Driver Quality team.