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.