Due to the current climate of the world and gas prices rising, we have upped our rates for 2026 for each of the packages. Rates are subject to changebut you will always be notified if they do.

ONBOARDING INSTRUCTIONS/FAQ

Shifts:

When being on boarded, you will be invited and asked to download the When I Work app. This app is where all your shifts and available shifts that you can bid on will be living and will be your one stop shop to everything She’s Got Baggage!

When a shift appears, please review the details for both pick up and drop off times and other information you will need to know before bidding on the shift. Bidding on the shift is your confirmation to operations that you are available and willing to accept and complete the shift at the times and dates needed. It is your responsibility once a shift is yours to complete the shift and if for some reason, something comes up where you can no longer complete the shift at the requested time and date, offer the shift up to those within the SGB driver pool.

Just because you bid on a shift, does not automatically mean that you get that shift. We will review who has bid on the shift within 2 to 4 hours after the shift has been posted and, to make it fair, select drivers based off of who has had recent bookings and who had not. The only time that first comes first serve bid on shift works is if the booking is a same-day booking.

Within these shifts, you’ll also see any contact information, extra details, size of bags, etc., that you might need to know to determine whether or not you’ll be able to fully complete the service.

If the service shows that you are working with another person that means that there are add-ons within that service that multiple people will be doing. Every service will be marked based off of what you will be doing for example luggage driver, luggage driver + bags, grocery delivery/stock etc.

The overall goal as we expand is to have you working as many shifts as possible that you’re willing to do on the same day if you are already booked for other services during that day/time slot! Within this app, you will also be able to update your weekly availability all the way down to times you are available, days you’re available, etc. so that you get notifications based off of your availability and don’t get bombarded for days/times that you are not available. Keeping this as up-to-date as possible will help operations give you as many shifts as possible! If any last-minute shifts come in, whoever says they’re available that day/time will be contacted directly rather than the shift being offered on the shift app to everybody since sometimes, due to timing, we have to provide service ASAP.

Storage Unit: 

Storage Office- 258 CATHY JO DRIVE

Let Katie know you’d like to drop bags off and she will give you door code or make sure door is unlocked for you. Back directly into driveway, pull up to sliding glass doors, and store bags there. Use sticker/sign system to differentiate baggage.

Please bring all luggage to the storage unit. If you plan on going home and have a safe/secure area to keep luggage that’s fine. Just do not drive around with it in your cars because of airtags/tracking devices. The storage unit is insured and it’s the safest place for it.  We ARE 100% responsible for their belongings.

Put bags in section of office, mark them with stickers/tags provided on office desk- WRITE names on them, take a picture of your bags so everyone knows.

Communication with clients: 

Driver is responsible for texting clients the night BEFORE their booking by 7PM with one of the below scripts & the graphic provided at onboarding. The more communication, the better! Send your infographic with this so they know who they’re meeting and what car to look for! For drop offs: always text client 1 hour/30 mins before drop off time.

Nashville Airport: Park either at the cell lot or at the Shell closest to airport while you are waiting on a luggage pickup. Pick up/Drop offs are made either at the Arrivals/Departures area of the airport. 

For drop offs, I always tell the guest to meet me outside and in front of the airline sign that they were on. (etc In front of the Southwest sign). The airport police will not let you hang out long so if they aren’t outside, just drive around and come back.  

***We are not Uber drivers and do not have permission to go to any rideshare areas.

If the guest says they are at Uber, tell them they have to walk to either arrivals or departures.*** 

TEXT EXAMPLE TO CLIENT (AIRPORT PICKUP):

Airport Drop-offs:

TEXT EXAMPLE TO CLIENT (AIRPORT DROP OFF):

Airbnb Drop-offs/Pick-ups: 

When you pick up or drop off at an Airbnb, you don’t have to go inside. You can just drop off the bags and they can bring it inside or outside. You can drop the bags off early if the unit is clean and people give you a garage code. Make sure to take pictures of the luggage dropped and get text message approval that you are allowed in their rental. 

Text customer 30 minutes-1 hour before your drop off time just reminding them that you’ll meet them at the discussed address and time. If they are more than 15 minutes late to their drop off, they will be charged $50.

The only time we accommodate change of time free of charge is for airport pick up/drop offs since that pricing is built into the package and your pay.

If you’re ever offered alcohol/food etc when picking up you are always welcome to accept it from them! If you don’t want it for yourself, let us know and we can always have someone come to you to pick it up. We have a bar/area at the office that is open for any of you that wants to pickup any of the gifted items (we’ll leave a message on that shift app when new items pop up) and the food that will go bad/can be donated we donate to Hope On The Row/The Aloe Family/Dream Streets so it goes to a good home and doesn’t remain wasted!

TEXT EXAMPLE TO CLIENT:

TRAVEL TIME: 

You have to allow travel time in between reservations. Thursday & Friday traffic in Nashville is insane.  Please be where you need to be 10 mins before you are expected to be there.  Allow for time for your GPS to fail you or for the place to have some weird “back alley entrance”.  Or for the guests to arrive early at the airport.  

If you are for some reason, running late, just keep in communication with a client and let them know an updated ETA. Usually people are pretty under understanding!

DRIVER FAQ

1. Q: Do we do overnight baggage holds?
   A:Yes, we charge $50 to hold luggage overnight if asked as an add-on to their original service.

2. Q: Can I keep the bags in my car?

A:Yes, IF you are going straight home and have a safe and secure place to store the bags. If not, bring to storage.

3. Q: What if they have more bags then are originally booked for at time of pickup?

‍ ‍A:That’s fine! Just let Katie know and she will contact them directly to charge them for the additional bags. ALWAYS let them know and be clear that every additional bag will be $10.

4. Q: What if someone wants to change their drop off time?

‍ ‍A:If the new drop off time doesn’t fit into your schedule for the day/is inconvenient, let the customer know it’ll be $50 to change the time (unless it’s an airport pickup/drop since that is included in their pricing). If you can accommodate the change of time in your schedule, we recommend you just do it since typically it makes it easier on your timeline and shows your prioritizing the customer= better tip + review!

5. Q: What if someone asks me to bring their luggage inside a residence?

‍ ‍A:Ask customer to go outside and meet you. For safety reasons we do not enter properties. You can bring bags to door. Up to your discrepancy whether it’s safe or not to drop without customer present.

6. Q: What if the client offers us alcohol/food at our bag pick up from their Airbnb/location?

A: If you’re ever offered alcohol/food etc when picking up you are always welcome to accept it from them!

If you don’t want it for yourself, let us know and we can always have someone come to you to pick it up. We have a bar/area at the office that is open for any of you that wants to pickup any of the gifted items (we’ll leave a message on the shift app when new items pop up) and the food that will go bad/can be donated we donate to Hope On The Row/The Aloe Family/Dream Streets so it goes to a good home and doesn’t remain wasted!

Questions? Call/text Katie at 954-600-0636

No question is stupid. We’d rather you ask than not!

Always try to remember the customer comes first..within reason- customer service is our priority and typically going a little above and beyond for customers results in better tips!