If you're running behind schedule, you can now update your arrival window directly in the Mothership mobile app. No need to message support to do it for you.
What is an arrival window?
An arrival window is the time range when you’re expected to arrive at a stop. Staying within these windows helps ensure reliable service and protects your carrier rating
Check your schedule for delays
The new schedule screen helps you manage your time. Go to the Schedule tab in the app to see a list of your upcoming stops.
Start driving by: Leave your parking location by that time to get to the first stop by the “arrive by time”.
Arrive by: Arrive at the stop by this time to make all other stops in your schedule on time.
ETA: When our system estimates you will arrive, based on your current location. This will show up once you start navigating to your first stop, and will change throughout the day.
Arrival window: This is when the customer expects you to arrive at the location. To be considered on time, you need to arrive within 15 minutes of the arrival window.
Call the On-Site Contact
If our system detects that you are late or at risk of running late (i.e. if your ETA for a stop falls within the last 30 minutes of the arrival window or later), you’ll see the option to call the on-site contact to ask if you can arrive late.
If you’re running late to a stop, click the stop card and tap Call on-site contact and request permission from the location to arrive late.
If you reach the on-site contact, you can change the arrival window in the app.
Please note, some stops have strict appointment times (like terminals) that usually can’t be changed.
Enter the New Approved Arrival Window
If the pick-up or delivery location agrees to a new time, you will be asked to enter the on-site contact’s name, what you agreed on (arriving later or delivering the next business day), the new arrival time they approved, and the reason for the delay (for example, traffic, vehicle issue).
View Your Updated Schedule
Your schedule will be updated automatically with the new arrival window once you click Confirm.
What to do if can’t reach the on-site contact:
For pick-ups: You can try to make the stop (as is) or you can cancel the load.
Please note: if you drop the shipment, you will not get paid for a failed pickup attempt because you are late.
For deliveries: You can try to make the stop (as is) or redeliver the next business day at the same arrival window (the shipment will be added to tomorrow’s schedule at the same arrival window).
Please note: you will not get paid for overnight storage or re-delivery because you are late.
How Will This Affect My Carrier Rating?
Changing your arrival window helps protect your rating.
Moving the window and arriving on time in the new window counts as half late (reduces the rating by half a point)
Not moving the window and arriving late it counts as a full late arrival, (reduces the rating by a full point)
So it’s better to move the window if you’re late, but on time in the original window is best!
Frequently Asked Questions
Q: Can I change arrival windows for any stop?
Only if you're projected to arrive within 30 minutes of the service window ending (or after it).
Q: Will changing the window affect my rating?
Arriving within the updated window gives you half credit. Better than a miss, but not full on-time.
Q: Can I call any stop for a window change?
Avoid calling stops with strict appointment types (like terminals). The app will help guide you.