The short answer
Gaffr Live's "Can't make it?" gives you two options. Release the booking, and Gaffr may reopen it to other crew. Or name a colleague to cover it, and a person at Gaffr makes the swap. Either way, the client is told. You aren't paid for a booking you release or hand over.
When can I release a booking?
Once the booking is confirmed, until the shift starts. That includes while you're on the way. Gaffr Live doesn't charge you for releasing.
What does Gaffr Live ask?
Gaffr Live asks "What's happened?" and says "Only Gaffr sees this". You pick a reason:
- Personal reasons
- Family emergency
- Travel disruption
- Clash with other work
- Something else
Gaffr Live also asks for a sentence in your own words. It says a sentence is enough. It adds that "you don't need to tell us anything about your health". You can tick "This was an emergency or out of my hands".
What happens when I release?
Gaffr Live sets it out before you confirm:
- "The client is told straight away that you've released" the booking.
- "You won't be offered this booking again, and you aren't paid for it."
- "Gaffr may reopen it to other crew. It isn't yours to take back."
It also says: "Releasing a booking you've accepted is noted on your record". And: "We look at each one in context. Emergencies don't count against you, and nothing happens automatically".
The terms page adds that it never affects which other offers you get.
Within two hours of the call, Gaffr Live adds: "If you can, ring the site contact too".
What does the client see after a release?
A notification that you can't make it. It says Gaffr may match someone else, and they're not charged for you. They can cancel free until someone new accepts.
How does naming a colleague work?
Gaffr Live calls it "Nominate a substitute". It's open while the booking is confirmed, not once you're on the way. It closes some time before the call, and Gaffr Live shows when.
You need your colleague's crew code. It's six letters and numbers, under "Your crew code" in their Gaffr Live Settings.
Gaffr only makes the swap when all of these are true of your colleague:
- right to work, photo ID and insurance checked by Gaffr
- a Stripe account that can receive payments, and a National Insurance number on file
- the skill this booking needs, listed in their Gaffr Live skills
- no Gaffr booking that overlaps it
- nothing stopping them being matched with this client
Gaffr checks their documents but doesn't choose them. A person at Gaffr confirms with your colleague, records how they agreed, and makes the swap. Until then, you're still booked.
What will Gaffr Live tell me?
One of these:
- Your colleague's name, then "is covering. You're off" and the shift's time.
- "That code can't take this booking. You're still booked."
- "No answer in time. You're still booked."
If nominations have closed, Gaffr Live says you can still release the booking.
What does the client see after a swap?
A notification headed "Change of crew", saying who's covering for you. The client is told, not asked.
What happens to the pay?
- Release. You aren't paid for the booking.
- Swap. Your colleague works the shift and is paid the same Crew Member fee. You're owed nothing for it, and you won't be offered it again.
If the client cancels after a swap, any share of the fee goes to your colleague. How you get paid explains those shares.
What if I just don't turn up?
The client can cancel with "Crew didn't show". If it stands, you're not paid for that booking, and it's recorded as a no-show. The terms page says how to ask Gaffr to look at it again.