Airport

Meet with a name-board

If the passenger has requested a Meet & Greet with a name-board please wait in Arrivals with your Wheely-branded name-board. Check the comments section to see how the passenger would like to be addressed.

The system can track flights automatically. In this case, you don’t need to track it.
Be in Arrivals by the time the plane lands. Many passengers travel lightly and can be out as soon as five minutes after landing.
Meet the passenger with a Wheely-branded name-board displaying the correct name.
Help passengers with any luggage they might have.

Meet without a name-board: flight number known

If the flight isn’t tracked automatically, find the flight number in the Comments section and track the flight’s arrival to avoid any issues with delayed flights and extended waiting times.
When the plane has landed, call the passenger as follows:

Good morning/afternoon/evening, X, this is Y, your Wheely chauffeur. I can meet you with a name-board in the arrivals area, or would you prefer me to pick you up somewhere else?

3. Follow the passenger’s instructions.

Meet without name-board: flight number unknown

As above, but please call the passenger 10 minutes before the specified pickup time.

Luggage

Unless you are specifically told not to, you are expected to take care of the passenger luggage. If there is a lot of luggage, please ensure you are using a trolley.
Sit the passengers down in your vehicle first and only then load the luggage.
Always load the luggage yourself to avoid the risk of a passenger damaging your vehicle.

Flight Delays

If the passenger’s flight or train is delayed, please notify the Customer Service Team who will update the booking details.

CAUTION: Be exact with status updates for transfers

Please update your status as close to the terminal as you can (both on arrival and departure). If you’ve already driven away from the terminal then the app may not be able to recognise the job as a transfer and so the earnings may be less.

Q&A

How long should I wait for a passenger - and when do I need to tap ‘No Show’?

The no-show button will appear 90 minutes after a flight lands, or 90 minutes after the pick-up time on a transfer to the airport (due to passengers having 60 minutes free waiting time on all transfers to and from the airport). Only tap the button after you have contacted the passenger. If you cannot reach the passenger, please call the customer services team.

Will I be penalized if I tap “I’m in arrivals” or “I’m in the airport zone” when I’m not in the correct area?

No, there is no penalty but please only tap the button after you have arrived at the specified place - as outlined in the Wheely Guide for Chauffeurs.

How will I know that the flight is being tracked?

Look for the new “Flight is expected at…” headline on the active order screen.

How will I know if the flight is early or delayed?

The time of arrival in your active order screen will remain updated with the latest information. Should the ETA change, a push notification will let you know.

How will I know when the flight lands?

You will receive a confirmation via a push notification.

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Service standards