How do I meet a passenger with a name board?

If the passenger has provided their name, please write this on your Wheely name board and wait in the arrivals area; please ensure you are here five minutes after the plane lands. The system usually tracks flights automatically. If it doesn't, please find the flight number in the comments section and track it

How do I meet a passenger who hasn't provided a name?

If the passenger has not provided a name, please wait until the plane has landed. Once it has, please call the passenger and say 'Good morning/afternoon/evening, this is [your name], 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?

How do I meet a passenger without a flight name?

Please call the passenger 10 minutes before the pickup time.

Is my passengers luggage my responsibility?

Unless you are specifically instructed not to, you are expected to take care of your passengers luggage. Please ensure you use a trolley if there is a lot of luggage. Once at the vehicle, please sit your passenger down in the vehicle first before loading the luggage in the boot.

What should I do if the flight is delayed?

If the passenger's flight is delayed, please notify the Customer service team, who will update the booking details.

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 the pick-up time. Please only press the button if you have contacted the passenger. If you cannot reach the passenger, please call the Customer Services team.

Does the passenger receive 1hr free waiting time for journeys on the way to the airport as well as from the airport?

Yes, the passenger does. It is less likely to happen on a journey to the airport, as the passenger will want to be on time for their departure.

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, you will receive a push notification

How will I know when the flight lands?

You will receive a confirmation via a push notification.

Please note:

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.

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