FAQ & Help/Service standards/

Meeting the Passenger

What should I do once I have arrived?

1. Pay attention to the door opening preferences for that journey in the app:

   • ‘Always’ means that the passenger requires you to open their door (s) at the pick up and drop off.

   • ‘Pick up’ means that the passenger only requires you to open the door at the pick up, but not at the drop off

     • Please note that if the passenger arrives with luggage then you are not to open the door for them but offer to assist with their luggage by saying “Good morning [name], please allow me to assist with your luggage”.

   • ‘Drop off’ means that the passenger requires you to only open the door (s) at the drop off, but not at the pick up.

   • ‘Never’ means that the passenger requires you to let them open the door (s) themselves at both pick up and drop off (however, luggage will need to be attended to if necessary).

2. Park in a safe and convenient location for the passenger

3. Do one final check of the vehicle and yourself

4. Stand outside the vehicle at the pick-up point with alert posture (unless otherwise specified in the app)

5. Press 'Confirm Arrival'

How should I greet the passenger?

Greet the passenger with their name, using the phrase: 'Good morning/afternoon/evening [passenger name].'

You may also wish to use the passenger’s name throughout the journey when appropriate during any conversation initiated by the passenger.

What do I need to do before starting the journey?

1. Confirm ETA to the destination while mentioning if passenger has a preferred route, for example, “The journey to Mayfair will take approximately 20 minutes. Please let me know if you have a route you’d like me to take”.

   1. If they do, follow their preferred route.

   2. If they do not state a preferred route, use Google maps to guide you to their final destination.

2. Wheely App allows passengers to input their preferences in advance of a journey.

   This means that you do not need to confirm music or temperature preferences at the start of each journey, if they were specified in advance.

   If passenger has pre-selected preferences, inform them that the vehicle has been tailored to their preferences, allowing them to adjust if needed: e.g. “The vehicle has been tailored according to your preferences. Please let me know if you would like anything adjusted.”

3. If no preferences were set up for the temperature (indicated as Check in the app), confirm it with the passenger, and offer to adjust, e.g “The temperature is 21 degrees, please let me know if you would like me to adjust it”.

   The default temperature setting is between 20-22 degrees, using A/C to maintain a cycle of air in the vehicle to avoid any poor, stale smells.

4. If no preferences were set up for the music (indicated as Check in the app), confirm if a passenger wants to listen to the radio, or to connect their own device by saying “If you would like to listen to the radio, please let me know or feel free to connect your device”.

   When arriving at the pickup location, please ensure that the radio is off. Should the passenger ask for the radio on, but not specify a station, please turn on Classic FM at low-medium volume (e.g. a 3 out of 10).

   You must easily be able to explain to passengers how to connect Bluetooth in case they ask, and you MUST know how to end that connection without leaving any of their synchronized data in your vehicle

How do I deactivate a device from the list?

Go to Menu, select Phone, select the Device from the list and Deauthorize from your vehicle’s phone list, end with Confirm. Please ensure your vehicle software is updated to ensure your passengers' data is safe.

Can I clean my vehicle while waiting for my passenger?

No. Please do not use this time as an opportunity to clean your vehicle or replenish items; this should be done prior to arriving at the pick up point.

How should I say farewell to the passenger?

Once you are close to the destination, the app will remind you of the door preferences again — please follow them.

Complete the journey by asking the passenger: “May I assist you with anything else?”, thank them and bid a fond personalised farewell: “Thank you, have a good morning/afternoon/day/evening, [passenger’s name]”.