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Help Service standards Meeting passengers at the airport and train station

Meeting passengers at the airport and train station

Airport

Meet with a name-board

If the passenger has requested Meet with a name-board please wait in Arrivals with your Wheely-branded name-board only. Check the Comments section to see how the passenger would like to be addressed.
  1. Track the flight number and arrive at the car park at least 15 minutes before landing.
  2. Be in Arrivals by the time the plane lands. Many passengers travel lightly and can be out as soon as five minutes after landing.
  3. Meet the passenger with a Wheely-branded name-board displaying the correct name.
  4. Help passengers with any luggage they might have.

Meet without a name-board: flight number known

  1. Find the flight number in Comments section and track the flight’s arrival to avoid any issues with delayed flights and extended waiting times.
  2. When the plane has landed, call the passenger as follows:
Good morning/afternoon/evening, X, this is Y, your Wheely driver. I can meet you with a name-board in the arrivals area, or would you prefer me to pick you up somewhere else?
  1. 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

Train Stations

When a name-board is requested

When meeting a passenger at a train station without a pick up area such as St Pancras, park in the short car park and wait in the meeting area with the name-board.
  1. Track the train and make sure you have parked at least 15 minutes before it enters the station.
  2. Wait at the beginning of the platform as the train pulls in.
  3. Meet passengers with a Wheely-branded name-board displaying the correct name.

When a name-board is not requested

1.   Call the passenger 10 minutes before the specified pickup time to ask if they would like you to meet them with a name-board at the arrivals area.
2.     If the passenger prefers not to be met with a name-board, ask where they would like you to meet them.

How to fill in and hold the name-board

  • Write the name specified in the booking clearly in block capitals.
  • Hold the name-board with both hands at chest height or above your head.
  • If the name provided is in a language other than English, please contact the Support Team who will provide you with the correct details.
Note: Always help passengers with their luggage and put it away in the boot.
Flight and train delays
If the passenger’s flight or train is delayed, please notify the Support 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.