Aide & FAQ/Service standards/

Standard Phrases

How do I greet the passenger?
“Good morning / Good afternoon / Good evening [passenger name].”

What are the four statements I must inform the passenger?

1. Provide the passenger with the opportunity to share their preferred route to the destination and confirm ETA. For example, you can say, 'The journey to Mayfair will take approximately 20 minutes. Please let me know if you have a route you’d like me to take.'

2. Confirm the temperature with the passenger, and offer to adjust it, e.g., 'The temperature is set to 21 degrees, please let me know if you would like me to adjust it.'

3. Confirm if a passenger wants to listen to the radio, and offer for them 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.'

4. When applicable, review the passenger’s preferences as stated in the notes. For example, you can say, 'I noticed in the notes that you’d like to pick up some coffee on the way. There’s a Costa just around the corner, and I’d be more than happy to stop there to get it for you.'

How should I say farewell to the passenger?
Once the journey is complete and you are outside the vehicle, please open the door for the passenger. Complete the journey by asking the passenger “may I assist you with anything else?” and “thank you, have a good morning/afternoon/day/evening”.