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Вызывая личного водителя, вы ожидаете высокого уровня сервиса. Задача Wheely — превзойти эти ожидания.

Водители

Водитель Wheely привезет все необходимое для вас и ваших близких

Личный помощник

Каждый водитель Wheely с гордостью соблюдает высокие стандарты сервиса, безопасности, этикета и конфиденциальности. Водители подтверждают свой профессионализм в Академии Wheely. 

Академия Wheely

О мелочах позаботимся мы, чтобы вы могли сосредоточиться на важном.

Комфортная встреча в аэропорту

What is a Chauffeur for a Day journey?
This feature allows passengers to book a Chauffeur for a half day (3-6 hours) and a full day (6-12 hours); it will most likely involve multiple stops.

Are Chauffeur for a Day journeys only available for pre-booking?
No, Chauffeur for a Day journeys can be booked on-demand or in advance.

Do Chauffeur for a Day journeys affect my acceptance rate?
Yes, we encourage you to accept these journeys as you would any other booking that you receive.

What should I do if I experience on a problem on a Chauffeur for a Day journey, for example I am too tired, or I have an overlapping pre-booking?
You should contact our Customer Service team directly.

How do cancellations work?
The same as for regular Business, First, and XL journeys.

Chauffeur for a Day

How does the Airport Queue work?
At Heathrow Airport there is now a queue system for the distribution of ASAP journeys. 

How do I join the Queue?
<ul>
<li>
The Heathrow Airport Queue zone is highlighted on the below map. This will also be shown in your Chauffeur app as a blue zone.
</li>
<li>
When you enter the queue zone, you will then see your place in the queue. This works on a first-come, first-served basis.
</li>
<li>
You will move up in the queue, as Chauffeurs ahead of you receive journeys.
</li>
<li>
When you are next in line, the next booking request is yours to accept as normal. 
</li>
<li>
If you reject the booking, you will return to the back of the queue. 
</li>
</ul>Where shall I wait?
There is a dedicated area for drivers of private hire vehicles to park and wait at Heathrow known as<a href="https://www.heathrow.com/transport-and-directions/by-taxi-or-mini-cab/authorised-vehicle-area" target="_blank" class="intercom-content-link"> Authorised Vehicle Area</a>. This is open from 05:00 - 23:45 daily and will cost £1 for an hour. We recommend that you wait here to ensure the best pick-up times for our passengers. You can wait for your next booking request anywhere in the queue zone without affecting your place in the queue.

Where will I receive journeys from?
Once you are in the Heathrow Queue, you will only receive journey requests from Heathrow. To receive all booking requests, simply select ‘City bookings’ on the map screen.

How does the queue work if I drive in two different classes?
If you are available for different classes, such as Business and First, you will see your place in the queue for each class. You will be allocated the next available journey, whichever class that may be.

Can I lose my place in the queue?
You may lose your place for any of the following reasons: 
<ul>
<li>
Declining a journey request
</li>
<li>
Leaving the queue zone (in which case you have 5 minutes to return before you lose your place)
</li>
<li>
Tapping the ‘Leave queue’ button
</li>
<li>
Ongoing geolocation issues
</li>
<li>
Mobile communication issues
</li>
</ul>What if I am on a journey with a passenger that is being dropped off in the zone?
If you accept a journey to the queue zone from outside the zone, you will be added to the queue as soon as you pick up your passenger. You will then start to move up the queue on your way to the zone, allowing you to receive a new journey request faster.

<div class="intercom-container"><img src="https://downloads.intercomcdn.com/i/o/503742545/f9e9e49c96269bdab442a414/Screenshot+2022-04-27+at+11.28.26.png"></div>

Airport Queue Zone

What are multiple stop journeys?
Multiple stop journeys are where passengers can add up to 4 stops, including the final destination. Please ensure that you check the comments section for any specific details or further stops.

Can I accept other ASAP journeys while on a multiple stop journey?
No, you may not. You will be paid for the entire journey time

What if I have queries about the journey?
Please contact customer service. If possible, please do this while your passenger is at one of the stops and not in the vehicle
Procedure you should follow:

What should I do at the start of journey?
Please follow the <a href="https://wheely.com/en/faq-for-drivers/uk/2424650/4197381" target="_blank" class="intercom-content-link">standard arrival procedure</a>. The only variation of note is that you should ask 'Do you have a preferred route to [first stop]?' rather than the end destination.

What should I do at each intermediate stop?
Please ask the passenger "may I have an estimate of when you would like to be collected?." If it is not possible to park at the location, please add "When you are ready, please call me and I will come and greet you." When your passenger returns please ask just one of the three questions: "Do you have a preferred route to [intermediate stop]?"

What should I do at the end of the journey?
Once the journey is complete and you are outside the vehicle, please open the door for the passenger. If appropriate, please say 'May I assist you with anything else?' and 'Thank you, have a good morning/afternoon/evening/day.'

Multiple Stops

What are pre-booked journeys?
Pre-booked journeys allow passengers to book a Wheely journey in advance. These often tend to be longer than on-demand journeys.

How far in advance will I be able to see a passengers pre-booked journey?
For First and Business classes, pre-bookings become available to reserve 24 hours before the scheduled time. For XL, reservations are available immediately upon the passenger's request.

How do I reserve a pre-booked journey?
Before reserving a pre-booking, please ensure that you have carefully read any comments made by the passenger. Next, please confirm that you have enough diamonds to reserve this booking. Once you are ready to reserve, press on the reserve this booking button. You will be asked to confirm your reservation and will be shown the cost of the journey. Please ensure that you complete the journey in the vehicle that was on your profile at the time it was assigned to you. If you have changed your vehicle since reserving the pre-booked journey, please contact Customer Services immediately.

When should I be online to accept the pre-booked journey?
Once you have reserved a pre-booking, you will see the distribution time for the journey. 15 minutes prior, you will get a push notification – either click on it and start the journey using the “Start journey” button on the pre-booking screen, or wait and begin the journey at the planned time. You must be online at the distribution time – failure to do so will incur a diamond penalty. You must also be online to use “Start journey” button.

What happens if I receive an ASAP journey before the pre-booking?
If you are on an ASAP journey before your pre-booking that overlaps into the distribution or the journey time, the pre-booked journey will be assigned to another Chauffeur and you will receive a refund of the amount of diamonds that were used to reserve it.

Why are some journeys worth more diamonds than others?
The diamond cost of a pre-booking directly reflects its potential value. As the journey time approaches, the diamond cost of the journey will gradually reduce to ensure it is completed on time.

What happens if I cancel my reservation of the pre-booking?
If you release a pre-booking after you have reserved it, your diamonds will not be returned.

If you release a pre-booking too close to the distribution time, you will receive a diamond penalty for releasing too late. 

What happens if I am not online to accept the journey?
If you are not online to accept the pre-booked journey, then the journey will be allocated to another chauffeur. However, by reserving a pre-booked journey, you are committing to be there on time. If you are a no-show, then your ability to book pre-booked journeys will be restricted for a set period of time, determined by our Quality Assurance Champion.

Pre-Booked Journeys

When can I contact the passenger?
There are only 4 situations where you should contact the passenger directly. 
<ol>
<li>
If you have found lost property immediately after the drop off with that journey and have not marked your journey as “complete”.
</li>
<li>
If you are meeting the passenger at an airport or train station and you do not have the flight or train number, and you need to confirm a meeting point. In this situation, you should contact the passenger at the reservation time. If it is an ASAP journey, please contact the passenger once you've accepted the journey.
</li>
<li>
After 20 minutes when the “No Show” button has appeared on the app. If you cannot get in contact with the passenger please Customer Service for further instructions.
</li>
<li>
When you cannot park at the designated pick up location. In this situation you should park at the closest safe space and contact the passenger to let them know that you have been unable to park at the pick up location. Politely ask your passenger to give you a call approximately 5 minutes before they are ready to be collected and inform them that you will bring the car around for that time. 
</li>
</ol>What should I do if I am running late?
If you are running late, please contact Customer Service so that they can alert the passenger. Please do not contact the customer directly. This procedure is in place to ensure that we may offer the passenger an appropriate solution depending on the severity of the delay.

How do I know if a passenger has sent me a message?
When a passenger sends you a message you will receive a push notification. When you open the push notification for the new message, it will lead directly to the chat screen.

If the message is received while the app is open, the chat screen will automatically open with a new message notification sound.

Can I start an in-app chat with the passenger?
If you need to contact the passenger, you should contact them via a phone call as your primary form of communication, unless the passenger has specifically requested 

How do I know that my message has been sent and received?
When you send a message, you will see that an indicator appears next to the message stating ‘sent’. Once the passenger opens the message, the indicator will change from ‘sent’ to ‘seen’.

Is the chat available after the journey is completed?
The chat will only be available during the journey with the passenger. If you require assistance after the journey, please contact the Customer Service team.

Contacting the Passenger

What is the Assistant tariff?
The Assistant tariff allows customers to request Chauffeurs to perform tasks without entering the vehicle themselves. Typically this involves the collection or delivery of items, which may sometimes need to be purchased by the Chauffeur.

How do I get access to the tariff? You will need to switch on the tariff within the Wheely app. 

<div class="intercom-container"><img src="https://wheely-5295eca8f38f.intercom-attachments-7.com/i/o/231144489/3c093919247d7bb353723a3c/fl56MuiQKRf507KHYM7X6YQouB-d8oC-FDg4NSIT4MEdhFGUEOj6m4_TLxA0jqHYdIXI0aoRQEvGppNQtclxezugQuH3pUbM9wZHjgG6FA9duuNZaT1Ujj7_wY524xnXiy1p5Jmn"></div>What is the Assistant tariff pricing?
The Assistant tariff pricing is the same as the Business tariff. You can find more information on the <a href="https://wheely.com/en/cities/london" target="_blank" class="intercom-content-link">cities and fares pages of our website</a>.

Is there a limit on the value of items to be purchased on an Assistant journey?
The limit is £300. 
 How am I reimbursed for the expense?
You do not need to ask the customer for payment; the Assistant tariff features automatic reimbursements, which allows you to upload a receipt straight to the Wheely app and be reimbursed as soon as the order is finished. Payments for purchases will be made directly into your chosen bank account, once the journey has been completed. We will use your partner account by default but you may change this via the app if you wish. 

If you have a Revolut account, the reimbursement will be received instantly, if you have any other bank account, you will receive the reimbursement within 2 hours.

How do I upload the receipts for the errand? After pressing 'Complete Journey' you will be prompted to upload two types of receipts: parking and errands. Take a photo of all the receipts, indicate the price for each receipt and attach the receipts to the order in the app. If the receipt is too long, fold it in such a way that the price, shop name, and date are visible. As we will be reimbursing you for any expenses, please ensure that you retain any receipts for a minimum period of one month, in the event that any issue or challenge is subsequently raised by the passenger. Please note that receipts will be validated and any instances where there is any indication that an incorrect price was entered purposely will be reported to our quality control team.

<div class="intercom-container"><img src="https://wheely-5295eca8f38f.intercom-attachments-7.com/i/o/231144531/4b6e8e63c1e237ca77c28cfb/DVamUPh7nnwLUQRzy0Odc86H5OyodmiSstCgnMp-Ljrd_-OJzYetro5lTMZ0p4KHWKJgXC3aqOEjXc0bfFgqqNf4wv2SR9ae9MZ92frUMcartV57uvgz-zfR5u0D-mhDATvZlSJm"></div>Where can I find confirmation of the money transfer? After every ride is completed in the assistant tariff, a new receipt will be available in the ride history.

Do I need to keep a minimum account balance to accept journeys on the Assistant tariff? Every Chauffeur that turns on this feature will need to have a minimum of £300 available to them in their account in order to accept Assistant tariff bookings. Please note that if you do not have sufficient funds, or would not like to take these types of bookings, you will need to turn off the Assistant Tariff.

If you find yourself unable to make a purchase after accepting an Assistant tariff booking, you will need to contact the Customer Service team and ask them to reallocate the booking. Please note that, as this creates delays and a negative customer experience, such instances will be investigated by the quality control team. 

Can I call a customer to get money transferred to me, in order to perform an errand? You must never contact a customer to ask for a money transfer. If you are unable to complete the journey, please contact the Customer Service team so that they can reassign the journey to another chauffeur.
 Please note, that if you are unable to complete the journey, no compensation will be offered.

What happens if I've already purchased an item and the customer cancels the journey?
The standard Wheely cancellation policy applies:
<ul>
<li>
If you are on the way when the journey is cancelled, we will reimburse you the minimum fare
</li>
<li>
If you have arrived and already purchased the item we will reimburse you both the fare and the item
</li>
<li>
If you have begun the journey we will reimburse you both the fare and the item
</li>
</ul>In all of the above scenarios, please contact the Customer Service team and explain the situation.

What do I do if the errand exceeds £300? In this situation, you must contact the Customer Service team and they will get in contact with the customer. If the Customer Service team informs you that the customer has agreed, then you can upload the rest of the amount as parking (which will then be transferred to you via your weekly earnings). 

What is the procedure for age-restricted items?
Please remember that it is your responsibility to check the legal age of the customer if one or more of the purchased items are age-restricted. 
Below is a table of common age-restricted products. However, please refer to the full official <a href="https://www.gov.uk/government/publications/code-of-practice-age-restricted-products" target="_blank" class="intercom-content-link">UK government guidelines</a> if you are not sure whether a particular product is age-restricted.
<div class="intercom-container"><img src="https://wheely-5295eca8f38f.intercom-attachments-1.com/i/o/231144553/588ecd0dc17f282491a68f48/1588759552307_Screenshot-202020-05-05-20at-2016.29.09.png"></div>How do I check for age-restricted products on my booking?
If a customer placed the order with a delivery/collection request, there should be a list of items in the comments. Please ensure you are carefully checking the order receipt for any age-restricted items, and feel free to confirm this with the business you are obtaining the item(s) from.

If there is nothing in the comments section or not enough information, then please contact the Customer Service team.

How do I ensure the recipient is over the required age?
If you are delivering age-restricted items, you must physically see the recipient. Please ensure, however, that you are observing social distancing when you do this. 

If you feel the recipient may be underage, you must check their ID to confirm their age and act in line with the UK’s <a href="http://www.wsta.co.uk/challenge-25" target="_blank" class="intercom-content-link">Challenge-25</a> guidelines. To confirm the age, you must ensure:
<ul>
<li>
The photograph on the document is a clear match to the customer offering the ID
</li>
<li>
The document is still valid, and is not expired 
</li>
</ul>What if the customer is underage and there is nobody over the required age who can take receipt of the item(s)?
If a customer fails the Challenge-25 check, you should not hand over any age-restricted items to the customer and contact the Customer Service team immediately. We will ensure that you are properly reimbursed.

Assistant Tariff

Is there a maximum number of hours I can be online?
In the interest of safety, and to ensure Wheely partners do not carry out journeys when overtired, the ‘Wheely Driver’ application now tracks the amount of active hours each chauffeur does and cross references this against inactive hours to assess whether chauffeurs are taking adequate breaks.

For every 7 active hours online, a chauffeur is required to take a break of at least 6 consecutive hours.

You will receive a notification if you are approaching this limit.

Driving Hours

How can I swap between tariffs?
All vehicles have the option of working on the Assistant Tariff. Please see the <a href="https://wheely.com/en/faq-for-drivers/uk/2424651/4294765" target="_blank" class="intercom-content-link">Assistant tariff</a> for further information. 

If you have an S-Class, you have the option of also turning on the Business tariff. This means that passengers who request an E-Class journey will also have your vehicle as an option. 

Related Articles: <a href="https://wheely.com/en/faq-for-drivers/2424651/4294765" target="_blank" class="intercom-content-link">Assistant Tariff</a>

Tariffs

How do I add parking charges to the journey?
Before ending the trip:
<ol>
<li>
Tap on the “Parking” section in the app, take a picture of your car parking ticket and enter the cost. The passenger will receive a receipt that includes the photo so please make sure the amount you enter matches the photo.
</li>
<li>
When uploading parking tickets for a journey, please be sure to only upload the parking ticket for your current journey. Please do not upload the same parking ticket twice. 
</li>
</ol>

Parking Charges

What should I do if I require support?
Tap “Help” in the Chauffeur app to find the most frequently asked questions (FAQs) and the customer service chat. You should find the answers to most questions by either browsing or searching the FAQ articles. If you do not find the answer you are looking for, you may contact the Customer Service via our 24 hour in-app chat. 

What should I do if I need assistance on a journey?
If you need help during a journey, you should call the Customer Service directly - you will see the phone number in the Chauffeur app on your current journey screen.

Please refrain from contacting the team when you have a passenger in the car, especially when you are driving. Please only do so in an emergency.

What should I do if I would like to speak to the operations team?
You can email the London Operations team directly via: <a href="mailto:londonpartners@wheely.com" target="_blank" class="intercom-content-link">londonpartners@wheely.com</a>

Contacting the Customer Service Team

When collecting a passenger, what is the difference between the house and the person icon?

The house icon indicates an exact address chosen from the location catalogue. Please see below for an example of the Royal Albert Hall.
<div class="intercom-container"><img src="https://downloads.intercomcdn.com/i/o/503688931/26d8102c9a64f252a8cdead0/House+Pin.png"></div>The person icon indicated that the passenger has dropped a location pin on the map. Please see an example below

<div class="intercom-container"><img src="https://downloads.intercomcdn.com/i/o/503689766/6a16b35112694c3bfec39e51/Person+Pin.png"></div>

House Vs. Person Icon

When should I mark myself as ‘Arrived’?
You should mark yourself as arrived once you have arrived at the pick-up location, and are standing waiting for the passenger by the door (with an umbrella open, if it is raining/snowing). 

When should I press ‘Begin journey’?
Once you have greeted and seated the passenger, please select 'Begin journey.' 

During airport journeys please select 'begin journey' once you have greeted your passenger in arrivals.

When should I mark the journey as ‘Complete’?
Once the passenger has left the vehicle, and it is clear that the journey is finished, you should press the button to complete the journey.

Arrived, Begin Journey, Completed

What information will I be able to see on a journey?
You will always be able to see:
<ul>
<li>
The pick-up address
</li>
<li>
The date
</li>
<li>
The time of the pick-up 
</li>
<li>
The passenger’s first name
</li>
</ul>Passengers may give further information such as their drop-off address and flight number.

What is the comment section?
The comment section allows passengers to leave specific requests relating to their journey. You must read this section and check that you are able to adhere to their requirements. Please refer to the screenshot below to see an example of the comment section.

<div class="intercom-container"><img src="https://downloads.intercomcdn.com/i/o/511241557/2625dc22e857eaac24dc4b1e/Comment.png"></div>Please follow any specific pick-up instructions that they request. If they ask for a specific item and you are unable to adhere to this, such as a child seat, please immediately contact the Customer Service team.

Reservation Information

How do I download the Chauffeur App? To download the app, visit the <a href="https://apps.apple.com/gb/app/wheely/id380732645" target="_blank" class="intercom-content-link">App Store</a> (iPhone) or the <a href="https://play.google.com/store/apps/details?id=com.wheely.groundio" target="_blank" class="intercom-content-link">Play Store</a> (Android) and search for Wheely for Chauffeurs.

Downloading the Wheely Chauffeur App

Reservations and Wheely Chauffeur App

Аэропорт Внуково

Аэропорт Домодедово

Аэропорт Жуковский

Аэропорт Шереметьево

Между Внуково, Домодедово и Шереметьево

First

Центральные и южные районы города, Васильевский остров

Петроградская сторона и северные районы города

Другое местоположение

Аэропорт Пулково Санкт-Петербург

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Business

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Сочи

Красная Поляна

Адлер

Аэропорт Адлер

Mercedes-Benz E-Класс, оборудованный детским креслом Mercedes-Benz KidFix для детей от 3 до 12 лет