london

paris

dubai

moscow

sochi

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

Will I get rewarded if a passenger leaves a positive comment about my service?
Yes. If a passenger has left positive feedback about their journey with you, you will receive a courtesy call from one of our Chauffeur trainers.

What if a passenger leaves negative feedback?
If a passenger has left negative feedback about their journey, this feedback will be investigated. You may receive a call from our quality control team to gain further information, which will be considered before any actions are taken. This may be a diamond deduction, or for more serious offences, waitlisting from the platform.

Will I be quality checked?
Our quality team conduct random quality checks to ensure that both you and your vehicle are compliant with Wheely Standards. These checks can be done in-person or remotely. If you are checked and fulfil all of the requirements, then you will be rewarded with diamonds. However, if you are not compliant with the standards, the quality control team may waitlist your account until the standards are met.

Quality Process

What should I do if the passenger has too much luggage?
If the passenger has too much luggage that you cannot safely fit in the boot of your vehicle, please contact the Customer Service team as soon as possible, and send them a picture of the luggage. The Customer Service team will then contact the passenger directly.

Can I transport luggage in the passenger or front section of the vehicle?
No. In line with TfL ruling, you may not carry luggage in the passenger or front section of your vehicle.

Luggage

<h2 id="h_45af120f9e">CLEANING</h2>
What should I do if the passenger has soiled my vehicle?
Once you have completed the journey, please go offline and immediately contact the Customer Service team with images. You will need to give details of the incident and provide receipts for cleaning within 24 hours.

Please note, you should not be completing any journeys on the Wheely platform until your vehicle is clean. If you do, this might result in compensation not being paid out to you.

When contacting Customer Services, please provide:
<ul>
<li>
Journey number
</li>
<li>
Date 
</li>
<li>
Time
</li>
<li>
Photos 
</li>
</ul>
How do I receive payment for the cleaning service?
You will be reimbursed the cleaning fee within 2 working days, given you have contacted Customer Services and submitted receipts within 24 hours. 

Please note that failure to contact Customer Services within 24 hours may affect your reimbursement.

Is there a cap on cleaning fees?
Yes, there is a cap of £75 for cleaning fees.

Will my account be waitlisted?
If your vehicle has been soiled t will be waitlisted as it is not showroom standard. Please use the time offline to provide photos and a receipt within 24 hours and we will make the process as swift as possible.

<h2 id="h_6a7140c94e">DAMAGE</h2>
What should I do if a passenger has damaged my vehicle?
Once you have completed the journey, please go offline and immediately contact the Customer Service team with details of the damage, including:
<ul>
<li>
Journey number
</li>
<li>
Date
</li>
<li>
Time 
</li>
<li>
Photos
</li>
</ul>The above need to be provided within 24hrs.

Please note, you should not be completing any journeys on the Wheely platform until your vehicle is repaired.

Will I be compensated for the damage?
Once you’ve contacted Customer Services with the details of the damage, the Customer Service team will reach out to the passenger informing them of the damage. 

If the passenger accepts responsibility, please provide a receipt of the repair within 48hrs of confirmation from Customer Services. 

If the passenger does not accept responsibility for the damage, or the damage is significant (e.g. dents to the vehicle bodywork), you will need to claim on your insurance. 

Will my account be waitlisted?
If your vehicle has been damaged, it will be waitlisted whilst it’s being repaired. 

When we confirm (either by a visit to Wheely London Academy or through receipt of photos) that the damage has been repaired, your vehicle will be reactivated.

Cleaning and damage

What should I do if I’ve had an accident and someone is injured?
If you or a passenger are severely injured and require emergency assistance, please immediately call 999. 

What should I do if I've had an accident and both my passenger and I are safe?
<ol>
<li>
Immediately contact the Customer Service team and tell them your and your passenger’s condition, your location and the details of the incident. The Customer Service team will remove from you the current journey and will temporarily waitlist your vehicle. They will also send another vehicle for your passenger
</li>
<li>
Take pictures of the accident and send them to the Customer Service team.
</li>
<li>
Call the police to register the accident, if necessary.
</li>
</ol>

Accidents

How do I prevent passengers from leaving items in my vehicle?
When opening the door for the passenger to leave you should always check the interior of the car in case they have left anything.

What should I do if a passenger leaves an item behind?
If you have just left the passenger, please try to contact them straight away to return the item.

If you find an item in your vehicle later on in the day, please immediately contact the Customer Service team, and they will advise you on the next steps depending on the situation.

Lost and Found

I have been waiting for the passenger for a while, what should I do?
If you have been waiting for the passenger for 20 minutes, the no-show button will appear. Before pressing this button, please attempt to contact the passenger:
<ul>
<li>
'Good morning/afternoon/evening Sir/Madam. My name is [insert name], I am your Wheely Chauffeur today. I just wanted to let you know that I am outside waiting for you whenever you are ready.'
</li>
<li>
Following their response, please say 'Thank you, see you soon.'
</li>
</ul>If you are unable to contact the passenger, please contact the Customer Service team and they will advise you on the best course of action.

What if I am at the airport?
Please follow the same procedure as above. However, please wait 90 minutes before contacting the passenger or Customer Service team.

No-Show

Issues during the journey

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

Доверьте свой автомобиль профессиональному водителю

Трезвый водитель

Business

Mercedes-Benz E-Класс, BMW 7 серии

Сочи

Красная Поляна

Адлер

Аэропорт Адлер

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