FAQ & Help/Service standards/

Airport Journeys

1. Gatwick

2. Heathrow

3. London City Airport

4. Biggin Hill

5. Farnborough

6. Luton

7. RAF Northolt

8. Stansted

Passengers may select a journey with a name board. Track flight via the in-app flight tracker and/or confirm details via Google.

You will see details of the name board in your app — please copy the spelling exactly the same. Name board details will be always available in the app. Simply click on “Meet & Greet” and the details will always be there for your review. Do not write the flight number on the name board.

Name board Guidelines:

• Ensure the name board is spotless with no trace of previous name

• Use lower and upper case letters

• Use thin and thick sides of a marker

• Name should be centred in one line

• Keep white spaces

• Make sure you are visible for the passenger

• Mind your body language when holding the name board

  

If the passenger did not choose Meet& Greet option but you have a flight number, please track it and wait until the plane has landed. Once it has, please contact the passenger in chat with the following message: ‘Dear [NAME], I am your Wheely chauffeur. I’m waiting for you nearby. Please let me know when you’re ready and I’ll meet you in the convenient location and escort you to the vehicle.’

Track flight via the in-app flight tracker and/or confirm details via Google.

Please contact the passenger in chat 10 minutes before the pickup time. You may use the following message: 'Dear [NAME], I am your Wheely chauffeur. I’m waiting for you nearby. Please let me know when you’re ready and I’ll meet you in the convenient location and escort you to the vehicle.’

• Unless you are specifically instructed not to, you are expected to take care of your passengers luggage.

• You may use the following phrase when greeting the passenger and offering assistance with luggage: ‘Good afternoon, Emily, I am your Wheely Chauffeur. Please allow me to assist you with your luggage and escort you to the vehicle’

• Please ensure you use a trolley if there is a lot of luggage.

• Once at the vehicle, please sit your passenger down in the vehicle first before loading the luggage in the boot.

• Always keep bags in your line of sight never leave bags unattended

• Car should be in Safe Mode

• Follow Close — Lock — Unlock procedure

• Never leave the boot unlocked

• If there is too much luggage, try to accommodate as long as it’s safe to do so. If not kindly offer the customer to wait in the vehicle while you can contact Customer Service for further assistance.

If the passenger’s flight is delayed, you will receive the update in the app. If you have questions about delay, please contact Customer Service team.

For more accurate tracking, you will now be able to mark yourself as “Parked” once you’re on the terminal grounds and then change the status to “I’m in Arrivals” once you are at the Meet& Greet location.

Airport Journeys include 1 hour of free time for the customer. Waiting for more than 60 minutes is charged separately at the standard fare for each additional minute.

• After 45 minutes from the gate arrival (or from the time pick up time, if the journey is without the flight number), a live-chat with a passenger will appear; please proofread it before sending.

“Dear [NAME], I am your Wheely chauffeur. I have arrived and will be waiting until you’re ready.”

• After 90 minutes, a button to contact Customer Service will appear with a live-chat as well — send it for further assistance.

Yes, the passenger does. It is less likely to happen on a journey to the airport, as the passenger will want to be on time for their departure.

There are two different preferences that impact the start time of the 1hr waiting time at airports during airport and train station pick-ups:

• If a passenger has requested a Meet& Greet, the waiting time will begin from the gate arrival, which you will see in your app.

• If there is no Meet& Greet requested, the waiting time will begin from the reservation time.

• For journeys that are airport drop-offs, the waiting time will begin at the reservation time.

You will receive notification about flight updates. Look for the new “Flight is expected at...” headline on the active journey screen.

The time of arrival in your active journey screen will remain updated with the latest information. Should the ETA change, you will receive a push notification.

To give you a clearer sense of whether you’re making good time, you will soon be able to see the original arrival time estimate when you started your journey (in crossed-out numbers) next to the updated information.

You will receive a confirmation via a push notification on the app.

The fare for all journeys to and from the serviced airports are calculated according to fixed fares, if a journey is from / to specific London postcodes, otherwise it’s calculated based on the Standard Fare. Further details of this pricing can be found on the fares page.

For journeys that have additional stops of greater than 15 mins, this will automatically be registered, and the journey will then be calculated instead according to the standard fare.

Please note:

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.