Meet with a name-board
If the passenger has requested “Meet with a name-board”, please follow the airport procedure based on the terminal.
Dubai International Airport (DXB) – Terminals 1 and 2 and Al Maktoum International Airport (DWC):
Please wait in the Arrivals area with your Wheely-branded name-board only. Check the journey comments to see how the passenger would like to be addressed.Dubai International Airport (DXB) – Terminal 3:
Please proceed to the Greet & Go desk and follow the airport meet-and-greet procedure.
Always ensure the name-board is clearly visible and maintain professional posture while waiting for the passenger.
The system can track flights automatically. In this case, you don’t need to track it.
Be in Arrivals by the time the plane lands. Many passengers travel lightly and can be out as soon as five minutes after landing.
Meet the passenger with a Wheely-branded name-board displaying the correct name.
Help passengers with any luggage they might have.
Meet without a name-board: flight number known
If the flight isn’t tracked automatically, find the flight number in the Comments section and track the flight’s arrival to avoid any issues with delayed flights and extended waiting times.
When the plane has landed, call the passenger as follows:
Good morning/afternoon/evening (passengers name), this is (your name), your Wheely chauffeur. I can meet you with a name-board in the arrivals area, or would you prefer me to pick you up somewhere else?
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
Luggage
Unless you are specifically told not to, you are expected to take care of the passenger luggage. If there is a lot of luggage, please ensure you are using a trolley
Sit the passengers down in your vehicle first and only then load the luggage
Always load the luggage yourself to avoid the risk of a passenger damaging your vehicle
Flight Delays
If the passenger’s flight 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.
How will I know that the flight is being tracked?
Look for the new “Flight is expected at…” headline on the active order screen.
How will I know if the flight is early or delayed?
The time of arrival in your active order screen will remain updated with the latest information. Should the ETA change, a push notification will let you know.
How will I know when the flight lands?
You will receive a confirmation via a push notification.
How long should I wait for a passenger - and when do I need to tap ‘No Show’?
The button appears 90 minutes after the flight lands. Only tap the button after you have contacted the passenger. If you cannot reach the passenger, please call the support team.
Do I need to contact a support agent in case of flight delay?
No, all flights are tracked automatically so support will be aware of any delays. Please only call a support agent in cases where a delayed flight hasn’t been tracked. Support will manually update the pickup time.