What airports does Wheely serve?

  1. Gatwick

  2. Heathrow

  3. London City Airport

  4. Biggin Hill

  5. Farnborough

  6. Luton

  7. RAF Northolt

  8. Stansted

How do I meet a passenger with a name board?

If the passenger has provided their name, please write this on your Wheely name board and wait in the arrivals area. The system usually tracks flights automatically. If it doesn’t, please find the flight number in the comments section and track it

How do I meet a passenger who hasn’t provided a name?

If the passenger has not provided a name, please wait until the plane has landed. Once it has, please call the passenger and say 'Good morning/afternoon/evening, 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?

How do I meet a passenger without a flight name?

Please call the passenger 10 minutes before the pickup time.

Is my passengers luggage my responsibility?

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

What should I do if the flight is delayed?

If the passenger’s flight is delayed, please notify the Customer service team, who will update the booking details.

How long should I wait for a passenger and when do I need to tap No Show?

After 45 minutes, you will receive a template message to send to the passenger, please proofread this before sending. If you have not heard from the passenger 45 minutes after this time please get in contact with customer services.

Does the passenger receive 1hr free waiting time for journeys on the way to the airport as well as from the airport?

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.

How does the 1hr waiting time work?

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 and Greet, the waiting time will begin from the landing time of the flight

  • If there is no Meet and 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.

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, you will receive a push notification

How will I know when the flight lands?

You will receive a confirmation via a push notification.

How will the fare be calculated?

The fare for all journeys to and from Heathrow or Gatwick are calculated according to fixed fares to specific London postcodes. Further details of this pricing as well as fares to other airports can be found on the fares page.

For journeys that have an 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.

Drop off charges are automatic for the following airports:

  • Heathrow

  • Gatwick

  • Stansted

  • Luton

For all other airports, parking tickets must be added manually. See this page for more information on parking charges.

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