Contacting the Passenger
When can I contact the passenger?
There are only 4 situations where you should contact the passenger directly.
If you have found lost property immediately after the drop off with that journey and have not marked your journey as “complete”.
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 time of the reservation. If it is an ASAP journey, please contact the passenger once you’ve accepted the journey.
After 20 mins of waiting, a chat will open between you and the passenger, where you can check in with them directly. For example, you can send the following message:
“Good morning (name), I am your Wheely chauffeur. May I check if you would like me to continue waiting for you?”
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.
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.