1. Pay attention to the door opening preferences for the journey in the app:

• ‘Always’ means that the passenger requires you to open their door (s) at the pick up and drop off.

• ‘Pick up’ means that the passenger only requires you to open the door at the pick up, but not at the drop off

  • Please note that if the passenger arrives with luggage then you are not to open the door for them but offer to assist with their luggage by saying “Good morning [name], please allow me to assist with your luggage”.

• ‘Drop off’ means that the passenger requires you to only open the door (s) at the drop off, but not at the pick up.

• ‘Never’ means that the passenger requires you to let them open the door (s) themselves at both pick up and drop off (however, luggage will need to be attended to if necessary).

  2. Park in a safe and convenient location for the passenger

  3. Do one final check of the vehicle and yourself
  4. Stand outside the vehicle at the pick-up point with alert posture (unless otherwise specified in the app)
  5. Press 'Confirm Arrival'

• For ASAP and Pre-Books: greet the passenger by their name, using the time of day:

  • e.g. ”Good morning”/”Good afternoon”/”Good evening [passenger name]”.

  • Avoid the following when greeting the passenger:

    • ”Are you [passenger name]?”

    • ”Can you confirm your name for me please?”

    • ”What is your name?”

• For Airport pickup/drop-off (ASAP or Meet & Greet): When the passenger approaches you, use the standard greeting, then proactively offer to take their luggage.

  • e.g. “Good Morning [passenger name], allow me to assist you with your luggage trolley/bags.”

  • Avoid the following when greeting the passenger:

    • “May I take your bags?”

    • “Do you need help with bags?”

    • “Let me grab your bags”

• For Airport pickup/drop-off (ASAP or Meet & Greet): Ask the passenger to follow you to your vehicle:

  • e.g. “Please follow me to your vehicle.”

• Confirm ETA and the Destination, e.g: “The journey to Mayfair will take approximately 20 minutes”

  • Use Google maps to guide you to their final destination.

  • If there are multiple common route options to the destination —such as “via the city or via the motorway” (e.g., M25) with time difference less than 5 minutes, confirm route option with the passenger, e.g: “The journey to Mayfair will take approximately 50 minutes. Please let me know if you prefer to go via the M25 or through the city.”

• If the destination does not appear on the app:

  • e.g. “Please let me know, where you would like to go [passenger name]?”

  • Avoid saying things like:

    • “Which way do you want to go?”

    • “Is there any specific way you got in mind?”

• Wheely App allows passengers to input their preferences in advance of a journey. This means that you do not need to confirm music or temperature preferences at the start of each journey, if they were specified in advance.

• If passenger has pre-selected preferences, inform them that the vehicle has been tailored to their preferences, allowing them to adjust if needed: e.g.: “The vehicle has been tailored according to your preferences. Please let me know if you would like anything adjusted.”

• If no preferences were set up for both — temperature and music (indicated as Check in the app), confirm them with the passenger and offer to adjust, e.g. : “Please let me know if you would like to adjust the temperature, listen to the radio or connect your device”.

  • If no preferences were set up for the temperature only (indicated as Check in the app), confirm it with the passenger, and offer to adjust, e.g “Please let me know if you would like me to adjust the temperature”.

    • Avoid saying things like:

      • ”Temperature alright for you?”

      • “Let me know if you’re too hot/cold”

  • The default temperature setting is between 20-22 degrees, using A/C to maintain a cycle of air in the vehicle to avoid any poor, stale smells. Radio should be off at the arrival and pre-set to Classic FM.

  • If no preferences were set up for the music only (indicated as Check in the app), confirm if a passenger wants to listen to the radio, or to connect their own device by saying “If you would like to listen to the radio, please let me know or feel free to connect your device”.

    • Avoid saying things like:

      • ”Do you want to listen to music?”

      • “Do you want any radio on or are you alright?”

      • “Do you mind if I listen to the radio?”

  • When arriving at the pickup location, please ensure that the radio is off. Should the passenger ask for the radio on, but not specify a station, please turn on Classic FM at low-medium volume (e.g. a 3 out of 10).

• You must easily be able to explain to passengers how to connect Bluetooth in case they ask, and you MUST know how to end that connection without leaving any of their synchronised data in your vehicle.

• If passenger selected Connect my device: The radio should be off and you should say “I see you’ve selected ‘Connect My Device’, please connect to MBUX XXX.”

• Always deactivate a device from the list after the journey.

  Go to Menu, select Phone, select the Device from the list and Deauthorize from your vehicle’s phone list, end with Confirm. Please ensure your vehicle software is updated to ensure your passengers' data is safe.

No. Please do not use this time as an opportunity to clean your vehicle or replenish items; this should be done prior to arriving at the pick up point.

It is important to make the passenger feel heard, respected and understood. Acknowledging passenger concerns shows empathy and understanding, and is essential to great communication and service.

• Be sure to acknowledge the impact of mistakes and errors. Acknowledging the issue will ensure the passenger feels supported and understood, and that their issue is being taken seriously.

  • “I am extremely sorry [passenger name], I understand this is frustrating / challenging / difficult.”

  • “I understand how frustrating this is [passenger name], I am going to do my best to ensure this is resolved.”

  • “I am sorry for the inconvenience this has caused, and I apologise that your expectations were not met on this occasion.”

  • I know exactly what you mean

  • I’m sorry you’ve had to deal with this

  • I completely understand your frustration

  • Thank you for letting me know about this

  • I appreciate you sharing this

  • I completely understand your frustration

    • Avoid saying things like:

      • “Sorry for the inconvenience.”

      • “Apologies for the trouble.”

      • “Sorry about that Sir/Ma’am.”

“I am truly sorry to hear that the service did not meet your expectations. I will escalate this to my colleagues in customer service who will be in touch to solve this issue. I really appreciate you bringing this to our attention.”

Wheely policy is that in case customer starts smoking or asking to smoke, you should offer to pull over first.

First response: “I see you would like to smoke, I am happy to pull over and wait while you have a cigarette.”

If customer wants to continue smoking in the vehicle, you should inform the customer about the cleaning fee and continue to drive.

Second response: “I appreciate that you would like to continue, however please note there will be an additional charge to clean the vehicle. Alternatively, I am happy to pull over and wait while you have a cigarette”

If customer continues smoking, you should continue driving and inform CS about the cleaning fee after the journey is finished.

If your passenger is asking you to speed: I’m in a hurry, can you go faster?

Avoid mentioning safety and speed limits when the passenger just asks to drive faster. Use the passenger’s name, to personalise the response.

First response: “Certainly, Emily”

In case customer insists on driving faster:

Second response: “I appreciate you are in a rush and I will ensure that I try to get you there as soon as possible, however your safety is my priority and I will follow the speed limit.”

• Avoid saying:

  • Unfortunately there are too many speed cameras to go any faster, but I’ll do my very best to get there as quickly and safely as possible.

  • I can see you are in hurry I will try my best to get to the destination as soon as possible but I will not break the speed limit.

The style of service that Wheely chauffeurs offer is discrete and un-intrusive. They are the “strong silent type” not giving personal opinions and only speak when spoken to.

• Avoid sharing personal opinions: sharing your personal opinion on a sensitive topic such as politics or religion, are quite clearly out of bounds. What you might not realise is that personal opinions on even the most innocent of subjects can be contentious. When asked your personal opinion on anything which may have the slightest chance of causing offence, always play 'angels advocate'. In other words, be the person who accepts others’ ideas. This doesn’t mean their ideas are right or you necessarily agree with them—this just means you accept they have those ideas. ‘Pass the ball’ with questions — deflect and change the subject if possible.

• Display interest where appropriate: if a passenger initiates a conversation, respond attentively and with genuine interest, without overstepping. A nod, smile, or short acknowledgment goes a long way in showing you are engaged.

• Express empathy when required: should a passenger mention a difficulty or challenge, a simple acknowledgment such as “I’m sorry to hear that” is enough. Keep it brief and professional while showing understanding.

• Use the passenger’s name to personalise the interaction: addressing the passenger by name creates a sense of respect and attentiveness. Use their name naturally, without overusing it.

• Do not use informal forms of address: Always remain professional by using “Sir, ” “Madam, ” or the passenger’s name. Avoid casual terms like “mate, ” “buddy, ” or “guys.”

• Display confidence: your demeanour should be calm, assured, and professional at all times. Confidence builds trust and reassures the passenger that they are in safe hands.

• Avoid slang or colloquialisms: Always use clear, professional, and standard language. Informal phrases may feel unprofessional or diminish the sense of luxury service.

• Respond if spoken to: any conversation that is unprompted could be perceived as annoying. As simple as ‘How’s your day going? ’ when you haven’t been asked first can be perceived as annoying. The golden rule is to let the passenger lead the conversation. This also applies if the passenger has earphones in. Ear phones in or being on the phone is a signal not to engage in conversation;

• Do not ask too many questions: asking questions about the route, traffic or where to park beyond the initial ‘preferred route statement’ can be perceived as annoying. The passenger may think this is your job- not mine.

• Do not provide unnecessary information: telling someone who lives in London about the city & sites might seem annoying. You don’t know who is in the back of your car so don’t provide any information unless prompted/ asked or its been established that they want to learn more.

• Avoid interrupting: interrupting is the number one most annoying conversation faux pas, the more you talk over people, the more annoying you will come off to them.

Once you are close to the destination, the app will remind you of the door preferences again — please follow them.

Complete the journey by asking the passenger: “May I assist you with anything else?”, thank them and bid a fond personalised farewell: “Thank you, have a good morning/afternoon/day/evening, [passenger’s name]”.