Drivers Training

Passenger Communication

Initial Contact
Upon accepting a ride, promptly reach out to the passenger via SMS or WhatsApp with one of these messages:

Meet & Greet:
“Hi, this is XXXX from Metro Airport Cab, confirming your booking XXXX. Your pick-up is scheduled for 8:00 AM on November 28. Your flight XXXX will arrive at Metro Airport. I’ll meet you at the arrival hall with the sign you requested. Please have your confirmation voucher ready. Feel free to reach out if needed. Thank you for choosing Metro Airport Cab.”

Airport Pick-Up:
“Hi, this is XXXX from Metro Airport Cab regarding your booking XXXX. Your scheduled pick-up is at 8:00 AM on November 28. Your flight XXXX is arriving at Metro Airport. Please confirm this information with me. Feel free to contact me if you have any questions. Thank you for choosing Metro Airport Cab.”

Other Services:
“Hi, this is XXXX from Metro Airport Cab. I’m confirming your booking XXXX for a pick-up at 8:00 AM on December 24 at 123 Main St, Anytown, USA. Please confirm this with me. If you have any questions, don’t hesitate to reach out. Thank you for choosing Metro Airport Cab.”

At Pick-Up Time
As the pick-up time approaches, let the passenger know you’re on your way. If they aren’t at the meeting point on time, call them halfway through the waiting period and again if the wait time ends without their arrival.

Communication Issues
If you cannot reach the passenger due to incorrect contact details or other problems, please contact Metro Airport Cab’s local Customer Service for further assistance (810) 225-0067

Drop-off Protocol

Assist the Passenger: Open the car door and help with luggage.
No Tips: All costs are included in the fare. Do not ask for or accept tips.
Customer Farewell: Always say goodbye, ensuring the customer is satisfied with the service.
Final Check: Before leaving, inspect the vehicle to ensure the passenger has taken all belongings.

1. Ensuring a smooth drop-off is just as important as the pickup. As you approach the passenger’s destination, confirm the exact drop-off location with them. This helps avoid any confusion and ensures the passenger is dropped off at the most convenient spot.

2. Safety is paramount during drop-off. Always choose a safe location to stop, avoiding busy streets or areas with heavy traffic. If necessary, pull over to a designated drop-off zone or a safe spot where the passenger can exit the vehicle comfortably.

3. Offer assistance with the passenger’s luggage or any belongings they may have. A simple gesture of helping with bags can leave a lasting positive impression and enhance the overall experience.

4. Before the passenger exits the vehicle, take a moment to thank them for choosing Metro Airport Cab. A polite and friendly farewell, along with a reminder to rate your service, can encourage positive feedback and future business.

5. After the passenger has exited the vehicle, ensure they are safely on their way before driving off. Take a quick look around to make sure they haven’t forgotten any belongings in the car. If you do find something left behind, promptly report it to your supervisor.

Track a Flight

Find the flight number in the booking details on the web platform.
Use Google Flights to track and monitor flight statuses.
Search for the flight using Google Flights and check its status.
Enter the flight number in the search bar.
Make sure you select the correct date for the flight.
Track the flight’s real-time arrival, including scheduled and actual departure and landing times.
You can also Google the flight number to see its schedule and real-time updates.

1. Keeping track of your passenger’s flight status is essential for providing timely service. Before heading to the airport, check the real-time status of the flight, including any delays, cancellations, or changes in the arrival gate.

2. Utilize flight tracking apps or websites that provide up-to-date information on flights. These tools can help you monitor the flight’s progress and adjust your timing accordingly, ensuring that you arrive at the airport at the right time.

3. If the flight is delayed, communicate with the passenger to let them know that you are aware of the situation and will adjust your arrival time. This reassures the passenger that you are prepared and attentive to their needs.

4. In the case of significant delays or cancellations, coordinate with your dispatch team to manage your schedule effectively. This may involve reassigning other rides or adjusting your route to minimize downtime and maximize efficiency.

5. Arriving at the airport at the right time is crucial. If you arrive too early, you may have to wait longer, and if you arrive too late, the passenger may be left waiting. By staying informed about the flight status, you can ensure a timely and seamless pickup experience.

Waiting time

 Airport Pick up [Meet & Greet]

30-45 minutes

Drivers will wait up to 30 minutes for all domestic flights and 45 minutes for international flights at the baggage claim area, free of charge.

 Airport Pick up [Curbside Pickup]

Drivers will wait up to 45 minutes for all domestic flights and 60 minutes for international flights at the baggage claim area, free of charge.

“No Show” Passenger:

When you face a “No Show” event?
If a passenger doesn’t show up within the waiting time after the booking, and you’ve confirmed the flight has landed (if applicable), contact the local Customer Center at 810-225-0067 or email info@metroairport.cab.

Make sure you’ve done everything to reach the passenger and have proof to show you were there on time.

Gather Evidence:

• GPS: Capture a screenshot with the current time.
• Call Logs: Screenshot your call history.
• Messages: Screenshot SMS/WhatsApp interactions.
• Selfie: If meet and greet, take a selfie with the sign inside the airport, preferably with a visible clock.

Important: Submit this evidence within 72 hours after the scheduled service time through the web platform, or email it to info@metroairport.cab.

Complaints:

Concerns About the Ride:
If you have any concerns, contact Metro Airport Cab’s local Customer Service at 810-225-0067 or email info@metroairport.cab.

Excess Luggage:
If the client brings more luggage than booked and it doesn’t fit in the car, take a photo of the luggage and contact Customer Service.

Late Pickup:
Capture GPS data with time and location (arrival and departure). Ensure the registered mobile device is used for navigation.

Wrong Vehicle:
Provide two images of the car (inside and outside) and include the car type and year.

Driver No-Show:
Submit GPS, message, and call screenshots. A penalty of 200% applies. Drivers must be vigilant and respond promptly to any service-related emails.

Driver Behaviour:

• Professional Appearance: Always dress professionally, offer bottled water, and provide WiFi if possible.
• Luggage Space: Keep the luggage compartment clear to accommodate passengers’ belongings.
• Vehicle Standards: Ensure the car is clean, comfortable, and meets the passenger’s specific vehicle request.
• No Smoking: Avoid smoking in the car before a service.
• Passenger Courtesy: Open the door for the passenger.
• Ride Comfort: Ask about music preferences and adjust the temperature for comfort.
• ETA Communication: Inform the passenger of the estimated arrival time, considering traffic.
• Change Requests: Contact Customer Service for any changes within 24 hours, such as destination changes or extra stops.
• Focus: Always avoid distractions during the ride.

Service Case:

Case #1: Flight on Time

• Flight scheduled to arrive at 2:00 p.m., with pickup at 2:30 p.m.
• Confirm the flight’s status online and adjust the pickup time if needed.
• Arrive by 2:30 p.m. and wait until 3:30 p.m. (60 minutes of complimentary waiting).
• If the guest doesn’t arrive by 3:30 p.m. and is unreachable, contact local customer service to confirm a no-show.

Case #2: Flight Delay

• Flight scheduled for 3:00 p.m., with pickup at 3:15 p.m.
• Check online for delays; if the flight is delayed by 45 minutes, the new pickup time is 4:00 p.m.
• Arrive by 4:00 p.m. and wait until 5:00 p.m.
• If the guest doesn’t arrive by 5:00 p.m. and is unreachable, contact local customer service to confirm a no-show.

Extra Information: You may encounter special requirements for certain rides. Make sure you can fulfill these requests, such as providing a baby seat. Be sure you can meet the service requirements before accepting the booking.

Presenting official papers & payment

Presenting Official Papers:
After registering as a driver, you’ll need to submit your driver’s license and car insurance policy. Once your training is complete, and you’ve passed the required assessments, you’ll be ready to start providing services.

Payment:

How?
Once registered, the company will reach out to collect your bank account details via email or through the contact information you provided.

Frequency
Payments are processed weekly. If you prefer monthly payments, arrangements can be made by contacting the accounting team at info@metroairport.cab.

Concerns
If you don’t receive payment within a week, please reach out to us at info@metroairport.cab. Include the ride ID in your email for any payment-related issues.