Airport access and conduct

Your chauffeur is the first person a guest meets after landing. Their conduct at the airport reflects on you and on Pickup.

Follow airport rules

Airports set their own rules on parking, waiting zones, permits and access. These are set by the airport authority, not by Pickup. You are responsible for knowing and following them, and for any fees or permits they require.

1. Check the current rules for each airport and terminal you serve.
2. Brief every chauffeur before their first airport trip.
3. Use only authorised parking and waiting areas.
4. Carry any passes or permits the airport requires.

Conduct

• Arrive before the pickup time and stay reachable in the app.
• Dress smartly and carry a clear name board for meet and greet.
• Wait for the booked guest only. Never approach or tout other travellers.
• Help with luggage and confirm the passenger count.
• Let the guest check that you, the car and the plate match the booking before moving off.

Identity and safety

• The guest sees your chauffeur's name, photo and plate the day before the trip. Only that chauffeur should arrive.
• Never ask the guest to share personal or payment details outside the app.
• If something feels wrong, move to a safe place and use the help icon on the booking. Emergency? Call 112.

Handling problems

If you are refused access, held up at a checkpoint or the guest cannot find your chauffeur, message the guest in the app at once. Record what happened in the conversation. This helps if a dispute arises later. See How disputes are resolved.

See also Offering airport pickups and the Operator Standards.