FAQ & Help/Reservations and Wheely Chauffeur App/

Airport Queue Zone

How do I join the Queue?

The Heathrow Airport Queue zone is shown below. This will also be visible in your Chauffeur app as a blue zone. When you enter the queue zone, you will see the number of chauffeurs ahead of you for all service classes you qualify for. This gives you an idea of how long you may be waiting for the next incoming request.

How does the Airport Queue work?

• When you enter the area above, you’ll be placed in the virtual queue for all active service classes you qualify for.

• The queue operates in a FIFO (First-In First-Out) system, i.e. a chauffeur who has been waiting the longest will receive the next booking request. This is to ensure fair allocation for all chauffeurs.

• As chauffeurs ahead of you accept journeys, your position in the queue will go up. Once you are at the front of the queue, the next booking request shall be first offered to you.

• Chauffeurs with Wheely drop-offs are automatically added to the back of the queue after finishing the journey. This ensures everyone gets a fair chance to pick up a ride, adhering to the FIFO system.

Where shall I wait?

• There is a dedicated area for private hire vehicles to park and wait at Heathrow known as the Authorised Vehicle Area (AVA) located on the Northern Perimeter Road.

• This is open from 05:00 — 23:45 daily and will cost £1 per hour. We recommend that you wait there to ensure the best pick-up times for our passengers.

• You may wait anywhere within this zone without affecting your place in the queue.

What kind of requests could I receive while in the queue?

• ASAP jobs for airport pickups.

• Requests for pickups outside the airport — can be both ASAPs or Prebooks.

• Prebook requests for flights with an arrival time in the next 30 minutes.

Please note, by default all chauffeurs will now be eligible to receive City orders when waiting in the queue.

How does the queue work if I drive in two different classes?

If you are available for different classes, such as Business and First, you will see your place in the queue for each class. You will be allocated the next available journey, whichever class that may be.
Please note, that you can enable/ disable any classes in the queue only from the Profile section. Adjusting these classes is only possible if you are offline. However, anytime you go offline while in the queue, you will be removed from all their active queues. Therefore, we strongly recommend to enable/ disable all classes before entering the airport queue zone.

What do I do after accepting a job through the Queue?

• Once you accept a job, proceed to the designated pick-up area at the assigned terminal as instructed by the app.

• If the journey is also a Meet & Greet, please ensure the name board is prepared accordingly to receive the passenger in the Arrivals section.

• Monitor the app for any updates from the passenger.

• Maintain clear communication with the passenger regarding your arrival time.

What happens if I reject or time out on an offer?

• Rejecting or missing a job will move you to the back of all queues you are enrolled in.

• Make sure to respond promptly to avoid losing your spot.

• Please note excessive rejections or missed jobs may impact your access to future queue placements.

What if a passenger cancels after I’ve accepted their request?

If a passenger cancels after you’ve accepted their ride request, you will be returned to the front of the queue. This way, you won’t lose your place due to a cancellation that’s out of your control.

Can I join the queue if I’ve an upcoming prebook?

No, chauffeurs with an upcoming prebook pickup in the next 3 hours are unable to join the queue. Any chauffeurs active in the queue may also be removed for this reason.

How else could I lose my position in the queue?

You may lose your place for any of the following reasons:

• Leaving the queue zone

• Tapping the ‘Leave queue’ button

• Going offline

• Ongoing geolocation issues

• Internet connectivity issues

You will have 5 minutes to return before you lose your place in the queue in case you leaves the queue zone, experience geolocation or connectivity issues.

I’m at the front of the queue, but another chauffeur was offered the request before me. Why?

• The request is for a different class that you either don’t qualify for or haven’t enabled.

• The request is for a Black Car only in which case your vehicle may have been excluded.

• The request is for a City order, i.e. journey with a pickup outside the airport

I was in the queue, but my position moved back (for example, from 5 to 6). Why did this happen?

• Your position in the queue may change if a chauffeur at the front of the queue has their trip canceled by a passenger after it was accepted. According to our policy, when this occurs, the affected chauffeur is returned to the top of the queue, which can cause other chauffeurs to move down in position.

Additional Tips:

• We recommend staying close to your phone while waiting in the queue to ensure timely response to job offers.

• Keep your phone on loud with notifications enabled.

• If you leave the set waiting area and don’t return within the timeframe suggested on the app, you will lose your spot in the queue.