1. Identify the flight and the local date.
Collect the airline and flight number, travel date, arrival airport and terminal if known. Check that the date refers to arrival at the destination, especially for overnight flights.
Keep scheduled arrival, estimated arrival and your planned pickup as separate fields. The passenger still needs time for immigration, luggage and reaching the meeting point. Agree the pickup plan using your operating policy rather than treating touchdown as passenger readiness.
- Verify flight number, arrival date and airport.
- Record the planned pickup in the correct local time.
- Check the return journey separately.
2. Count people, bags and practical needs.
A passenger count alone cannot determine the vehicle. Ask for large cases, cabin bags and bulky items, then check the capacity of the actual vehicle class you plan to offer.
Record child-seat, accessibility or assistance needs clearly and confirm whether you can provide the requested service. Avoid converting an unanswered question into a zero or a default assumption.
- Collect passenger names and a usable contact.
- Count large and cabin bags separately.
- Confirm special requirements before accepting the work.
3. Write the meeting point in human language.
Airport names and map pins are useful, but passengers and drivers need a place they can recognise. Add the terminal, exit, meeting area and any name-board instruction.
For a hotel or business destination, include the full address and entrance where relevant. If there are intermediate stops, include their order and expected stay, rather than hiding them in a long note.
- State the terminal and exact meeting point.
- Agree the greeting sign or contact method.
- Verify the destination and every intermediate stop.
4. Explain what the quote includes.
Make the vehicle or service class, total, currency and relevant extras clear. State your waiting, parking and change terms in the customer-facing offer rather than relying on what the dispatcher remembers.
If a deposit or online payment is required, show the customer the next step and verify the resulting payment state. Quote acceptance, booking confirmation and payment are related but distinct events.
- Review the rate breakdown and included service.
- Confirm any waiting or parking treatment.
- Check the accepted quote and payment status independently.
5. Check the handover before the journey.
Assign the driver and vehicle, or complete the partner award and crew confirmation. Check that the people delivering the service have the latest pickup plan.
If the flight changes, review the effect on coverage and the customer’s instructions. Keep the original source and the decision together so the next dispatcher can understand why the plan changed.
- Confirm the named driver and vehicle.
- Check that the driver has the meeting instruction.
- Review flight updates without silently rewriting the pickup plan.