Heathrow Pickups
There seems to be an issue with some drivers regarding procedures used in the Call
Centre when taking bookings for pick-ups at Heathrow Airport. Drivers are under the
impression that when no immediate contact is made, or the client does not show, the Call
Centre is immediately at fault.
I have said, try and get as many passengers as possible to meet their driver at the Taxi Information Desk. They are aware of the
meeting lounge that is clearly sign posted, constantly manned and allow us a parking spaces immediately outside the terminal, there will always be problems, through no fault of our own, when picking up from the airport. So for the immediate future, if you have difficulty meeting your passengers or if you are not happy with the instructions you have been given, please remember this. We only pass on the customer's instructions, if they chose to ignore our recommendations then there is not much more we can do.
Further Information for Sid Nathan
In a recent letter to Mailshot, Sid Nathan (K88) asked for more information on the clients
exact pick-up point to be given when the trip is offered ie nearest junction or which end
of a long road etc. I have spoken with Tom Carter regarding additional information being
given with trip offers, but he has informed me that with having only four lines of
information on the screen, it is just not possible. However, you will be pleased to know
that the new terminals will have a ten line display - which is just what he requires to
make the improvement! So Sid and anyone else interested in the upgrade, be just a little
more patient. It is going to happen...
Driver's Line Telephone Number
Because of the number of drivers who like to telephone into the Controllers office, there
is a direct telephone number for you to use. 0171 426 3411. You will find it is speedier
to use than the administration and cash line numbers.
Keith Cain
The flight details are less of a problem now that the Call Centre has a direct link to the flight arrival information at the airport. Having such accurate information enables us to control when we send cabs in. This service can save clients a considerable amount of money by removing unnecessary waiting time and is one that I believe our competitors cannot offer at this time. It also stops the driver wasting his/her time.
The majority of our problems arise when the person ordering the cab is not the passenger. Staff, as effort that was made to install this facility, but they have no control as to whether or not the
The office is quite often manned by security, but they are rarely told what to do in the event that we cannot make contact. Occasionally there is nobody at the office and on such occasions, the controller will have to make the decision as to what we do with the driver.
Experience tells us that no matter what instructions or arrangements are made, passengers will do what ever they want to do once they pass through customs!
Until such time as the airport supply all the radio circuits with a
