Staying Put: Uber's Airport Strategy For Drivers

Uber drivers often face challenges when navigating airport pickups and drop-offs due to the complex nature of airports. Losing one's position in the airport queue can be frustrating and impact earnings. This issue is usually caused by a poor internet signal or the phone's operating system, which may force close the app if it requires more memory. To avoid losing your place in the queue, ensure a stable internet connection and be aware of your local airport's rules and regulations. These regulations vary across cities, so checking the Uber airport information page or visiting a Greenlight Hub can provide valuable insights. Additionally, the app will guide you to designated pickup locations, and riders can be identified by asking for their names. Being proactive and informed about airport-specific procedures will help Uber drivers maintain their position and efficiently serve riders at airports.

Know the airport rules and regulations

Knowing the rules and regulations of the airport you're driving in is crucial to providing a smooth and efficient service as an Uber driver. Airport rules and procedures can vary from city to city, so it's important to be informed and prepared. Here are some key points to keep in mind:

• Understand the Basics and Get Information in Advance: Airports can be complex, so familiarise yourself with the layout, signage, and general procedures. Check the Uber website, app, or your local Greenlight Hub for specific information about your airport. Knowing the basics will make you more confident and efficient during pickups and drop-offs.
• Permits and Placards: Some airports may require special permits or placards for drivers. Check with Uber in advance to see if you need any additional authorisation to operate within the airport premises. This will ensure you don't face any issues or delays when picking up or dropping off riders.
• Pickup and Drop-off Locations: Airports usually have designated pickup and drop-off locations. The Uber app will guide you to these locations, but it's helpful to be familiar with the airport layout. At some airports, you may need to wait in a designated area before receiving a trip request and then proceed to the specified pickup point.
• Luggage Handling: Most riders travelling to or from the airport will have luggage. Be prepared to assist riders with their luggage and ensure your trunk has sufficient space. Ask riders about their luggage in advance to manage trunk space effectively, especially if you have multiple riders.
• Rider Identification: Airports are crowded places, and it can be challenging to find your rider. Ask for their name or confirm their identity by asking, "Are you [rider's name]?" This ensures you connect with the right person and provides a personalised experience.
• Waiting Lot and Virtual Queue: At busy airports, you may need to wait in a designated Rideshare Hold Lot for trip requests. Your position in the virtual queue is not affected by your location within the lot. The Uber driver app will show you your position in the queue and how many partners are ahead of you.
• Airport Surcharges: Airport surcharges are included in the price riders see when they request a ride. These additional fees are charged to the rider and paid to the airport by Uber. It's essential to understand these charges to provide accurate information to riders if needed.

Remember, each airport may have unique regulations, so always refer to the specific guidelines provided by Uber and the airport authorities for the location you're driving in. Being informed about the rules and regulations will help you provide a seamless and professional service to your riders.

Understand the differences between airport and standard pickups

Uber offers rides to and from over 700 airports worldwide. However, there are some differences between airport and standard pickups. Here are the key differences to understand:

Scheduling

Unlike standard pickups, airport pickups can be scheduled in advance. This can be done up to 90 days ahead of time, and the price can be locked in at the time of scheduling. If plans change, the reservation can be cancelled for free up to one hour before the scheduled pickup.

Pricing

The cost of an airport trip depends on several factors, including the type of ride requested, tolls, the length/duration of the trip, and current demand. Airport surcharges are included in the price and are charged to the rider, who Uber then pays to the airport.

Luggage

Most riders travelling to or from an airport will have luggage. The luggage capacity depends on the vehicle model and the number of passengers. For example, an UberX ride can usually accommodate 2 suitcases, while an UberXL ride can hold 3 suitcases.

Pickup and Dropoff Locations

Airports often have designated waiting lots or areas for drivers to receive trip requests. The app will guide drivers to specific pickup points to locate their riders. Dropoffs usually occur at the desired terminal on the departures level. Signage at the airport will indicate the designated dropoff points by airline.

Wait Times and Fees

Different ride options have different grace periods before late fees apply. For UberX, Uber Comfort, and UberXL rides, drivers should meet their riders within 2 minutes of arrival to avoid wait-time fees. For Uber Black, Uber Black SUV, Uber Premier, and Uber Premier SUV rides, the grace period is 5 minutes. Riders with disabilities can request a wait-time fee waiver.

Airport-Specific Rules and Regulations

Airport rules and operating procedures vary from city to city. Some airports may require drivers to have a special permit or placard, and pickup locations may differ from standard meeting points. It is important for drivers to familiarise themselves with the regulations of their local airport to ensure compliance.

Understanding these differences can help ensure a smooth experience for both drivers and riders when navigating airport pickups and drop-offs.

Be aware of the designated waiting areas and your position in the queue

When you arrive at the airport, follow the signs to the Rideshare Hold Lot to enter the queue for a trip request. This is a designated waiting area for drivers to wait for trip requests from riders leaving the airport.

The Uber Driver app will show you your position in the queue and how many other drivers are ahead of you. Your location within the waiting lot does not affect your position in the virtual queue.

If you are a New Jersey partner, you will be given the next trip request to New Jersey when it is your turn. The same goes for New York City partners.

It's important to note that idling in the terminal area can result in a fine or citation. If you are in the terminal and don't receive a request after a few moments, move to the Rideshare Hold Lot to wait for a pickup request.

Additionally, make sure to check if your local airport requires a special permit or placard for rideshare drivers. This information can be found on the Uber airport information page or by visiting a Greenlight Hub.

Check if you need a special permit or placard

Uber drivers need to be aware of the specific rules and regulations of each airport they operate in. Airports can be complicated, and it is important to be prepared for your first pickup or drop-off. One of the key things to check is whether you need a special permit or placard to operate at the airport.

Firstly, it is important to note that airport rules and operating procedures can differ from city to city. So, it is always worth checking the Uber airport information page and the airport's own website for specific details about permits and placards. Uber drivers are required to display an airport placard to perform trips at some airports. For example, SFO, SMF, and LAX airports all require drivers to display a unique airport placard. Failure to do so may result in a citation or restriction of access to airport trips.

In addition to placards, some airports may require additional permits or certifications. For instance, LAX airport requires drivers to pass an online lesson and quiz before receiving an LAX permit. Similarly, TNC, or Transportation Network Company, is a state-level certification that may be required for some airports. This certification indicates that a driver has the necessary licensing and insurance to operate a car service from an online platform or application. It is usually issued by Uber during the onboarding process and must be carried in the car at all times.

It is important to remember that not having the required permits or placards can result in citations or fines from airport officials. Therefore, Uber drivers should always check and ensure they have the necessary documentation before arriving at the airport.

Utilise the re-match feature to avoid the Rideshare Hold Lot

The re-match feature is a great way for Uber partners to avoid the Rideshare Hold Lot and secure a pickup request after completing a drop-off at the airport. This feature is available at select airports, such as EWR and PHX, and can enhance the overall airport experience for both drivers and riders.

To qualify for re-match, partners must first complete an airport drop-off. The re-match feature then allows partners to receive a pickup request without having to go to the Rideshare Hold Lot or Staging Lot. This can significantly reduce wait times for both drivers and riders, as drivers are more likely to be near the pickup and drop-off area.

While re-match can be a convenient option, it is important to note that rematches are not guaranteed for every airport drop-off. They vary depending on demand and the number of drop-offs compared to pickups. For example, if there are 20 drop-offs and only 10 pickups in a given time period, only 50% of the drop-offs can be matched with a pickup request.

If you are at the airport and don't receive a re-match request after a few moments, it is advisable to drive to the designated Rideshare Hold Lot to wait for a pickup request. At EWR, for instance, the Rideshare Hold Lot is located near the terminal, and drivers can follow the signs to enter the queue for a trip request. It is important to note that idling at the curb or loitering in the terminal can result in a fine, so be mindful of these regulations.

By utilising the re-match feature and understanding the dynamics of demand, Uber partners can efficiently avoid the Rideshare Hold Lot and secure pickup requests after drop-offs at the airport. This not only improves their own experience but also enhances the overall efficiency of the Uber system at airports.

Frequently asked questions