A meet & greet is not just "driver holds a sign." It is a defined procedure: where the driver waits, what the sign says, how long they wait, and who calls whom if something changes.

This SOP covers the standard for executive-level arrivals at Kraków John Paul II International Airport (KRK) and gives EAs a copy-paste message to send to arriving guests.

Meet & Greet SOP — Krakow Airport (KRK)

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A meet & greet is not just "driver holds a sign." It is a defined procedure: where the driver waits, what the sign says, how long they wait, and who calls whom if something changes.

This SOP covers the standard for executive-level arrivals at Kraków John Paul II International Airport (KRK) and gives EAs a copy-paste message to send to arriving guests.

TL;DR — what must be confirmed before every airport booking

Driver waits inside Arrivals Hall — not "outside somewhere"
Driver holds a clear sign (passenger name, initials or company name)
Two contact channels confirmed: WhatsApp + phone/SMS fallback
Waiting policy defined and tied to actual landing time, with real flight monitoring
A 24/7 dispatcher coordinates last-minute changes — not just the driver's phone

Airport overview (KRK)

Kraków Balice Airport has one main terminal with one arrivals area at ground floor level. All international and domestic passengers exit through the same Arrivals Hall — there is no separate landside exit for Schengen vs non-Schengen flights.

The standard meet & greet position is inside the Arrivals Hall, in clear sight of passengers leaving baggage claim, past the sliding exit doors.

Standard meet & greet procedure — step by step

Step 1 — Before arrival: confirm in writing

Flight number (for real-time monitoring)
Passenger name or initials for the sign
Passenger phone number and WhatsApp availability
Destination address and vehicle class
24/7 dispatch contact

Step 2 — Flight monitoring

The driver or dispatch team tracks the flight by flight number from scheduled departure, not from scheduled landing. Any delay or gate change is identified before the driver departs for the airport. The pick-up time is adjusted automatically — the passenger does not need to call.

Step 3 — Driver arrival at the terminal

The driver is at the terminal by actual landing time. For on-schedule flights, the driver is in position at least 20 minutes before the estimated exit time, accounting for taxi, docking, disembarkation and baggage claim.

Step 4 — Waiting position

The driver waits inside the Arrivals Hall, past the exit doors, in clear sight of passengers leaving baggage claim. The driver does not wait at the kerb, in the car park, or outside the terminal building.

Step 5 — Signage

The sign displays exactly what was specified in the booking: passenger surname, initials, or company name. If discretion is required (no public name display), the driver uses an agreed alternative — e.g. company logo card — and makes direct phone contact as the passenger exits.

The passenger must always be told in advance what the sign will show.

Step 6 — Passenger contact

Primary contact: WhatsApp message sent by driver when passenger has not appeared within expected window. Fallback: phone call or SMS (for passengers with roaming limits or no data).

If the passenger is unreachable within 5 minutes of contact attempt, the driver notifies the EA or booking contact provided at the time of booking — not the other way around.

Step 7 — Waiting time

Waiting time is counted from actual landing (wheels down), not scheduled landing. Standard included window: 60 minutes from actual landing. After this window, additional waiting is charged at a pre-agreed rate per 15-minute block, confirmed in writing at booking.

Copy-paste guest arrival message

Send this to the passenger before their flight:

Welcome to Krakow. Your driver will be waiting inside the Arrivals Hall with a sign displaying [NAME / INITIALS / COMPANY NAME].

After baggage claim, please send a short WhatsApp message or call — the driver will approach within minutes.

Driver / Dispatch: +48 662 905 905

IRROPS and major delays

Delay under 2 hours: driver schedule adjusted automatically, no action needed from EA or passenger
Delay 2+ hours: EA / booking contact notified proactively by dispatch; new pick-up time confirmed in writing
Flight cancelled: booking held, EA notified immediately, rebooking confirmed before driver is redeployed
Passenger cannot find driver: passenger messages or calls → driver moves to agreed exit → dispatch coordinates

Full IRROPS procedure: /knowledge/irrops-contingency-plan/