Flight Monitoring & Waiting Policy — What Must Be Confirmed
IQPD
Airport transfers are not "pick-up at 19:00." The corporate standard is a process: real-time flight monitoring by flight number, a defined waiting policy, and a 24/7 escalation path for changes. Without these three elements confirmed in writing, the risk sits with the EA.
TL;DR
- Always provide the flight number — this enables real monitoring, not guesswork
- Waiting policy must state: minutes included + from when counted + what is outside scope
- Best practice: waiting counted from actual landing, not scheduled
- "Message us when you land" is not flight monitoring — the passenger is doing the monitoring
- Confirm IRROPS scenarios in advance: delay, rebooking, cancellation, passenger unreachable
What flight monitoring means in practice
Real flight monitoring means:
- The driver or dispatch team tracks the flight by flight number from scheduled departure
- Any delay, diversion, or gate change is identified before the driver departs for the airport
- The pick-up time is adjusted automatically — neither the EA nor the passenger needs to call
- For delays exceeding 60 minutes, the EA or booking contact is notified proactively
What it does not mean
- Checking a flight status app once before departure
- Asking the passenger to send updates during the flight
- Adjusting pick-up time only if the passenger calls first
Waiting policy — the 3 required elements
Every airport transfer confirmation must include all three:
1. Minutes included
Example: "60 minutes waiting included in the fixed price."
2. Start point
Recommended standard: from actual landing (wheels down). Not acceptable: from scheduled landing (penalises the passenger for delays they did not cause).
3. Out-of-scope events
What happens after the included window expires, and what happens in extreme cases: flight cancelled, passenger unreachable, major route change.
What a professional waiting policy looks like
- Flight monitored from scheduled departure by flight number
- Driver at terminal by actual landing time
- 60 minutes waiting included from actual landing
- After 60 minutes: additional waiting charged per 15-minute block at pre-agreed rate
- Driver sends WhatsApp message if passenger has not appeared within included window
- If no response within 5 minutes: EA / booking contact is called before driver departs
- Driver does not leave without explicit confirmation from dispatch
Copy-paste clause
Add to every airport booking request:
Please confirm:
(1) flight monitoring by flight number from departure;
(2) waiting policy — minutes included and from when counted (recommended: from actual landing);
(3) IRROPS procedure including 24/7 dispatch contact.
Questions to ask before every airport booking
Send these in writing and require written answers:
- Do you monitor the flight in real time from scheduled departure?
- Is the driver's schedule adjusted automatically for delays?
- How many minutes of waiting are included in the fixed price?
- From what moment is waiting time counted?
- What is the additional waiting rate after the included window?
- At what point does the driver leave if the passenger has not appeared?
- Who does the driver contact if the passenger is unreachable?
A supplier who answers all seven in writing is operating to a corporate standard.
Red flags
- "Message us when you land" — passenger is monitoring, not the supplier
- Waiting time counted from scheduled landing
- No stated policy for what happens after the included window
- Only driver's personal phone as contact — no dispatcher
Confirm waiting policy in writing before your next airport booking
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Email: info@iqpd.pl
License No 92/2019
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