What are Wheely’s reliability standards?

As a luxury transportation services platform, our clients have high expectations of the service that is provided. To meet these expectations, we offer an assurance of their chauffeur’s reliability, to protect their time and provide a consistently impressive luxury experience.

All of Wheely’s chauffeurs are required to undergo a two-day accreditation course learning about the Wheely quality standards they are required to uphold if they wish to work on the Wheely platform.

These reliability standards operate as service levels and are used to assess your performance under the Agreement with Wheely.

Your reliability standard will be primarily measured based on your journey acceptance rate. This can be viewed by you on the chauffeur app. However, there are other factors that Wheely will take into account to assess your reliability, including but not limited to your star ratings, your punctuality in the context of pre-booked journeys and double charging London airport drop-offs.

Why is it important to keep a high-reliability rate?

Your reliability standard is important because it directly relates to our clients’ experience when using Wheely. If you reject a journey assigned to you it would increase the waiting time for our clients having a negative impact on their experience using Wheely.

If you do not wish to accept journeys, you can simply set your status to ‘offline” on the chauffeur app. However, if you make yourself available on the chauffeur app by setting your status to “online” and continue to reject journeys, or accept a journey and then call our Customer Support team to un-assign you, this will have a negative impact on your acceptance rate.

Being a highly reliable chauffeur will also help you to earn more every week. Our weekly incentives allow you to earn between £200-600 extra per week, therefore we recommend that all chauffeurs uphold a high-reliability rate.

How is my reliability assessed?

Your reliability is assessed on, but not limited to, the basis of your journey acceptance rate calculated as a percentage of the journey requests you have accepted from the last 200 journey requests received.

For example: if you have had 200 journey requests and accepted 150 journey requests, your Acceptance Rate will be 75%. Demonstrating a 75% acceptance rate indicates your reliability is medium-high. However, a higher acceptance rate is always more desirable.

What are the scenarios where a journey request counts as ‘not accepted’, therefore affecting the chauffeur’s overall reliability standard?

The most common scenario is when you decline or ignore a journey request that is shown to you on the chauffeur app. However, calling our customer support team and asking them to un-assign the journey will also affect your acceptance rate and, thus your overall compliance with Wheely’s reliability standards.

What if I have not received 200 journey requests yet?

If you have not yet completed 200 journeys, the system will calculate your reliability on a pro-rata basis taking into account the total number of requests you have received up to that day. This means that if you have received 3 journeys, but missed one, the system will calculate it as per the example below.

Example: 2 total accepted requests / 3 total received requests ⇒ 66% Acceptance Rate

Where can I see my reliability rate?

Your reliability rate is your acceptance rate of journey requests located on the main menu in the chauffeur app.

What happens if I have a low journey acceptance rate?

If your reliability is lower than the displayed journey acceptance rate threshold in your Chauffeur app, the system will automatically trigger a reliability standards review of the commercial agreement with Wheely and your account will be permanently suspended for not meeting Wheely’s reliability standards. Please note that the minimum threshold may vary, but we will let you know if this happens.

If you are a returning chauffeur and your acceptance rate is below 60%, your account will not be reactivated as it does not align with our reliability standards.

Can I call the customer support team to unassign myself from a journey request?

We encourage all chauffeurs who are not able to take journeys to set their status to “offline” in order to prevent receiving journeys whilst they are unable to perform them.

If you un-assigned a journey on the chauffeur app or call the Wheely customer support team asking them to un-assign a journey, please note that this will affect your acceptance rate, and thus your overall compliance with Wheely’s reliability standards.

What should I do if I cannot accept a journey?

If you are not in a position to accept a journey, then please set your status to “offline”. This way, you will not be sent journeys you are unable to accept.

If you’re online but accept a journey you cannot complete, then you should immediately un-assign the journey on the chauffeur app to minimise the risk of any complaints from the client. However, even if you un-assigned yourself from a journey immediately, your reliability rate will still be affected because you had made yourself available to accept journeys.

What if I have genuine reasons that I can’t perform the journey?

In this case, please contact Wheely’s customer support team for further information. Please note, that this will be evaluated on a case-by-case basis.

Will passenger cancellations have an effect on my reliability standard?

No, these are not taken into account for the purpose of calculating your acceptance rate and your overall compliance with Wheely’s reliability standards.

Will being offline at the time of distribution for a pre-book job have an impact on my reliability standard?

Being offline will only affect your compliance with reliability standards if you have reserved a pre-booked journey and you are offline at the time this journey is meant to take place. Please note, that pre-booking a job and being offline at distribution time will result in diamonds being deducted from your diamond balance.

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Wheely Reliability Metrics