Airport Queue

AIRASIA RIDE AIRPORT QUEUE ( PILOT / BETA )

INTRODUCTION

What is an Airport Queue

The Airasia Ride airport queue is a system designed to ensure a fair and efficient distribution of bookings for drivers operating at airports. By organizing drivers in a queue, the system helps to prevent overcrowding and ensure that all drivers have equal opportunities to receive passenger pickups. It is also a requirement by APAD to ensure drivers who are dropping a passenger at the airport are given a job out of KLIA.

How Does it Work?

Entering the Queue

When you arrive at the designated airport queue zone. The Airasia Ride Driver app will automatically add you to the queue system.

2. Queue Management

The system prioritizes drivers based on their arrival time and service type. There are three (03) types of queues for Airasia Ride.

- Airport Queue - Drop Off Priority
  A priority is to be given first to the driver who drops off a passenger at the airport.
  REMARK: The driver must click “Drop Off” only at the airport drop off point to be considered in this queue
- Airport Queue - Airport Community

( previously known as Airport Priority )
An airport priority community is given to selected drivers based on the performance of the driver in the airport. (top performance & quality)

- Airport Queue - Normal
  A normal airport queue for drivers that enter the airport without a drop-off booking and without an Airport Community.

Drop-off Priority

Airport Community

Normal

3. Booking Notifications

As bookings become available, you will receive notifications through the Airasia Ride driver app. The notification will include the passenger's pickup location and other relevant details.

4. Passenger Pickup

Once you receive a booking, proceed to the designated pickup location and follow the standard Airasia Ride passenger pickup procedures.

Important Information

1. Passenger Pickup

Standard airport waiting zones which includes;

- Charterfield
- Landside

2. Queue Priority

The system prioritizes drivers based on their arrival time and service type.

- 1. HIGH: Airport Queue - Drop Off Priority
  2. MEDIUM: Airport Queue - Airport Community
  3. LOW: Airport Queue - Normal

3. Minimum Fare

Minimum Fare to enter the queue: RM 30.00 to get "Drop Off Priority"
This minimum fare is required to ensure you're eligible to enter the queue system.
Minimum Fare inside the zone: RM 25.00
This minimum fare within the Airport Queue zone ensures that you remain in the queue and your queue number is not disrupted. (position maintained)

4. Cooldown Period

30-Minutes
A cooldown will be applicable if you are out of the queue zone. You will be required to re-enter the back queue zone within the cooldown period. Failure to do so will result in being out of the queue and your queue number. This also applies to poor network condition, restart phone, kill the driver app and leaving the airport zone.

Cooldown Time

Getting back to the queue

5. Skip Queue Cap

You will be given two (02) chances to skip or reject any bookings assigned to you before being moved to the end of the queue.

However, the below two (02) booking statuses will NOT AFFECT your queue number or skip cap.

Booking Cancelled by Passenger
Passenger No Show
Cancel by System due to Payment Pre - Auth Issues.

Numbers of Chances

6. Job Card Display Time

10 Seconds
There will be a 10-second window for the driver to accept, reject, or skip the booking before it is displayed to other drivers.

After 10 secs, the booking will be shown to the next driver in queue as well. Max 18 drivers in sequence for a 3 min booking window.

*The previous drivers will still be able to accept the job.

7. Unique Passenger Booking Expiry

10 Minutes
This unique passenger booking time ensures the same driver who rejected or skipped it.

Tips For Airasia Ride Drivers Operating at Airports

Understanding the Airport Queue System:
- Familiarize yourself with the rules: Ensure you understand the specific rules and regulations governing the airport queue system.
- Stay updated: Keep your Airasia Ride driver app updated to receive the latest information and changes.
- Know how to escalate an issue: You may escalate the issue through our "tawk.to" application - Click Here to Escalate
Maximizing Efficiency:
- Arrive early: Arrive at the airport well in advance to avoid long wait times and secure a good position in the queue.
- Optimize your route: Plan your route to the airport efficiently to minimize travel time and maximize earnings.
Providing Excellent Customer Service:
- Be courteous and professional: Greet passengers with a friendly demeanour and assist as needed. Remember you are an Airasia Ambassador.
- Ensure passenger comfort: Maintain a clean and comfortable vehicle, and offer amenities like water or snacks if possible.
- Follow airport rules: Adhere to all airport rules and regulations, including those related to parking, traffic flow, and passenger safety.
- Ask your passengers to rate your service and trips.
- Check for items left behind in the car and remind passengers to check their belongings.
Safety and Security:
- Prioritize safety: Always prioritize passenger safety and follow all safety guidelines.
- Be aware of your surroundings: Pay attention to your surroundings and be vigilant for potential security threats.
- Report incidents: If you encounter any suspicious activity or safety concerns, report it to airport security or Airasia Ride support.

Additional Tips:
- Usage of 3rd-Party App: Please be aware that using unauthorized app versions or third-party apps can lead to the suspension of your driver account. Always use the official AirAsia Ride app (Version: 1.17.0) to ensure a safe and secure driving experience.
- Communicate effectively: Maintain clear and open communication with passengers and airport staff.
- Be flexible: Be prepared to adapt to changing circumstances, such as unexpected delays or cancellations.
- Maintain a positive attitude: A positive attitude can go a long way in providing a pleasant experience for passengers.
- Network with other drivers: Connect with other Airasia Ride drivers operating at the airport to share tips, information, and experiences.
- Seek feedback: Actively seek feedback from passengers7 to identify areas for improvement and enhance your service.

REMINDER: Action will be taken on any fraudulent activity by passengers and drivers alike. This may result in account suspension or termination. Driver T&C applies and will be based on the Driver Quality Management SOP by AirAsia Ride.

FAQ: Airasia Ride Airport Queue (Pilot/Beta)

What is Airport Community?

The Airport Community (AC) is a priority group for top AirAsia Ride drivers who meet the requirements to qualify for AC. For more info. Please visit our Aiport Community Help Center

Why does my queue interface not appear even when I'm in the KLIA zone?

You need to wait for about 2-5 minutes depending on your telco. If the problem persists, please close all apps and reopen them. Ensure that your GPS is properly located in the airport zone.

Why does my queue number fluctuate up and down?

There are various reasons. Drivers with lower numbers may face issues such as:

1. Passenger cancellations
2. Booking no-shows
3. Driver drop-offs within the zone
4. Drivers coming back online before the 30-minute countdown. All these reasons can cause your number to increase when drivers return to the queue.

I can't see the job card. Why did my queue chances number decrease?

This could be due to various reasons. Drivers should ensure that the app is optimized. Go to the driver app » Optimize app, ensure all options are enabled (green). Ensure that jobs appear in the "Job Pool" interface.

How does the queue number work?
Queue Number Not Dropped (30-Minutes Countdown):

1. Close the app completely (Kill App)
2. Restart your phone
3. Data or network issues (Check or turn off data)

How does the queue number work?
Queue Number Dropped:

1. Logged out of the app
2. Set status to offline
3. Exited the designated zone
4. Failed to come back online within the 30-minute countdown

How does the queue number work?
Queue number and queue line remain:

1. Cancelled by passenger
2. No show
3. Drop-off within the zone, e.g., KLIA2 to KLIA2.
4. Drop-off outside the zone and return to the zone within 30 minutes.

I've been waiting in the queue for too long.

Thank you for your patience. Currently, AirAsia Ride management is making efforts to increase demand at KLIA airport, especially during early morning. You are advised to move to the nearest busy zone if the queue number is quite high.

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