Pickups at Airports and the Queuing System

The Queue

With ViaVan’s queuing system we make sure ride offers are assigned to drivers who have been waiting the longest.
To enter the queue, drive into the designated waiting area (details by airport below).
As long as you are on shift and your ViaVan Driver app is on, you will keep your place in the queue.
You will leave the queue only when you start a ride, go offline, or leave the airport.
If a rider cancels or doesn’t show up, you will return to your original place in the queue and will be assigned a new ride as soon as possible.
You can check your spot in the queue through the ViaVan Driver app.

You’ll need to update your app to version 7.0 to access to ViaVan’s queuing system.

Picking up riders

Each airport and terminal has a designated pickup area for riders inside Short Stay Car Parks. When you confirm availability for a ride, you will see which car park the rider will be waiting at based on the terminal they chose.
You will need to pay the parking fee upfront before leaving the car park. Bring cash or a credit card for this — ViaVan will reimburse your car park fees in your weekly pay.
Call your riders to confirm exactly where they are using your app.
Please follow signs to the designated pickup areas (specified below for each airport) to meet your rider. Make sure to follow the signs at the airport and not just your app as there may be limited connectivity near the terminals or inside car parks.

When you are approaching the waiting area

When you are in the queue

Drop offs at Airports

Riders will request a ride to the airport of their choice, but they will not be able to specify the exact terminal in the app.
Ask your rider which terminal they need to go to at the start of the journey. If you are using Waze, make sure to update your destination with rider’s exact terminal at the start of the journey. Otherwise, follow signs to the rider’s terminal when approaching the airport.

Many terminals have car parks and tunnels that limit connectivity, it will be important to follow the signs and not just your app.

Update your app and get access to the airport queueing system

London Heathrow Airport

Regulations for Driver Partners

Driver partners must adhere to the terms below to avoid being issued a fine by London Heathrow.

All ride dropoffs must occur at the forecourt of the rider’s terminal.
All ride pickups must occur at the designated areas inside Short Stay Car Parks.
You must park your car before meeting the rider on foot at the designated area in the Short Stay Car Park.
You may be asked to show your app, please do so in a timely manner.

Pick-ups at Heathrow

Each terminal has a designated pickup area for riders inside Short Stay Car Parks. When you confirm availability for a ride, navigation will take you to the terminal that your rider specified for pick up. Designated pick up locations at each terminal are:

Terminal 2 – Level 4, Row H (Short Stay Car Park 2)

Terminal 3 – Level 3, Row A (Short Stay Car Park 3)

Terminal 4 – Level 1, Private Hire Pickup

Terminal 5 – Level 1, Row R (Short Stay Car Park 5)

Drop-offs at Heathrow

Confirm which terminal your rider is going to at the start of the journey and enter correct destination into your external navigation system (e.g. Waze).
Drop off your rider at the departures drop-off area.

Waiting for requests

To receive a trip confirmation at Heathrow, you need to enter the designated waiting area called the AVA (Authorised Vehicle Area), where you will be placed in the queue on the ‘first-come first-served’ basis to receive a pickup confirmation.

The AVA is located at TW6 2EQ and is open between 5:00am–12:00am, please do not enter before 4:45am or after 11:45pm.

How it works:

Drive into AVA, post code: TW6 2EQ
You’ll be placed in the queue for the next pickup—pickups work on a first-come, first-served basis. You will need to pay £1/hr to enter this waiting area. ViaVan will reimburse you for your first hour of waiting.
Once you receive a trip confirmation, follow the in-app directions to the Short Stay Car Park and the designated pickup row–there’s a £4.50 surcharge at the Short Stay Car Park that you must pay up-front. You will be reimbursed for this with your weekly pay.
After parking your vehicle, meet your rider on foot at the designated pickup area
If you leave the waiting area or turn off your app, you will be placed at the back of the queue.
Waiting at terminals or elsewhere on airport property is prohibited and may result in a fine.

Gatwick

Regulations for Driver Partners

Driver partners must adhere to the terms below to avoid being issued a fine by London Gatwick.

All drop-offs must occur at the forecourt terminal
All pickups must occur at the designated areas inside Short Stay Car Parks
You must park your car before meeting the rider on foot at the designated area in the Short Stay Car Park

Pick-ups at Gatwick

Each terminal has a designated pick-up area for riders inside the Short Stay Car Parks. When you confirm availability for a ride, navigation will take you to the terminal that your rider specified for pick-up. Designated pick up locations at each terminal are:

North Terminal – Car Park 6, Level 1, Express Pick-Up area by the lifts
South Terminal – Orange Car Park, Level 0, Express Pick-Up area following signs for ‘Drop off’)

Make sure to follow signs to the designated pick up areas inside car parks as connectivity may be limited and navigation unreliable.

Drop-offs at Gatwick

Confirm which terminal your rider is going to at the start of the journey and enter correct destination into your external navigation system (e.g. Waze).
Drop off your rider at the departures drop-off area.

Waiting for requests

To receive a ride at Gatwick, you need to enter the designated waiting area at Beehive Ring Road, RH6 0PB, where you will be placed in the queue on the first come first serve basis to receive a ride request. The waiting area is open 24/7.

How it works:

Drive into the dedicated waiting area located on Beehive Ring Road, RH6 0PB
You’ll be placed in the queue for the next pickup—pickups work on a first-come, first-served basis
Once you receive a trip confirmation, follow the airport directions to the Short Stay Car Park and the designated pickup row–there’s a £4.00 surcharge at the Short Stay Car Park that you must pay up-front. You will be reimbursed for this with your weekly pay.
Park your car before walking over to meet your rider at the designated pickup area.
If you leave the waiting area or turn off your app, you will be placed at the back of the queue.
Waiting at terminals or elsewhere on airport property is prohibited and may result in a fine.

London City (LCY)

Regulations for Driver Partners

Driver partners must adhere to the terms below or you may be issued a fine from LCY.

All dropoffs must occur at the forecourt
All pickups must occur at the designated area in the Short Stay Car Park
You may be asked to show your app — please do so when asked

Pick-ups at London City

When you confirm availability for a ride, navigation will take you to the designated pick up area inside the Short Stay Car Park.

Drop-offs at London City

Simply drop your passenger off at the departures area. There is only one terminal at LCY, so it should keep things simple!

Waiting for requests

To receive a trip confirmation at LCY, you need to enter the designated waiting area at Gallion’s Reach Shopping Park (E6 7ER) , where you will be placed in the queue to receive a pickup confirmation.

How it works:

Drive into the dedicated waiting area located at Gallion’s Reach Shopping Park (E6 7ER)
You’ll be placed in the queue for the next pickup—pickups work on a first-come, first-served basis
Once you confirm availability for a ride offer, navigate to the Terminal’s Short Stay Car Park–there’s a £3.50 surcharge to enter that you must pay up-front. You will be reimbursed for this with your weekly pay.
If you leave the waiting area or turn off your app, you will be placed at the back of the queue.
Waiting at terminals or elsewhere on airport property is prohibited and may result in a fine.