Rider Pick-ups at Sydney Airport!

Both uberX and UberBLACK driver-partners can pick up riders at Sydney Airport! Trips from the airport are allocated via a virtual queueing system.

How does it work?

If you’re waiting at Sydney Airport, you’ll be placed in a virtual queue, which means you’ll receive trip requests on a first in, first out basis. This system ensures that driver-partners who have been waiting the longest get the requests first, instead of the usual system which allocates trips to whoever is closest.

Each product and terminal has its own queue, so if you’re an uberX driver-partner waiting at the international terminal, you’ll be queued separately to an uberX driver-partner waiting at the domestic terminal, or to an UberBLACK driver-partner waiting at the domestic or international terminal.

Read on for details specific to uberX and UberBLACK driver-partners, as well as the Sydney Airport Operating Procedures below.

 

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uberX

Where should I wait?

International Terminal

To place yourself in the international terminal queue, ensure that you’re waiting on the western side of Cooks River on Innesdale Road, Gertrude Street, Robert Lane or Levey Street. You will not be able to wait for trip requests near the international terminal pick-up area.

Domestic Terminal

To place yourself in the domestic terminal queue, you’ll need to be in the waiting area between IMO car wash and KFC restaurant; this area is to the north of Ross Smith Avenue. You will not be able to wait for trip requests near the domestic terminal pick-up area, you’ll need to be physically in the uberX waiting area, which is a dedicated area specifically for uberX and other ride-sharing drivers.

Pick-up examples

Map key:
Yellow = waiting area
Orange = entry route
Green = pick-up zone
Red = exit route
Blue = rider walking route to pick-up zone

Step 1: Waiting

For both international and domestic terminals, if you’re waiting anywhere in the yellow area you are automatically placed in the virtual queue and able to receive a request from that terminal.

Beginning 13 September 2016, there will be fees implemented in the uberX waiting area if you stay for more than 30 minutes. This fee will be automatically charged to your e-TAG by Sydney Airport when you exit through the boom gates.

Sydney Airport Waiting area fees (current as at 31 August 2016):

If you need to wait in the uberX waiting area for more than the maximum free waiting time, it is recommended that you exit through the boom gate and immediately re-enter the waiting area. If you do this you will not lose your position in the queue.

Step 2: Trip Request Accepted

Once you have accepted a trip request, we suggest that you call the rider to confirm they are ready to be picked up, and confirm that they know the correct pick-up area. You will need to drive along the orange route, following the bright yellow signs to the “Express Pick-up” area for the international terminal, and the “Priority Pick-up” for the domestic terminal.

When you reach the pick-up area, you will need to drive through a boom gate to enter the carpark (where the orange line enters the green box on the map).

Step 3: Pick-up

You can wait for your rider in the pick-up area, which is the green box on the above map. Riders will request once they’ve left the terminal, and walk to the pick-up area via the blue line.

For the international terminal, you can only wait in the Express Pick-up area for up to 15 minutes before fees will be applied by Sydney Airport to your e-TAG.

For the domestic terminal, Sydney Airport will automatically charge a fee to your e-TAG based on the amount of time that you are in the Priority Pick-up zone. A Sydney Airport Access Fee of $4 will be charged to the rider like a normal toll. Most rider pick-ups will take less than 15 minutes so you should expect the $4 fee, but refer to the table below for the full fee breakdown.

Sydney Airport Priority Pick-up area fees (current as at 31 August 2016):

Step 4: Exit

Follow the red line on the map to exit the pick-up area. Remember, riders love it when you offer them water and mints, ask if they’re happy with the air-con and music, and check if they’re OK for you to follow the GPS directions!

 

FAQ

Do I lose my place in the queue if my rider cancels?

You do not lose your place in the queue if your rider cancels. 

You will lose your place in the queue if you do any of the following:

• Reject a request
• End or cancel a trip
• Go offline

How do I know what position I am in the queue?

Shortly after arriving in the designated waiting area, your position in the queue will appear. It’s important to remember that position in queue won’t always mean the same wait time; for example, position 15 can sometimes wait 30 minutes and other times only 5 minutes.

Why did I get a request from the suburbs even though I was waiting for an airport request?

So you can spend more time on-trip and less time waiting, you will still be eligible to receive normal trip requests from the surrounding areas while in the waiting area. These requests are based on the normal distance-based system, not the virtual queue.

My rider took a long time to get to me and I had to pay for my parking, will Uber reimburse me?

Uber will not reimburse you for parking fees. Sydney Airport allows you a limited amount of free waiting time at the pick-up areas:

• International terminal: Express Pick-up area. Up to 15 minutes free.
• Domestic terminal: Priority Pick-up area. Rider will get charged the $4 Sydney Airport Access Fee. If you wait more than 15 minutes in this zone, refer to the charts above for additional fees.

The app advises riders to only request once they’ve exited the terminal, so it’s unlikely you’ll need to wait long.

My rider called me and asked me to pick them up kerbside at the terminal, what do I do?

To ensure that traffic at the terminal is kept to a minimum, pick-ups by uberX driver-partners must only occur from the designated pick-up areas. If the rider is unsure about where to go, tell them to follow the bright yellow signs which say “Express Pick-up” for the international terminal, and “Priority Pick-up” for the domestic terminal.

 

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UberBLACK

Where should I wait?

There has been no change to the UberBLACK waiting areas. You should still wait at the usual hire car areas at both the international and domestic terminals.

Map key:
Yellow = waiting area
Orange = entry route
Green = pick-up zone
Red = exit route
Blue = rider walking route to pick-up zone

How does the queue work?

Once you enter the hire car waiting area you’ll be placed in a virtual queue, which means you’ll receive trip requests on a first in, first out basis. This system ensures that driver-partners who have been waiting the longest get the requests first, instead of the usual system which allocates a trip to the driver-partner who is closest.

You will be able to move between the yellow waiting area indicated on the map without being removed from the queue.

 

FAQ

How does the Sydney Airport Access Fee work?

The Sydney Airport collects an Access Fee for both international and domestic terminals through the e-TAG system.This fee is passed on to the rider, and you are reimbursed for 100% of this amount through your Uber trip (the Uber service fee does not apply to this fee). It will appear on your Uber receipt as “Sydney Airport Access Fee”.

International terminal: $5.30

Domestic terminal: $8.20

Do I lose my place in the queue if my rider cancels?

You do not lose your place in the queue if your rider cancels.

You will lose your place in the queue if you do any of the following:

• Leave the waiting area
• Reject a request
• End or cancel a trip
• Go offline

How do I know what position I am in the queue?

Shortly after arriving in the designated waiting area, your position in the queue will appear. It’s important to remember that position in queue won’t always mean the same wait time; for example, position 15 can sometimes wait 30 minutes and other times only 5 minutes.

In general, it is advised to wait at the international terminal in the morning and evening, and in the afternoon and evening for the domestic terminal. Note that BLACK, LUX and SUV all have their own queues.

Why did I get a request from the suburbs even though I was waiting for an airport request?

So you can spend more time on-trip and less time waiting, you will still be eligible to receive normal trip requests from the surrounding areas while in the waiting area. These requests are based on the normal distance-based system, not the virtual queue.

 

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Sydney Airport Operating Procedures

Please be aware of the following requirements of Sydney Airport Corporation Limited that apply to driver-partners when at Sydney Airport. 

General obligations

Driver Partners must:

• not access Loading Zones at Sydney Airport unless they have obtained approval to do so;
• use electronic tags valid on NSW roads and registered with Sydney Airport to access Loading Zones at Sydney Airport;
• enter the designated Loading Zones for the collection of pre-booked passengers only after the passenger’s flight has landed;
• not use Loading Zones when not collecting pre-booked passengers;
• use vehicle holding areas when at Sydney Airport and not collecting pre-booked passengers; and
• comply with all signs, conditions of entry, rules, requirements for accreditation and laws.

Loading Zone access points

The operating procedure at Loading Zone access points is as follows:

• An electronic tag reader is mounted at the entry and exit access points to Loading Zones.
• The driver may approach the Loading Zone boom gate access point for entry or exit of the Loading Zone.
• The boom gates will only open for entry and exit of a Loading Zone if a valid electronic tag is read and accepted by the electronic tag reader.
• The driver is responsible for ensuring that the electronic tag can be read by the electronic tag reader on entry and exit, is registered with Sydney Airport, has sufficient funds and meets all other requirements for acceptance;
• The boom gates may not open if:
  • the electronic tag cannot be read;
  • the electronic tag is not registered with Sydney Airport;
  • there are not sufficient funds in the electronic tag account; or
  • any other requirements for acceptance are not met (including black listing).
• The driver must load passengers promptly and proceed to the Loading Zone exit point boom gates where the electronic tag reader will detect the electronic tag.
• The driver must not tailgate or otherwise act improperly.
• If the driver experiences any difficulties using the Loading Zones the Licensee may use the intercoms provided at the Loading Zone access points.

Operating efficiently

Driver Partners acknowledge that Loading Zones are common use facilities that require the cooperation of all users in order to operate efficiently. Accordingly, Driver Partners must:

• take all necessary steps to ensure the efficient operation of activities while at Sydney Airport;
• check flight information displays and respond accordingly to any changes in pre-booked passenger’s flights;
• not leave vehicles unattended at terminal frontages and car parks at any time;
• act professionally and courteously in all dealings at Sydney Airport;
• deal cooperatively with Sydney Airport’s staff, contractors and kerbside enforcement officers; and
• comply with any reasonable requests of Sydney Airport’s staff, contractors and kerbside enforcement officers in relation to traffic, access and parking.