When a foreign client arrives in Shanghai for the first time, the most common problem is not that the car didn't show up — it's that both the driver and passenger arrived, but can't find each other.
So pickup should be treated as a process, not just "a driver going to the airport."
T-24 hours
Confirm: flight number, terminal, passenger's English name, phone number, WhatsApp/WeChat, headcount, number of large luggage, hotel address, and the name on the pickup sign.
T-3 hours
Re-check: whether the flight is delayed, early, cancelled, or the terminal changed. Don't rely only on the departure time the client originally gave.
T-60 minutes until landing
The driver enters standby. Customer service should be able to see in real time: whether the driver has arrived at the airport.
After landing
International passengers still go through: immigration → baggage claim → customs → arrivals hall. Therefore: landing time ≠ the time the passenger gets in the car.
The 5-minute rule after a failed meet-up
If driver and passenger can't connect: step 1 confirm which terminal each side is at; step 2 confirm the exit number or a clear landmark; step 3 customer service contacts both sides simultaneously; step 4 send a location photo or map screenshot; step 5 if necessary, have the driver move to a clearer meeting point. Don't let the driver and client call each other back and forth.
A simple way to calculate the pickup vehicle
Don't look only at headcount. Use: vehicle need = passengers + luggage volume.
For example: 3 people + three 28-inch suitcases + 2 carry-ons. Even if a sedan can theoretically seat 4, it doesn't mean the luggage will fit. So for airport transfers, at least confirm both: Passenger Count + Luggage Count.