Student says the taxi hasn't turned up yet.

Tell student to go to the information desk and wait there. Call the Taxi company to tell them the student is waiting at the information desk. If driver is still not at the airport, ask for time of arrival and let the student know.

•      Check that the terminal number and airport matches our paper work and ask for the student to find and wait by the information desk.

•      Reassure the student and let know that you are going to call the driver and tell him where to find them

•       Ask for std’s mobile number, if they have one so you can call them back or ask the student to call you back in 10 mins so you can update them

•      Call reps/taxi company.

•       When std calls back, give them a realistic idea of when the driver/greeter is likely to meet them & tell the std to be in the same place. Fix a definite time - that is often easier for a student to understand.